Job Description

About Acron Aviation:

Acron Aviation is an agile commercial aviation partner with a long heritage of providing established, industry-certified solutions, as well as future-focused, data-driven innovations. With customers across the globe our employees are committed to the company mission of innovating to create safer skies. For more information visit acronaviation.com

Overview

Working in the Acron Aviation Data Analytics customer success team, you will be responsible for developing strong customer relationships that promote retention and loyalty, improving customer lifetime value and reducing churn. You will ensure customers are successfully using the products and services they have purchased and upselling additional products and services from the product portfolio. Working with internal functions, you will ensure excellent customer service standards are maintained, going above and beyond to ensure customer satisfaction and retention.

Our Values are an integral part of who we are. We seek candidates who share our values:

Customer First Own It Move Fast Speak Candidly

What we offer

25 days holiday per year (plus bank holidays), increasing with long service, with the option to buy/sell up to 5 days. Private medical insurance with optional family cover. Pension scheme with up to 7% employer contribution. Life Assurance 4x salary (flexible up to 10x). Group income protection. Flexible opt-in extras such as dental insurance, gym membership, and cycle to work scheme. Subsidised staff restaurant and onsite parking (including EV charging). Employee assistance programme providing wellbeing support.


Key Responsibilities

Customer Relationship Management

Manage and develop a portfolio of key clients, building strong relationships with safety managers, flight operations personnel, and FOQA teams. Act as the primary point of contact for assigned operators/accounts. Hold regular meetings with customers to discuss insights, events, safety trends, system feedback, and improvement opportunities. Liaise with global customers via telephone and email, maintaining strong and trusted relationships. Act as the customer advocate, representing customer needs and priorities internally.

Onboarding & Platform Adoption

Support the onboarding process for new customers, guiding operators through the FDM platform setup and configuration. Deliver online demonstrations and training sessions to support new sales opportunities and upsell products to existing customers.

Sales & Commercial Support

Prepare and send sales proposals for new products, renewals, or upsell opportunities. Assist with purchase orders, sales orders, and quotations. Own CRM management, ensuring all customer profiles, contacts, and activity logs are accurate and up to date. Support the Customer Success Manager with the Customer Contact Plan and overall customer engagement strategy.

Customer Support & Issue Resolution

Action customer support tickets as required, ensuring timely responses and clear communication. Provide insights, guidance, and best practice recommendations based on FDM data and industry standards.

Industry Engagement & Professional Development

Support Acron Aviation Safety Seminars and other safety initiatives. Demonstrate and promote industry best practice in all customer interactions. Attend overseas travel for customer visits, industry conferences, and exhibitions as required. Participate in Continuous Professional Development activities to maintain and enhance your knowledge of FDM, aviation safety, and customer success practices.

Skills & Experience Required:

Strong relationship-building skills with the ability to identify customer needs and present relevant upsell opportunities through a consultative, customer-first approach. Experience in Customer Success, Account Management, or a customer-facing aviation role (desirable). Understanding of Flight Data Monitoring, FOQA, or aviation safety concepts (advantageous but not essential). Ability to interpret data and explain technical concepts clearly to non-technical audiences. Proficiency with CRM systems, Jira Service Desk and Microsoft Office Workspace tools. Highly organised, detail-oriented, and comfortable managing multiple accounts. Willingness to travel internationally when required.

Please note: All candidates who wish to be considered for this vacancy must have the right to work in the UK.