Customer Success Manager

The Customer Success Manager (CSM) plays a pivotal role in driving customer satisfaction, retention, and revenue growth by ensuring customers derive maximum value from their helicopter simulators. The primary objective is to increase the utilization of simulators (hours flown) by proactively engaging with customers, addressing their needs, and optimizing their operational performance.

Customer Relationship Management

• Act as the primary point of contact for customers, fostering long-term relationships.
• Conduct regular check-ins to understand customer needs, challenges, and goals.
• Build trust and ensure customers are satisfied with the products and services.
• Be the Services Key account contract manager to ensure proper implementation of the contract.

Onboarding of a new customer

• Lead the onboarding process for new customers, ensuring they are fully trained on simulator usage and capabilities.
• Work closely with the Training Manager to allow a delivery of a customized training programs to improve customer proficiency.

Increasing Simulator Utilization

• Work closely with the Training Activation Manager to analyze customer data and identify underutilized simulators and create strategies to increase usage.
• Collaborate with customers to optimize scheduling and streamline simulator operations.
• Propose tailored solutions, such as new training scenarios or advanced features, to enhance simulator value. Activity handle closely with the Product office.

Proactive Issue Resolution

• Monitor simulator performance and coordinate with the technical support team to address any issues promptly.
• Anticipate potential challenges and provide proactive solutions to mitigate downtime.

Customer Feedback and Advocacy

• Collect feedback to understand customer satisfaction and identify areas for improvement.
• Advocate for customer needs internally by collaborating with product development, sales, and marketing teams.

Reporting and Metrics

• Track and report key performance indicators (KPIs), such as hours flown, customer retention rates, and satisfaction scores.
• Use data-driven insights to make recommendations for operational improvements.

Upselling and Cross-Selling

• Identify opportunities to promote additional services, upgrades, or new products to enhance customer operations.
• Collaborate with the sales team to drive revenue growth through expanded customer engagement.

• Strong understanding of helicopter training and simulation technology.
• Knowledge of aviation regulatory requirements, including certification and approval processes for flight training programs.
• Excellent communication and interpersonal skills to liaise with diverse stakeholders, including operators, Loft engineering, and regulatory bodies.
• Strong analytical and problem-solving abilities to address technical and operational challenges. 
• Fluent in German (min. B2 level is a must) and English.
• Eligible to work in Switzerland (Swiss/EU citizenship)

Loft Dynamics is a team of over 90 passionate hard- and software engineers, highly specialized developers, and dedicated aviation and production experts that has achieved the world's first qualification for a Virtual Reality Motion training device by the European Aviation Safety Authority EASA with its Robinson R22 & Airbus H125 training solutions. All mechanical designs and electronic systems are engineered and coordinated in-house. Another strength of the team is its proximity to flight schools and professional operators worldwide. Swiss launching customer Mountainflyers, the Heli Academy, the development partner Air Zermatt, the helicopter manufacturer Airbus Helicopters and other important industrial partners enable the development of highly performing and innovative training solutions with the best possible value. Several European and North American training centers have already ordered our training devices and services and operate them successfully. The company is multiplying its products and services offers and growing rapidly.

We offer a modern and flexible working environment with the latest development tools, exciting challenges, and future-oriented career opportunities for you!

If you are interested, we would enjoy receiving your application documents. We are looking forward to getting to know you.

For questions, please get in touch with our HR Business Partner Marianne +41 44 442 09 56.