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Avinode Jobs

Product Specialist

We are looking for a Product Specialist for the Avinode Marketplace with a deep interest and passion for online SasS solution, aviation/travel, and innovation. The position is based in Miami, Florida, and you will support Avinode members and partners across the globe. Avinode was the first company to move business aviation online, disrupting an entire industry with a technology-first mindset.

Purpose

As a Product Specialist, your focus will be to develop customer relationships that promote retention and loyalty. Your primary responsibility is to work closely with customers to ensure they maximize their value from the products they subscribe to, are satisfied with the services they receive and to troubleshoot any issues or questions. In addition, you must be highly-technically proficient and a quick learner. You should be adaptive to different customer personalities while being able to find commonality to establish trust and a productive working relationship. Lastly, we are looking for a highly motivated Product Specialist who is passionate about delivering exceptional service, while still knowing how to have a fun and work-life balance.

What you’ll do:

  • Oversee the onboarding, adoption and usage of new accounts so members attain the value of their subscriptions as quickly as possible
  • Educate members on how existing and new product features work, and how the software can contribute to their business objectives
  • Deliver exceptional service primarily via phone, email, and screen-sharing, and ensure every customer is satisfied with the handling of questions/issues
  • Analyze and troubleshoot complex system-related issues on behalf of customers and escalate issues to tech support or software developers
  • Research, analyze, and recommend processes to improve the customer’s overall experience with Sales and Key Account managers
  • Lead customer trainings remotely or onsite
  • Work cross-functionally with marketing and software developers on marketing strategies by understanding client expectations, assessing feasibility, and identifying marketing and advertising opportunities for our members
  • Work with third-party vendors to set-up new connections and troubleshoot performance issues to ensure data feed is working properly
  • Develop and keep thorough understanding of our products by meeting with product owners to review product releases and proper system usage
  • Proactively gather customer feedback and relay it to internal teams for product enhancements
  • Maintain and develop high level understanding of the Aviation Industry
  • Participate in internal projects to improve products and processes
  • 15% travel required

Who you are:

  • An excellent analytical and critical problem solver
  • Professional, genuine, outgoing and empathetic communicator
  • Passionate about people, customer service and going above and beyond customer expectations
  • Never satisfied – you are constantly looking to improve both yourself and the business by experimenting and trying new approaches and tools
  • Embracing a dynamic work environment and industry, where change is the only constant
  • Highly motivated, entrepreneurial, energetic, and able to thrive in a highperforming organization

Essential Skills:

  • Bachelor’s Degree
  • Excellent communication and presentation skills
  • Minimum two years of customer service experience
  • High attention to detail
  • Technical aptitude – quick to develop a deep understanding of new software
  • Ability to communicate complex technical features in simple terms
  • Ability to prioritize multiple competing priorities in a fast-paced environment
  • Ability to work in a flat organizational environment and as a member of a team
  • Account Management or Customer Success Management experience a plus

About the Avinode Group

The Avinode Group was the first company to move business aviation online, disrupting an entire industry with a technology-first mindset. Today, we operate a growing suite of applications that 6,000+ air charter professionals use to do their everyday work. We take our role in their businesses seriously and make a point of delivering consistently excellent customer service and unrivaled, ever-improving products. This level of sophistication doesn’t stop us from having fun, however. We “Noders” find it important to enjoy an open and friendly work atmosphere, where a bit of quirky humor is always welcome. With 35 employees in Gothenburg and 30 in Miami and Portland, our flexible and collaborative culture empowers every single person to come forward with new ideas, to make mistakes and initiate dialogue.

Send your application via e-mail hr@avinode.com

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