Customer Success Manager - CUAS

Ensure uncompromised Mission Readiness in high-stakes environments by maximizing the value of our C-UAS solutions - safeguarding long-term retention through deep-rooted partnerships and elite service standards!

As a Customer Success Manager, your mission is to maximize the value customers derive from our solutions while safeguarding long-term retention. You will foster deep-rooted relationships and uncover new ways to expand our partnerships, all while upholding high-level service standards. Beyond solving day-to-day challenges, you will serve as a vital feedback loop for our teams, ensuring our future innovations are directly inspired by the voices of those we serve. You will ensure our systems provide uncompromised Mission Readiness, recognizing that our solutions operate in high-stakes environments where uptime is critical to site security. This role reports to the Project Management Team Manager C-UAS.

• Collaborate with Project Managers in early project stages to later ensure a "warm handover" from implementation to the steady-state support phase.

• Act as the key contact for customers after the delivery phase, ensuring all ongoing services align with SLA and warranty commitments.

• Serve as the first-level escalation point for service requests.

• Synthesize feedback from client interactions and support tickets to provide actionable, business goals-oriented insights to the Success, Sales, and Product teams.

• Oversee the health of service and support subscriptions and develop plans to proactively reach out to customers periodically to ensure long-term value.

• Analyze KPIs to assess the performance of our products and customer satisfaction scores, providing periodic reports to management.

• Ensure support activities provided outside the SLA scope are registered and billed to the customer.

• Participate in periodic audits to identify opportunities to improve current standard SLAs and service-related Terms & Conditions.

• Provide insights to the Sales Team to support proposal creation for additional sales or system renewals with existing customers.

• Work closely with Service Engineering to oversee Life Cycle Support and Spares Management, ensuring customers have necessary parts and documentation.

• Act as the high-pressure coordinator for critical system failures, prioritizing rapid restoration of services for deployed or front-line C-UAS units.