Customer Success Analyst en Airnguru

The Customer Success Analyst will play a critical role in ensuring our customers achieve their desired outcomes and derive maximum value from our products/services. This individual will be responsible for managing customer relationships, providing support, and working cross-functionally to ensure customer satisfaction and retention. Additionally, you will ensure the quality and reliability of our software products, creating and executing manual test cases for new features and regression testing. You will be an essential part of our Agile team, providing proactive support to both internal and external stakeholders.

• Support guiding new customers through the onboarding process to ensure a smooth transition and quick adoption of our products/services.
• Conduct product demonstrations and training sessions to educate customers on features and best practices.
• Configure and customize the tool by using SQL and other high-level programming languages.
• Monitor SLAs and KPIs to maximize team productivity and service level adherence.
• Maintain regular communication with customers to address inquiries, gather feedback, and provide updates on product enhancements.
• Collect and analyze customer feedback to provide actionable product improvements and enhancements insights.
• Collaborate with the Product team to keep the customer informed about relevant releases.
• Provide timely and effective support to customers, resolving issues and answering questions.
• Work closely with the technical support team to escalate, explain, and resolve issues.
• Conduct regression tests to identify bugs, and ensure product quality and performance.
• Participate in the Agile project flow providing feedback in all areas, paying close attention to high-risk areas, and communicating testing concerns.
• Create and maintain comprehensive documentation for test scripts, user guides, and new functionalities for internal and external users.

• Bachelor's degree in Computer Science, Engineering, Business, or a related field.
• Strong technical knowledge of SQL.
• Ability to manage multiple, time-sensitive projects with competing priorities while working independently to drive projects to completion.
• Excellent problem-solving, strategic, and investigative skills, with the ability to draw insights from data and manage recommended actions.
• Strong organizational and analytical skills
• Excellent English oral and written communication and interpersonal skills.

• Basic understanding of revenue management principles and practices within the airline industry.
• ATPCO Knowledge
• Experience working in agile development environments and familiarity with agile methodologies such as Scrum or Kanban.
• Experience working directly with clients in product management, account management, or customer success roles is a plus. (2+ years experience)

• Half-day off for birthdays
• Individual yearly budget for productivity gadgets and courses
• Bonus for health insurance
• Participation in biweekly company updates
• Open communication culture
• Stimulating career paths for tech and R&D professionals
• Fully remote work
• Includes International Travel: Occasional opportunities to visit clients worldwide