Customer Success Associate - Cirrus IQ

Job Summary

We are seeking a passionate and knowledgeable Customer Success Associate to support users of Cirrus IQ, our connected aircraft technology. As part of an innovative team at Cirrus, an industry-leading aircraft manufacturer, you’ll work directly with aircraft owners and operators, ensuring they gain maximum value from our connected aircraft solutions. You’ll provide guidance on using Cirrus IQ, resolve user inquiries, capture feedback, and offer strategic insights for future improvements and features.

Duties and Responsibilities/Essential Functions

• Customer Support: Serve as the first point of contact for app users, answering questions and guiding them through app functionalities to ensure an optimal experience.
• Troubleshooting & Issue Resolution: Help customers troubleshoot technical issues, liaising with the development team when needed for complex cases, and maintaining documentation of common issues.
• User Feedback Collection: Collect and analyze feedback from app users, offering insights that shape future feature development and improve overall user satisfaction.
• Training & Education: Provide personalized app training for new users and assist in creating support materials such as FAQs, user guides, and video tutorials.
• Continuous Improvement: Identify recurring user issues and suggest improvements to enhance user experience, collaborating closely with product and development teams.
• Feature Testing & Input: Participate in beta testing for new features, providing valuable user-focused feedback to ensure app enhancements meet customer needs.
• Representing Cirrus IQ at events: Participate at company and industry events to promote Cirrus IQ.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Bachelor’s Degree; in lieu of formal degree, equivalent experience with a proven track record
• Five years of experience in a customer success, support, or technical support role, ideally within software or aviation industries
• Excellent problem-solving skills and a natural ability to explain technical concepts in user-friendly language
• Strong communication skills, with the ability to interact professionally with a variety of stakeholders
• Passion for aviation or experience with aviation-related technology is a plus
• Understanding and experience with SalesForce CRM
• Experience with Aviation, Lifestyle or Luxury brands a plus
• Pilot’s License preferred, but not required
• Travel required - Must have a valid driver’s license to operate a motor vehicle and possess an acceptable driving record
• Work hours vary, as events often fall outside regular business hours

Competencies

To perform the job successfully, an individual should demonstrate the following competencies: 

• Cultivates Innovation: Creates new and better ways for the organization to be successful.
• Balances Stakeholders: Anticipates and balances the needs of multiple stakeholders.
• Tech Savvy: Anticipates and adopts innovations in business-building digital and technology applications.
• Interpersonal Savvy: Relates openly and comfortably with diverse groups of people.

Ensures Exceptional Customer Service:

• Energizes the Cirrus Service Essentials
• Strives to improve service performance.
• Anticipates guests' needs and responds promptly.
• Displays guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Handles guest problems and complaints. 

Cirrus provides a range of exciting benefits, including: 

• 401(k) Plan: Dollar-for-dollar match up to 5% after 90 days, with 100% vesting.
• Employer-Paid Coverages: Group term life, short- and long-term disability insuran