Connektica is a high-growth startup based in Montreal and Toulouse that designs and develops SaaS solutions for the aerospace and defense industry. Our mission is to help these businesses grow with digitalisation and automation.
We’re looking for talented individuals excited about the opportunity and working with cutting-edge technologies.
As our Head of Customer Services, you will build, lead and scale the customer centric team.
Reporting to the General Manager, the mission is to ensure customers are successfully onboarded, deployed, and supported through high-quality professional services and projects. This role owns the full lifecycle of services delivery, from defining what we sell to how we deliver.
Key Responsibilities
Team Management: Source, hire, and mentor the existing and future support engineers and solution architects of your team.
Project Management: Scope with Sales team customers needs with complex technical requirements, statements of work, and ensure promised outcomes are deliverable. Organise and track projects progress and risks with earn value management.
Customer relationship: Build customer satisfaction by defining the end-to-end implementation journey, technical discovery and data integration to final user acceptance. Gather feedback for the Product team and opportunities for the Sales team.
You enjoy building customer loyalty
- Visit the factories or labs of our aerospace and space industry clients in Europe
- Build and maintain strong relationships with customers
- Serve as escalation point for complex customer issues and high-priority accounts
- Conduct regular projects reviews with customers to ensure satisfaction
- Gather customer feedback and translate insights into valuable improvements
You prefer to work as a team
- Develop strategies to reduce churn and support product adoption
- Partner with Sales on account expansion and renewal opportunities
- Represent the voice of the customer internally to influence Product roadmap
You recognise yourself in our core values
- Accountability: Deliver on commitments
- Transparency: You build trust and confidence with your relationships
- Simplify: You keep things simple as you’re continuously learning and improving
- Stronger together: You collaborate with humility and honesty
Preferred Qualifications
- 5+ years in customer services, customer success, or professional services roles
- Team management and Project management experience
- Bonus if you have worked for a SaaS company and/or in the aerospace & defense industry, and with SME and Mid-market customers.
- Technical literacy allows you to understand API integrations, data migration complexities, and cloud-based SaaS architectures
- Fluent in French and English
- Based in Toulouse, can travel over Europe
What do we offer with this job?
- Opportunity to shape the digital transformation of aerospace manufacturing
- Work with cutting-edge technology solving real-world aerospace challenges
- Hybrid work setup and work directly with the leadership team
- Collaborative team environment focused on customer success
- Professional development and growth opportunities
At Connektica, we’re passionate about empowering aerospace manufacturers with tools that drive efficiency, quality, and growth. If you’re excited about helping companies transform their manufacturing and test processes through innovative technology, we want to hear from you!
Interested in the role?
Send us an email at hiring@connektica.com with your resume and a cover letter (optional)