Senior Customer Success Agent

About Portside, Inc.

Portside is a leading provider of modern software solutions for the global aviation industry. As a fast-growing SaaS company, we operate across three key verticals: business aviation, regional commercial aviation, and aircraft leasing & finance. With nearly 300 team members spread across five continents, we support over 1,000 enterprise customers, helping them streamline and manage all aspects of their day-to-day operations.

What You’ll Do

As a Customer Success Agent, you will play a crucial role in delivering exceptional service to our software users. This position involves troubleshooting complex issues, supporting system integrations, and collaborating with cross-functional teams to ensure a seamless user experience. The ideal candidate will possess strong technical acumen, an open-minded and customer-focused attitude, and a commitment to helping clients operate smoothly and efficiently.

You will be working 8am to 5pm Central European Time.

You will work closely with customers, sales and product managers to:

• Manage a portfolio of customer accounts, understanding their unique business objectives and ensuring those objectives are achieved.
• Build and maintain strong customer relationships, overseeing the onboarding process to set new customers up for success with our products.
• Deliver training and demo sessions to customers as needed to ensure effective product use.
• Drive renewals, upsells, and cross-sell opportunities by working closely with customers to align their needs with our offerings.
• Monitor customer health and proactively address potential issues to maintain high satisfaction and retention rates.
• Collaborate with product management and development teams to address customer requests and feedback.
• Provide comprehensive support services, including configuring the portal, analyzing financials to establish import procedures, verifying imported data, conducting demo sessions, and guiding customers through the entire deployment process.
  
  

Requirements

• 2+ years of experience in international customer care
• Understanding of financial analysis, auditing, or accounting
• Upper-Intermediate English level or higher
• Proficient in Excel and/or Google Sheets
• Degree in Science
• Neat, capable of working with a large volume of numbers
• Punctual and self-motivated, able to deliver results working in a distributed team
• Diplomatic and tactful
  
  

What We Offer

• Young, but well-established product company with a product-market fit, fast-growing customer base, a modern and well-maintained code base, and no red tape or bureaucracy; we value everyone’s ideas and contributions
• Initial training within the existing customer success team
• Competitive compensation
• 25 paid working days off
• Fully remote work model
• Small, friendly, experienced and highly professional team with a track record of building successful software businesses
• Company laptop