Customer Relationship Manager

Description du poste

**Swiss AviationSoftware is a 100% subsidiary of Lufthansa Technik, and along with our partners in the Digital Tech Ops Ecosystem, leads the digital transformation of the aviation industry in technical asset operation. As the developer of the world's leading software AMOS, Swiss-AS manages successfully maintenance, engineering and logistics requirements of modern airlines. To strengthen our position at the forefront of this global market, we are looking for dedicated employees who would like to work in a fascinating international environment with more than 200 customers worldwide.**   The CRM & Account Management team plays a central role in owning and growing assigned customer accounts across AMOS and the broader LHT digital ecosystem. The CRM & Account Manager combines strategic account development, day-to-day operational excellence, and commercial ownership to ensure long-term customer satisfaction and value creation. Acting as the primary interface with assigned accounts, this role bridges customer needs and internal capabilities across Product Management, R&D, and Customer Services. We're looking for a motivated new colleague ready to take ownership across the full account lifecycle, from strategy to execution to commercial growth. **Our top 3 selection criteria** * Previous experience in aircraft maintenance activities with a solid understanding of industry business processes and related software solutions. * Proven track record spanning strategic account management, operational customer support, and commercial ownership. * Excellent interpersonal and communication skills, willingness to adapt and active listening. **Tasks** **Strategic** * Develop and maintain account plans covering stakeholder mapping, risk and opportunity mapping, product interdependencies, and long-term growth objectives. * Act as the primary strategic contact for assigned accounts, building trust-based relationships and positioning as a consultative partner. * Own the collection and synthesis of customer needs, expectations, and trends; acting as the voice of the customer internally and the voice of Swiss-AS externally. * Stay updated on industry trends and emerging technologies to proactively shape the customer relationship. **Operational** * Serve as the primary operational contact for assigned accounts, ensuring customer needs are addressed promptly and effectively. * Conduct regular reviews and meetings with customers to assess satisfaction, monitor adoption levels, and identify areas for improvement. * Monitor customer health across adoption, satisfaction, and engagement, identifying risks early and coordinating mitigation actions. * Coordinate internally with Product Management, Development, and Customer Services to manage escalations and ensure delivery commitments are met. * Keep customers informed on product updates, new features, and roadmap developments across AMOS, Aviatar, and flydocs. * Propose tailored support solutions adapted to the specific activities and needs of each customer. * Maintain accurate customer records, contacts, and interaction logs in CRM tools to ensure shared visibility across Swiss-AS. * Contribute, as author or organizer, to global customer communication channels such as mailings, surveys, and events. **Commercial** * Own and lead commercial discussions through to closure for assigned existing accounts. * Identify, drive, and close upsell and cross-sell opportunities across the LHT digital ecosystem. * Build and maintain a 3-12 month pipeline of expansion opportunities. * Support customers in planning and prioritizing their investments across the ecosystem, including guidance on applicable charges and budget preparation. * Identify and develop strategic reference customers in collaboration with relevant internal teams. **Skills**  Strong interpersonal skills and a solution-oriented mindset. * University degree preferred. * English mandatory: excellent written and verbal communication and presentation skills. Additional languages are an advantage. * Knowledge of AMOS and familiarity with the broader LHT digital ecosystem products is a strong plus. * Proficiency in MS Office applications and CRM software products (e.g., Zoho, HubSpot, Confluence). * Team player, flexible, proactive, and able to work independently in a fast-paced environment. * Willingness to travel (20%).   **What we offer** * Working in an open and cooperative environment with a motivated and friendly team * Flexible working hours (flex time model) * Hybrid work model * Flight and travel discount * Excellent working conditions in pleasant surroundings * Good professional and personal development opportunities * Highly appealing pension fund scheme/retirement savings plan * An international work environment with people from around the globe **Workplace & Culture** This is the environment where your meaningful work impacts our customers, our communities and everyone who experiences AMOS. You develop technical skills, increase your knowledge about aviation and new technologies, meet different cultures, and always be yourself. Your work significantly impacts people's lives, technically and as human beings, and contributes to the formation of our future. In addition, you can be part of a fantastic multicultural and international team with a family spirit. We love to travel, laugh, work, be creative, play sports, and, last but not least, do our best work together.