Customer Solutions Engineer

US Remote /
Customer Delivery – Client Implementation /
Full Time
Our Vision
We are on a path to become the single largest provider of commercial intelligence and automation across the travel and transportation industry.

Starting with airlines, we provide the Cirrus Revenue Operating System™ that reshapes how travel and transportations businesses plan their commercial operation. We displace legacy data, forecasting, pricing, and reporting solutions with a single enterprise SaaS platform that leverages the latest advancements in deep learning, cloud computing, and user experience.

Our hyper-accurate contextual forecasts enable the most effective scheduling, marketing, and leadership decisions while directly managing the pricing for billions of dollars worth of product and revenue.

We are looking for an exceptional Customer Solutions Engineer to join our Customer Delivery team.  You will report to one of our AI Customer Delivery managers and serve in a key customer-facing role. You will be engaging with senior stakeholders at our airline customers to ensure successful customer implementations of FLYR’s advanced CirrusTM Revenue Operating System for airlines.

We get particularly excited about highly curious, detail-oriented, and independent team members that want to join us on our journey, thriving on successful customer adoptions, digging deeper to understand customer technical issues during implementation, and highly competent at facilitating the communication between technical and business-centric parties alike.

What will your destination look like?
-Directly engage with our airline customers’ executives, subject matter experts, and business leads
-Serve as a customer’s primary business requirements point of contact from initial customer onboarding through to production operations.   
-Understand airline customers’ revenue management systems,  business processes, and data so FLYR can onboard a new airline customer onto our platform
-Lead discovery calls to capture customer’s implementation requirements
-Provide guidance to customers on the implementation, integration, and configuration of FLYR’s revenue management product
-Analyze customer onboarding issues, implementation change requests, and customer data delivery and data quality issues, using your strong domain knowledge of airline revenue management to provide business context to technical issues.    
-Maintain open lines of communication with customers so FLYR can deliver our services reliably in the face of ongoing customer business and operational change
-Assist FLYR’s Customer Delivery managers with the day-to-day relationship management with our airline customers.  
-Provide project management of onboarding and implementation work by capturing and tracking issues in issue tracking systems. 
-Coordinate with customer and with FLYR engineering and operations teams on service delivery escalations arising from underlying issues in customer data
-Recognize customer issues and implementation pain points and advocate for their needs to influence FLYR product direction.  
-You will work closely with Product and Engineering teams and advocate to improve FLYR’s platform for fast onboarding and successful customer outcomes

What can you bring on this trip?
-2+ years post-degree experience working directly with clients including driving discussion, presenting findings, and facilitating progress while maintaining strong client relationships
-Past career experience in software services delivery or implementation consulting role highly preferred
-Competent in SQL - you can investigate data quality issues and perform analysis from large datasets in SQL occasionally using complex queries involving multiple JOINs, GROUP BY statements, WINDOW functions, and conditionals
-Experience/exposure to software development methodologies (SCRUM/Agile) and supporting tooling (Git)
-Domain knowledge of airline revenue management or related areas of airline commercial operations is ideal, but not required
-Strong organizational and project management skills
-You’re comfortable with issue trackers like Jira and Trello, dogmatic about tracking issues to resolution and regularly use issue trackers to provide status reporting
-Experience with data visualization and operation or executive reporting (Tableau, Looker, etc.)
-Fluent and effective communication, presentation, and documentation skills, both written and verbal

Benefits:
-Equity in Series B startup with high growth potential
-Comprehensive healthcare plans (Choice of PPO & HMO available)
-Generous PTO policy and flexible working arrangements
-401K with company match

Candidate Selection Process
Initial Screen - Active candidates are screened against the criteria listed above
Introductory Call - A FLYR team member will reach out for an initial call to learn more about each other.
Technical Assignment - A technical assignment utilizing the necessary skills listed above provided on a take-home basis.
Technical Video Interview - A joint technical exercise session utilizing the necessary skills listed above with a FLYR team member.
Onsite/Virtual Onsite - A series of meetings with the hiring team/team members to finalize our evaluation of each candidate. 

About FLYR’s product
Cirrus™, our Revenue Operating System, is deployed by major commercial airlines both internationally and domestically. Cirrus leverages an extensive data- and deep learning infrastructure that was built from the ground up to solve airlines’ most complex commercial challenges.
 
Founder Alex Mans started FLYR in 2013, initially with the intent to remove inefficiencies in airline pricing for travelers. Since then, we've shifted focus to address the forecasting and pricing problems at the core of major airlines, and we have built a team with a wide range of experiences in enterprise technology, aviation, and entrepreneurship. We are a dynamic and fast-growing travel tech start-up headquartered in the SoMa neighborhood in San Francisco with a European development hub in Krakow, Poland.

Impact of COVID-19
While the effects of COVID-19 on commercial aviation (our primary client base) have been widely publicized, demand from airlines around the globe has exceeded all expectations. On the back of incredible outperformance compared to legacy incumbents in our space, we are on track for an exceptionally strong 2021 and beyond. While the road to travel recovery isn’t easy, you won't find any other industry as dedicated to continuous improvement and reinvention.

Our Commitment to Fairness
At FLYR, we are proud to be an equal opportunity workplace and embrace a commitment to have our teams better reflect the world around us as we scale the business.