ideaForge - Manager - Field Operations & Customer Success

Manager - Field Operations & Customer Success

Experience: 7-12 Years

Employment Type: Full-time

Job Overview:

We are seeking a dynamic and experienced Manager - Field Operations & Customer Success to lead our field operations team and ensure exceptional customer experiences. This role demands a strong leader with expertise in aviation, UAVs, or aeronautics, who can drive operational excellence, foster customer relationships, and collaborate across functions. If you're passionate about optimizing field activities, enhancing customer satisfaction, and possess analytical prowess, we encourage you to apply.

Key Responsibilities

Team Leadership:

- Lead and manage teams of Pilots, Key Account Managers, and Trainers.

- Provide essential training and mentoring, and propose improvements to enhance team capabilities.

- Develop and implement a strategy for Training Excellence and Optimization across product, process, and people.

Field Operation Management:

- Ensure the timely completion of trials, demos, training, and ATP/commissioning activities.

- Participate in field trials for large deals, ensuring full alignment with all related requirements.

- Oversee Inventory Management for field operations.

- Develop SOPs and best practices for Customer Support and Success functions.

Customer Success:

- Build and maintain strong relationships with both customers and channel partners.

- Provide valuable product and process feedback/input, establishing mechanisms to relay these insights to development teams.

Cross-Functional Collaboration:

- Collaborate closely with Sales, Product, R&D, QA, and Supply Chain teams to achieve success in all field operation activities.

- Establish and manage robust relationships with cross-functional teams.

International Business:

- Manage the structure and resources required for international field demos, trials, and trainings.

- Support pilots and manage inventory specifically for international operations.

Qualifications:

- Technical Background with MBA in a related field.

- 7-12 years of experience in the Aviation, UAV, or Aeronautics industries.

- Proficiency in Power BI and advanced analytical tools for UAV log analysis