Metropolis Technologies is creating artificial intelligence to transform the real world, aiming to revolutionize everyday experiences. They are seeking a Customer Success Manager to manage key airline clients and vendor partners, blending operational oversight with strategic account management to enhance service delivery and client satisfaction.

Responsibilities:

Serve as the key point of contact and customer success manager for assigned airline clients and vendor couriers within the Bags, Inc. logistics line of business
Develop and maintain strong, positive relationships with client representatives, proactively anticipating their needs and building long-term trust
Lead the creation and presentation of quarterly business reviews (QBRs) and other regular performance reports to airline clients, translating complex data sets into actionable insights
Oversee the day-to-day operations of vendor couriers, ensuring adherence to rigorous performance standards and service level agreements (SLAs)
Communicate effectively with employees and clients to ensure fulfillment of performance requirements
Seek and implement opportunities to leverage AI and other technologies to streamline workflows, improve operational costs, and enhance the customer experience, such as improving ETA delivery windows
Partner with Product and Engineering teams to advocate for operational efficiencies and client-requested features
Navigate complex escalations from high-value clients while handling multiple priorities simultaneously

Requirements:

5+ years of professional Customer Success Manager experience, ideally in the hospitality or airline industry
Proven experience in relationship management and presentation creation for high-level audiences
Demonstrated experience or strong familiarity with data analytics and leveraging AI to drive efficiencies in logistics or account management
Excellent oral and written communication skills
Ability to communicate effectively with employees and clients to ensure fulfillment of performance requirements
Ability to maintain positive relationships with client representatives
Experience handling multiple priorities simultaneously
Proficiency with operational tracking systems
Experience leveraging AI tools to transform static workflows into responsive, high-output processes

Metropolis Technologies

Open Positions (2)

Customer Service

Customer Success Manager

Engineering

Senior Software Engineer, Product Foundations