Job Description

About Citiri

Citiri is a rapidly growing, venture-backed technology company that’s transforming how the world’s airports and transit systems are designed, built, operated and experienced. CitiriOS, our flagship software platform leverages AI-enriched workflows, stakeholder engagement portals, and augmented analytics to help operational readiness leaders minimize operational impacts and deliver ready-to-operate projects on-time, on-budget, and on-benefit. Our success is driven by extraordinary individuals committed to driving extraordinary results. Join us in shaping how critical infrastructure is designed, delivered, operated, and experienced globally.

About the Role

We’re looking for a customer-obsessed and service-oriented airport professional to join our Customer Success Team. You’ll become a CitiriOS expert and help airport operational readiness / ORAT teams reliably achieve successful outcomes by driving adoption and maximizing the value customers reap from our platform. You’ll form and maintain strong customer relationships, orchestrate seamless onboardings, and be a proactive, trusted guide for our customers.

Responsibilities

• Act as the primary point of contact for our customers, ensuring a seamless onboarding and adoption process.
• Develop and maintain strong relationships with operational readiness teams, their key stakeholders, and department leaders.
• Provide expert guidance on best practices to optimize the use of CitiriOS.
• Monitor customer performance and drive their success and retention by proactively addressing opportunities and challenges.
• Collaborate with internal teams (sales, marketing, product management, engineering, and support) to ensure customer feedback is integrated into product improvements.
• Conduct tactical meetings as well as quarterly and annual business reviews with customers to highlight value, celebrate successes, identify opportunities, and mitigate risks.
• Assist in training and support initiatives, ensuring customers are well-equipped to leverage our platform effectively.
• Advocate for customers internally to influence product development and service enhancements.

Requirements

• Minimum 3-5 years of experience in an operations or customer experience role for an airport , airline or ground handler , or prior experience in a customer success, account management, or customer support, role with a technology company in the aviation industry .
• Strong customer service skills with a deep understanding of airline and/or airport operations processes, regulatory requirements, and industry practices.
• Excellent verbal and written communication skills with the ability to present complex solutions clearly.
• Proactive, solution-oriented problem solver with a growth mindset.
• Tech-savviness with experience using modern software and other technology in day-to-day work, such as Large Language Models like ChatGPT.
• Team player, able to work collaboratively with other teammates and departments to maintain alignment on driving customer satisfaction and success.
• Up to 20% travel

Nice to Have

• Previous ORAT experience on new facilities.
• Familiarity with Salesforce (or other CRM tools).
• Understanding of customer success metrics.

Citiri is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

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