Role Description As a Customer Success Manager at AeroCloud, you'll be pivotal in ensuring our customers' success with our cutting-edge airport technology solutions. You'll act as the primary liaison between AeroCloud and our customers, providing expert guidance, support, and training to help them maximize the value of our products. Your responsibilities will include: - Supporting the onboarding of new clients - Understanding their unique needs - Monitoring their progress - Proactively addressing any issues to ensure their satisfaction and retention - Collaborating closely with our sales, product, and support teams to deliver a seamless and exceptional customer experience - Driving customer loyalty and long-term success Qualifications - 2 - 4 years experience working as Customer Success Manager, ideally at an early stage startup - Driven and proactive by nature, preferably with experience of managing enterprise and strategic level customers - A growth mindset and driven by solving complex customer problems - Experience of managing and constantly achieving commercial targets through expansion opportunities and renewals - Experience of working with complex, multi-geographical customers - Excellent communication and presentation skills, both verbally and written - Committed to constantly improving the customer experience and communicating areas for improvement at AeroCloud - A relationship builder with experience in building strong relationships with C-level executives and other key stakeholders - Experience working cross-functionally with internal teams (commercial, product, support, marketing) - A willingness to travel internationally when required to meet with customers face to face - The ability to speak a second language (French, Spanish, Portuguese or other European languages) would be desirable Company Description AeroCloud is the new-age operating system for airports aiming to grow. Our suite includes Airport Operating Systems (AOS), PPS, and Passenger Flow Management solutions, empowering airports to gain deep insights into the movement of passengers and aircraft around the world. We achieve this by becoming the airport’s first call for technology. Whether in times of need or growth, we stand alongside our clients, offering support through innovative software that drives their success. At AeroCloud, being the airport’s first call means exceeding expectations at every customer interaction. This is not just a goal; it’s our standard. We prioritize detail, diligence, and a proactive approach in everything we do.

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization. The Senior Principal Customer Success Manager is aligned at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey. The ideal candidate possesses the below qualifications and is willing to travel up to 25% of their time for in-person customer meetings. Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs. Responsibilities: - Build and foster executive-level trusted advisor relationships with the customers’ IT, Engineering and Support organizations. - Demonstrates hands-on PagerDuty Product knowledge by applying it to the customer's business priorities. - Guide a customer on process, people and change management best practices to drive customers adoption of real time operations. - Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan. - Produce and execute a comprehensive adoption path of PagerDuty products, showing the current state, target future state with timeline. - Deliver business value and innovation to a customer’s business by understanding the customers’ opportunity to reduce cost and drive growth. - When appropriate, recommend additional expert services needed to drive success. - Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates. - Represent the voice of the customer to inform our sales process or product roadmap. - Lead the cross functional post sales team at PagerDuty, delivering a seamless experience on behalf of the customer. - Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic and supportive interactions. - Predict and forecast risk, renewal and expansion within the customer portfolio. Basic Qualifications: - 8-10 years of relevant customer-facing experience and a demonstrated track record of success - Proficiency in developing comprehensive business value ROI models, with an ability to drive strategic decision-making and deliver tangible results - In-depth expertise in SaaS business models, including a strong understanding of market trends, competitive landscapes, and customer needs - Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring Preferred Qualifications: - Strong consulting skills and proven results working as a trusted advisor to drive business value for customers. - Knowledge of PagerDuty products and platform features/capabilities - Thrive in a collaborative fast pace environment and as a part of a results oriented team. - Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections. - Worked in a DevOps environment or with a company going through a transition to DevOps. The base salary range for this position is $124,800 - $171,600 USD. This role may also be eligible for bonus, commission, equity, and/or benefits. Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience. Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process. Hesitant to apply? We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts! Where we work PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in: Location restrictions: Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming Candidates must reside in an eligible location, which vary by role. How we work Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian. People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance. What we offer As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site. Your package may include: - Competitive salary - Comprehensive benefits package - Flexible work arrangements - Company equity* - ESPP (Employee Stock Purchase Program)* - Retirement or pension plan* - Generous paid vacation time - Paid holidays and sick leave - Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO - Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)* - Paid volunteer time off: 20 hours per year - Company-wide hack weeks - Mental wellness programs *Eligibility may vary by role, region, and tenure About PagerDuty PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2. Go behind-the-scenes on our careers site and @pagerduty on Instagram. Additional Information PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy. PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs. PagerDuty uses the E-Verify employment verification program.

