Customer Success Analyst - Airvoyant

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Customer Success Analyst - Airvoyant

We are building the next generation of data-driven aviation software to revolutionize aircraft maintenance and management. Our customers include airlines, MROs, and aviation vendors who want a more efficient, intelligent, and cost-effective way to do business.

We are looking for a Customer Success Analyst to play a key role in supporting customers as we launch and scale a new SaaS platform serving aviation procurement. This role sits at the intersection of customer support, implementation assistance, and operational enablement.

You will work directly with customers on day-to-day needs, assist with onboarding and configuration, support beta and pilot programs, and help ensure customers are successful in using the platform. This is a hands‑on role well suited for someone who enjoys solving problems, learning technical products, and working closely with both customers and internal teams.

• Serve as a first‑line point of contact for customer questions and issues
• Troubleshoot common product issues and guide customers toward resolution
• Escalate complex or technical issues appropriately, providing clear context and documentation
• Help maintain service responsiveness while balancing quality and thoroughness
• Assist with customer onboarding, setup, and light configuration
• Support implementation activities and pilots of new AI capabilities led by senior Customer Success or Engineering team members
• Validate data inputs, configurations, and workflows during customer onboarding
• Help customers understand how to use the platform effectively in their daily operations
• Help explain product functionality, workflows, and outputs to customers
• Educate customers on AI capabilities, behavior, limitations, and responsible usage to build trust and confidence in the platform.
• Support training sessions, demos, and walkthroughs
• Contribute to customer‑facing documentation, FAQs, and guides
• Reinforce best practices and standard usage patterns
• Monitor customer usage and other signals related to adoption or risk
• Help prepare reports, dashboards, and summaries for internal and customer use
• Track common issues and patterns to inform product and process improvements
• Support the development of internal runbooks and playbooks
• Assist in supporting beta customers and controlled pilot programs
• Help customers navigate early‑stage or prototype features
• Capture real‑world customer feedback and learnings to inform model refinement, productization decisions, and go‑to‑market readiness.
• Support safe and effective rollout of new capabilities in partnership with Customer Success and Engineering teams
• Other duties as assigned

• Bachelor’s degree with 2–5 years of experience in a customer‑facing role (Customer Success, Support, Operations, Implementation, or similar)
• Strong problem‑solving skills and attention to detail
• Comfortable working with technical or data‑driven products
• Clear written and verbal communication skills
• Ability to learn new tools and workflows quickly
• Organized, reliable, and comfortable working in a fast‑moving environment
• Experience working with SaaS products
• Familiarity with ticketing systems, documentation tools, or analytics platforms is a plus

• Background or experience in aviation, aerospace, or enterprise procurement systems
• AI Fundamentals certification or equivalent foundational knowledge of AI and data‑driven technologies
• Familiarity with Amazon Web Services (AWS), Jira and Confluence
• Experience in a startup environment where you had to build your own processes
• Prior experience integrating with external enterprise systems (e.g., ERP, MRO, procurement platforms)

Job Type: Full-Time

Level: Mid-Level

Travel: 25%

Trax USA Corp. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.