Customer Success Specialist

OzRunways is seeking a dedicated Customer Success Specialist to join our team. In this role, you will be responsible for managing relationships with corporate and enterprise customers, ensuring their successful onboarding, account setup, and ongoing satisfaction with OzRunways EFB. You will serve as the primary point of contact for enterprise accounts, proactively identifying opportunities to enhance their experience and expand our enterprise customer base. Our head office is based in Adelaide, however, we are open to considering an interstate based team member.

About OzRunways:

OzRunways Pty Ltd develops and provides Electronic Flight Bag (EFB) solutions for pilots and aviation organisations throughout Australia and the Asia-Pacific region. OzRunways was acquired by ForeFlight in 2024, and since this strategic partnership, we have been working collaboratively with ForeFlight to enhance EFB solutions in the region. Being apart of the ForeFlight family give us access to ForeFlight's extensive resources and industry-leading tools while maintaining our specialised focus on the Australian/NZ market. Our innovative products help aviation professionals operate more efficiently and safely.

Responsibilities:

• Monitor and respond to incoming enterprise account signups, providing proactive follow-up and assistance with account setup and configuration
• Serve as the primary point of contact for enterprise customers, addressing their queries and ensuring their success with OzRunways EFB
• Identify and approach potential enterprise customers to expand OzRunways' corporate client base
• Generate and manage quotes and invoices for enterprise accounts
• Develop strong relationships with key stakeholders within enterprise customers
• Collaborate with the product and development teams to communicate enterprise customer needs and feature requests
• Create and maintain documentation to support enterprise customer onboarding and account management
• Provide demonstrations of OzRunways EFB for potential and existing enterprise customers
• Track and report on enterprise customer metrics, including acquisition, retention, and satisfaction
• Represent OzRunways at industry events and tradeshows as needed
• Assist the marketing team with marketing campaigns and content strategy

Required Qualifications:

• Aviation experience in the Business, Corporate or Military sector
• Exceptional verbal and written communication skills
• Strong customer service orientation with a focus on relationship building
• Ability to explain technical concepts to various audience levels
• Understanding of aviation operations and terminology
• Ability to work independently and manage multiple priorities
• Australian Permanent Residency

Desired Qualifications:

• Aviation experience or qualifications (eg PPL or CPL)
• Knowledge of Electronic Flight Bags (EFBs) and aviation software
• Experience with enterprise sales, account management, or customer success roles
• Familiarity with OzRunways and/or ForeFlight products
• Experience with invoicing and quoting systems
• Comfort working in a dynamic environment with evolving responsibilities
• Experience with Atlassian products, Zendesk, and Google Suite
• Experience developing and delivering presentations or webinars

Perks & Benefits:

• Latest technology: Apple MacBooks and iPads to help you work efficiently
• Work-life balance: Flexible working arrangements to suit your lifestyle
• Aviation industry exposure: Travel opportunities to air shows and conferences to showcase our products
• Pilot perks: Access to company Cirrus aircraft and flight allowances to advance your aviation qualifications
• Career growth: Dedicated professional development pathways and learning opportunities
• Rewarding package: Competitive remuneration reflecting your skills and experience

Software Engineer

We’re in the early stages of creating a new role within our Development team, and we’re eager to hear from Software Engineers with strong skills in iOS, Android or Web Development. While the specifics of the role are still being finalised, we'd love to hear from a proactive and adaptable applicant who’s excited to contribute to a variety of development functions or specialise in their preferred area.

If you have an interest in aviation and believe you possess beneficial skills for the OzRunways Development team, feel free to share an Expression of Interest. We'll keep your details on file and be in touch if a suitable opportunity becomes available in mid-late 2025.