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization. The Senior Principal Customer Success Manager is aligned at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey. The ideal candidate possesses the below qualifications and is willing to travel up to 25% of their time for in-person customer meetings. Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs. Responsibilities: - Build and foster executive-level trusted advisor relationships with the customers’ IT, Engineering and Support organizations. - Demonstrates hands-on PagerDuty Product knowledge by applying it to the customer's business priorities. - Guide a customer on process, people and change management best practices to drive customers adoption of real time operations. - Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan. - Produce and execute a comprehensive adoption path of PagerDuty products, showing the current state, target future state with timeline. - Deliver business value and innovation to a customer’s business by understanding the customers’ opportunity to reduce cost and drive growth. - When appropriate, recommend additional expert services needed to drive success. - Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates. - Represent the voice of the customer to inform our sales process or product roadmap. - Lead the cross functional post sales team at PagerDuty, delivering a seamless experience on behalf of the customer. - Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic and supportive interactions. - Predict and forecast risk, renewal and expansion within the customer portfolio. Basic Qualifications: - 8-10 years of relevant customer-facing experience and a demonstrated track record of success - Proficiency in developing comprehensive business value ROI models, with an ability to drive strategic decision-making and deliver tangible results - In-depth expertise in SaaS business models, including a strong understanding of market trends, competitive landscapes, and customer needs - Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring Preferred Qualifications: - Strong consulting skills and proven results working as a trusted advisor to drive business value for customers. - Knowledge of PagerDuty products and platform features/capabilities - Thrive in a collaborative fast pace environment and as a part of a results oriented team. - Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections. - Worked in a DevOps environment or with a company going through a transition to DevOps. The base salary range for this position is $112,000 - $154,900 USD. This role may also be eligible for bonus, commission, equity, and/or benefits. Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience. Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process. Hesitant to apply? We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts! Where we work PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in: Location restrictions: Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming Candidates must reside in an eligible location, which vary by role. How we work Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian. People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance. What we offer As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site. Your package may include: - Competitive salary - Comprehensive benefits package - Flexible work arrangements - Company equity* - ESPP (Employee Stock Purchase Program)* - Retirement or pension plan* - Generous paid vacation time - Paid holidays and sick leave - Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO - Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)* - Paid volunteer time off: 20 hours per year - Company-wide hack weeks - Mental wellness programs *Eligibility may vary by role, region, and tenure About PagerDuty PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2. Go behind-the-scenes on our careers site and @pagerduty on Instagram. Additional Information PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy. PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs. PagerDuty uses the E-Verify employment verification program.

About Airwallex Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 200,000 businesses worldwide - including Brex, Rippling, Navan, Qantas, SHEIN and many more - with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you're ready to do the most ambitious work of your career, join us. Attributes We Value We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you're motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero-to-one ideas into real products, and you "get stuff done" end-to-end. You use AI to work smarter and solve problems faster. Here, you'll tackle complex, high-visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let's build what's next. 职位描述 负责带领客户管理团队，以存量客户深度运营为核心，提升客户满意度、产品粘度与业务增长。该岗位需具备优秀的服务意识、团队管理能力、跨部门协作能力，以及 To B 业务理解和客户运营/服务体系搭建经验。 工作职责: 团队管理与流程建设 - 负责团队日常管理，制定团队目标、客户分配、绩效管理与人才培养计划。 - 搭建与优化客户服务流程:基于自助服务平台、自动化客服工具及 SOP，持续完善团队服务流程，提高整体服务效率。 - 建立并优化团队内部协作机制，确保战略、产品、合规等跨部门协作顺畅，推动客户交易稳定增长。 客户运营与服务提升 - 负责制定并执行存量商户的运营策略，包括交易增长、活跃提升、产品渗透率提升。 - 通过持续培训提升团队专业能力，推动团队为客户提供主动服务、高效响应客户咨询，持续提升客户满意度。 - 识别潜在风险商户、异常交易、合规隐患、预警潜在流失，制定解决方案并推动团队执行。 业务增长与产品反馈 - 梳理客户需求痛点，协同战略、产研团队，推动产品功能持续优化。 - 分析客户的业务数据和使用行为，形成洞察报告，为业务决策提供依据。 任职要求: - 全日制本科及以上学历; - 5年以上客户服务 / 客户成功 / 客户运营相关经验，有跨境支付、跨境电商平台、跨境SaaS等行业经验者优先; - 有团队管理或项目负责人经验，具备目标制定、绩效管理、辅导团队成员能力; - 具备强烈的客户服务意识，良好的沟通能力与问题解决能力; - 学习能力强，具备成长性、分析能力与强执行力; - 擅长跨团队协作，能推动复杂项目顺利落地。 Applicant Safety Policy: Fraud and Third-Party Recruiters To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. Equal opportunity Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don't regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.