Customer Success & Partnerships Manager

About the Position

One Way Aerospace operates the world’s largest drone delivery systems, sending essential defense systems to those in need. We’re at the forefront of a revolution, designing, manufacturing, and operating our fleet of autonomous aircraft to provide much-needed defense strategies. We depend on the experience and judgment of our Customer Success team to make our service impactful. One Way Aerospace is successful when our customers receive superior value from our service. We are seeking a Customer Success & Partnerships Manager to join our team.

Responsibilities

As a Customer Success & Partnerships Manager, you will:

• Drive customer success outcomes

  • Understand long-term customer goals, and align customer and One Way Aerospace resources to achieve them.
  • Earn long-lasting trust with our customers by solving issues and concerns as they arise.
  • Increase service adoption and find additional customer uses for One Way Aerospace’s service to expand lifetime value for our customer and One Way Aerospace.
  • Continuously engage with customer stakeholders to identify opportunities and risks, and present recommendations and solutions.

• Define and optimize the customer lifecycle

  • Map the customer journey, and report relevant insights to One Way Aerospace Sales, Business Development, Operations, Engineering, and Product Management.
  • Collaborate with a cross-functional set of teams to ensure our business is growing and developing with our customer needs as a top priority.
  • Continuously gather customer feedback to: develop standardized interventions that improve customer satisfaction with One Way Aerospace’s service; identify opportunities for continuous improvement; and share best practices across our customer base.

• Manage customer success activities, including onboarding, training, and customer support advocacy.

Requirements

• Experienced with at least 3-5 years in customer-facing roles, and ideally has post-sale or sales experience in defense and/or life sciences.
• Passionate about One Way Aerospace’s mission and about helping customers achieve their goals.
• Able to build trust quickly because you are authentic, direct, and have strong empathy for customers.
• Analytical and organized – you use data to make decisions and know when and how to implement the right level of the process.
• Confident presenting complex solutions in a way that inspires your audience.
• Familiar with the value drivers for recurring revenue businesses, and you are excited to grow the customer accounts that you manage.
• Continuously learning – it’s how we made it this far!

We Offer

• Opportunity to work in a cutting-edge industry.
• Remote work options.
• Professional growth and development.

About the Company

One Way Aerospace is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws or our sensibilities.

We value diversity and welcome applicants who are traditionally underrepresented in our industry. If you like the sound of this position but are not sure if you are the perfect fit, please apply!