Customer Relationship Manager

The Customer Relationship Manager at Swiss AviationSoftware manages assigned accounts within the AMOS and LHT digital ecosystem, bridging customer needs with internal teams to drive commercial growth and satisfaction.

This position serves as the central link between assigned customers and the company's internal departments, including Product Management, R&D, and Customer Services. The role encompasses the entire account lifecycle, from initial strategy and execution to ongoing commercial expansion, ensuring that customer requirements are effectively translated into actionable solutions.

Responsibilities

• Create and update comprehensive account plans that include stakeholder analysis, risk assessment, opportunity identification, and long-term growth targets.
• Function as the main strategic liaison for designated accounts, fostering trust and acting as a consultative advisor.
• Gather and analyze customer feedback, expectations, and market trends to represent the customer's perspective internally and the company's offerings externally.
• Serve as the primary operational point of contact, ensuring timely and effective resolution of customer inquiries and issues.
• Organize and conduct regular meetings with clients to evaluate satisfaction, track software adoption, and pinpoint areas for enhancement.
• Track customer health metrics related to adoption, satisfaction, and engagement to proactively identify risks and implement mitigation strategies.
• Collaborate with internal teams such as Product Management, Development, and Customer Services to handle escalations and guarantee delivery commitments are fulfilled.
• Inform clients about product updates, new features, and roadmap changes for AMOS, Aviatar, and flydocs.
• Design and propose customized support solutions tailored to the specific operational needs of each client.
• Maintain precise records of customer interactions, contacts, and data within CRM systems to ensure team-wide visibility.
• Participate in organizing global customer communications, including newsletters, surveys, and events.
• Lead and finalize commercial negotiations for existing accounts to drive revenue growth.

Requirements

• Prior experience in aircraft maintenance with a thorough understanding of industry business processes and relevant software solutions.
• Demonstrated success in strategic account management, operational customer support, and commercial ownership.
• Strong interpersonal and communication abilities, with a willingness to adapt and practice active listening.
• Fluent English proficiency with excellent written and verbal communication and presentation skills.
• Proficiency in MS Office applications and CRM software products (e.g., Zoho, HubSpot, Confluence).

Nice to have

• Additional languages are an advantage.
• Knowledge of AMOS and familiarity with the broader LHT digital ecosystem products is a strong plus.
• University degree preferred.

What the company offers

• Working in an open and cooperative environment with a motivated and friendly team
• Flexible working hours (flex time model)
• Hybrid work model
• Flight and travel discount
• Excellent working conditions in pleasant surroundings
• Good professional and personal development opportunities
• Highly appealing pension fund scheme/retirement savings plan
• An international work environment with people from around the globe

About the company

Swiss AviationSoftware operates as a wholly owned subsidiary of Lufthansa Technik, driving the digital transformation of the aviation industry in technical asset operation. The company manages maintenance, engineering, and logistics requirements for modern airlines, serving over 200 customers worldwide. Its work impacts customers, communities, and everyone who experiences AMOS. The team is multicultural, international, and has a family spirit.

• Swiss AviationSoftware operates as a wholly owned subsidiary of Lufthansa Technik, driving the digital transformation of the aviation industry in technical asset operation.
• The company manages maintenance, engineering, and logistics requirements for modern airlines, serving over 200 customers worldwide.
• Its work impacts customers, communities, and everyone who experiences AMOS.
• The team is multicultural, international, and has a family spirit.