At a Glance
- Tasks: Lead customer onboarding and ensure successful integration of our digital products.
- Company: Join Scotland's largest airport, known for its innovative and dynamic work culture.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Be part of a fun, collaborative team that values learning and innovation.
- Why this job: Make a real impact on travel experiences while working with cutting-edge technology.
- Qualifications: Experience in customer success or account management, with strong communication skills.
The predicted salary is between 47250 - 57750 £ per year.
About the role
Edinburgh Airport is Scotland’s largest airport, welcoming 17 million passengers a year.
A significant part of the airport’s commercial success to date has been its emphasis on innovation, which makes it a dynamic and stimulating place to work.
Edinburgh Airport's Digital Team is a small, distributed team focused on using technology to create great experiences that help make travel better and to optimise online revenue.
Our products include passenger-facing websites, internal tools to help operations run smoothly and efficiently, and our Airport X e Commerce platform, which we are selling to other airports globally as software as a service (Saa S).
To help us achieve our goals, we’re expanding the team.
As our Digital Customer Success Manager, you will lead the customer relationship after contract signature, coordinating onboarding, adoption, account performance and growth whilst drawing on Product and Delivery teams for specialist technical and operational support.
- You can find out more about the team here
- About the recruitment process
The recruitment process for this role will be comprised of at least two stages.
The first interview stage will be a Teams call, designed to bring your application to life, discuss your experience and interest in the role.
For successful candidates, the second interview will be in person, with competency, values and technical based questions to further understand your experience and suitability for the role.
Please note, depending on the volume of applications, the recruitment process for this role may change.
Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest.
We are committed to supporting diverse ways of thinking and working, so if you require adjustments in the recruitment process, please let us know on your application.
You can find out more about our interview process here.
- What you'll be doing
- Own the customer facing onboarding plan from contract handover through implementation, go-live, and transition into ongoing account management
- Communicate the integration plan, work with customers to find out any unknowns or non-standard requirements, maintaining a clear customer success plan for each account
- Help the customer understand the benefits of Airport X, features and functionality, and why we have built it as we have
- Structured quarterly reviews focused on performance, roadmap updates, and strategic growth.
- Proactively monitor account performance and identify growth opportunities, establishing objectives, key stakeholders, success measures and adoption targets
- Coordinate customer issues and escalations, ensuring clear ownership and satisfactory resolution, working with the appropriate teams
- Host training sessions – engine, pricing, pre-book and develop a good knowledge of the system
- Feed structured customer insight into product roadmap discussions
- Identify early warning signs of churn or dissatisfaction, manage appropriate escalations, and own feedback loops and action plans following customer feedback
- Maintain customer health assessments covering usage, performance, sentiment, support issues and commercial risk.
- Champion the customer internally across Product and Delivery
- Support the Business Development Manager
What we're looking for
We’re looking for a candidate from a customer success, account management, implementation, digital commerce, product delivery or another relevant customer-facing environment.
More important than a particular job title is evidence that you can build trusted relationships, organise complex work and turn customer insight into action.
Experience
- Experience in customer success, account management, implementation, Saa S, digital products or a comparable customer-facing role.
- Experience managing relationships with multiple stakeholders.
- Experience delivering presentations, reviews and training.
- Experience interpreting commercial or product-performance data.
- Experience coordinating projects or implementations.
- Experience working with product, technical or delivery teams.
- Key skills
- Excited by the prospect of being part of a small but highly effective team.
- Commercially aware, understanding revenue, retention and growth.
- Confident communicator, comfortable presenting to senior stakeholders.
- Highly organised, able to manage multiple accounts and priorities.
- Proactive, spotting risks and opportunities early.
- Data-driven, comfortable working with KPIs and performance metrics.
- Technically able and curious, able to understand digital platforms and integrations.
- Resilient and calm under pressure.
- Collaborative, working effectively across Product, BD and Delivery.
- Detail-oriented, ensuring accuracy in onboarding and reporting.
- Excited by the rapidly evolving world of AI, and interested in integrating AI into our products and services for the benefit of our partners and customers.
- Nice to have
- Experience of working in E-commerce, pricing or revenue management.
- B2B Saa S or digital-platform experience.
- Airport, parking, travel or transport experience.
- Experience with APIs, integrations or payment platforms.
- Experience with CRM and customer-success tools.
- Experience working with international customers.
- Who our Digital team are
- We have fun and look out for each other
- We like a challenge
- We have a bias for action
- We have a love for learning and innovation
- We are proud of what we do and we care about delivering good results
- We have freedom to set our own priorities and decide which tools we use
- We can identify Scandinavian countries by their road markings
- #J-18808-Ljbffr
Digital Customer Success Manager employer: Edinburgh Airport
Edinburgh Airport offers a dynamic and innovative work environment, making it an excellent employer for those passionate about digital transformation in the aviation sector. With a strong focus on employee growth and development, you will have access to ongoing training and career advancement opportunities while working alongside a collaborative team that values creativity and initiative. The unique location at one of Scotland's busiest airports provides a vibrant atmosphere and the chance to contribute to cutting-edge SaaS solutions that enhance passenger experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Edinburgh Airport. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Edinburgh Airport before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Digital Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Edinburgh Airport:Your cover letter is your chance to shine! Tell us why you want to work at Edinburgh Airport specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Edinburgh Airport!
How to prepare for a job interview at Edinburgh Airport
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
