Customer Relationship Manager

Poste

Permanent

Mid

Service client

Modalités

Allschwil, Switzerland

Hybride

10–100%

Exigences

Bachelor

Permis UE/AELE

Compétences

LHT digital ecosystemCommercial ownershipProduct interdependenciesMS OfficeUpsellingCustomer relationship management (CRM)AMOSTechnical supportAircraft maintenance coordinationCustomer satisfactionCRM architectureCustomer account management

Langues

Anglais C2

Description

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.

Responsabilités

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.
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.
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.

Exigences

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%).

Technologies

AMOSMS OfficeCRM software products (e.g., Zoho, HubSpot, Confluence)

Avantages

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

Entreprise

Swiss AviationSoftware

Aviation

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.