Global Head of Customer Support reference: R104680

Cirium, a recognized leader in aviation analytics, is seeking a dynamic and experienced Global Head of Customer Support to spearhead their worldwide support organization. This is a pivotal leadership opportunity within a company dedicated to connecting the world through data and driving digital transformation across the aviation sector. If you're a strategic leader with a passion for customer success and operational excellence, this role offers a chance to make a significant impact.

About the Opportunity

The Global Head of Customer Support will be instrumental in shaping the future of customer service at Cirium. This role involves setting the strategic direction for the global support team, fostering a culture of operational excellence, and ensuring every customer interaction is exceptional, consistent, and proactive. You will be at the forefront of enhancing customer experience by championing collaboration across critical departments such as Sales, Technology, and Product.

Key Advantages for Candidates

• Strategic Leadership & Vision: This is a senior, highly visible role offering the opportunity to define and execute the customer support strategy for a global organization. You'll have the autonomy to innovate and drive meaningful change.
• Cross-Functional Impact: You will work closely with Sales, Technology, Data, and Product teams, acting as a crucial bridge between customer needs and product development. This ensures your insights directly influence product enhancements and service improvements.
• Drive for Innovation (AI Integration): A significant advantage of this role is the mandate to integrate AI and advanced tooling into customer support operations. This presents an exciting opportunity to leverage cutting-edge technology to enhance efficiency, improve service delivery, and achieve step-change improvements.
• Customer Advocacy: You will be the voice of the customer at the executive level, contributing to strategic discussions and company-wide initiatives. This ensures that customer feedback is a cornerstone of Cirium's decision-making.
• Global Exposure: The role offers the chance to lead a diverse, globally distributed team, providing invaluable experience in managing international operations and fostering a cohesive global support culture.
• Career Growth within a Leading Analytics Firm: Cirium is at the forefront of aviation analytics. This position offers a clear path for career advancement within a data-driven, forward-thinking organization that is shaping the future of an essential global industry.

Key Considerations for Your Career Path

• Proven Leadership in a Technology Environment: The ideal candidate will possess considerable experience in a senior leadership role, ideally within a technology and data company. Demonstrating a track record of managing and developing globally distributed teams is crucial.
• Strong Commercial Acumen & Collaboration: This role demands a leader who can blend commercial focus with agile execution. You'll need to excel at partnering across different functions to achieve results, always with the customer's strategic interests in mind.
• Exceptional Communication Skills: As a senior leader, your ability to communicate clearly, transparently, and effectively is paramount, especially when handling customer-facing Root Cause Analysis (RCA) communications and representing the voice of the customer internally.
• Data-Driven Approach: The role emphasizes monitoring key performance metrics and customer satisfaction scores. A strong ability to analyze data, identify trends, and translate insights into actionable improvements is essential for success.
• Navigating Complexity: The aviation industry is intricate. Candidates should be prepared to navigate complexity with curiosity, embracing inclusivity to drive meaningful impact and solve challenging problems.

This Global Head of Customer Support position at Cirium is an exceptional opportunity for a seasoned leader looking to drive customer success, champion innovation, and contribute to the strategic growth of a global industry leader. If you're ready to shape the future of customer support in aviation analytics, this role awaits.