Customer Success Associate IQ

Cirrus•Alcoa, TN

About The Position

Cirrus Aircraft’s Mission is to deliver an aviation experience that is the pinnacle of innovation, quality, and safety to our customers. Cirrus Aircraft is the recognized global leader in personal aviation and the maker of the best-selling SR Series piston aircraft and the Vision Jet™, the world’s first single engine Personal Jet and recipient of the 2017 Robert J. Collier Trophy. Founded in 1984, the company has redefined performance, comfort and safety in aviation with innovations like the Cirrus Airframe Parachute System® (CAPS®) – the first FAA-certified whole-airframe parachute safety system included as standard equipment on an aircraft. To date, worldwide flight time on Cirrus aircraft has passed 16 million hours and over 250 people have returned home safely to their families as a result of the inclusion of CAPS® as a standard feature on all Cirrus aircraft. Find out more at cirrusaircraft.com . Job Summary We are seeking a passionate and knowledgeable Customer Success Associate to support users of Cirrus IQ. As part of an innovative team at Cirrus, an industry-leading aircraft manufacturer, you’ll work directly with aircraft owners and operators, ensuring they gain maximum value from our connected aircraft solutions. You’ll provide guidance on using Cirrus IQ, resolve user inquiries, capture feedback, and offer strategic insights for future improvements.

Requirements

Bachelor’s Degree; in lieu of formal degree, equivalent experience with a proven track record
Five years of experience in a customer success, support, or technical support role, ideally within software or aviation industries
Excellent problem-solving skills and a natural ability to explain technical concepts in user-friendly language
Strong communication skills, with the ability to interact professionally with a variety of stakeholders
Passion for aviation or experience with aviation-related technology is a plus
Understanding and experience with SalesForce CRM
Must have a valid driver’s license to operate a motor vehicle and possess an acceptable driving record
Work hours vary, as events often fall outside regular business hours

Nice To Haves

Experience with Aviation, Lifestyle or Luxury brands a plus
Pilot’s License preferred, but not required
Travel required

Responsibilities

Customer Support: Serve as the first point of contact for app users, answering questions and guiding them through app functionalities to ensure an optimal experience.
Troubleshooting & Issue Resolution: Help customers troubleshoot technical issues, liaising with the development team when needed for complex cases, and maintaining documentation of common issues.
User Feedback Collection: Collect and analyze feedback from app users, offering insights that shape future feature development and improve overall user satisfaction.
Training & Education: Provide personalized app training for new users and assist in creating support materials such as FAQs, user guides, and video tutorials.
Continuous Improvement: Identify recurring user issues and suggest improvements to enhance user experience, collaborating closely with product and development teams.
Feature Testing & Input: Participate in beta testing for new features, providing valuable user-focused feedback to ensure app enhancements meet customer needs.
Representing Cirrus IQ at events: Participate at company and industry events to promote Cirrus IQ.

Benefits

401(k) Plan : Dollar-for-dollar match up to 5% after 90 days, with 100% vesting.
Employer-Paid Coverages : Group term life, short- and long-term disability insurance.
Comprehensive Health Coverage : Medical, vision, dental, with additional dependent coverage options.
Free Health Tracking : With rewards for meeting health goals.
Generous PTO : 120 hours accrued within the first year.
Employee Referral Bonus : For referring talented candidates.
Career Development : Tuition reimbursement and professional growth opportunities.
Exclusive Discounts : Access to partner and marketplace discounts.
Community & Engagement : Company and employee clubs at various locations.
These benefits are designed to support your well-being, growth, and enjoyment at Cirrus!