Manage day-to-day software support operations, including team leadership, escalations, SLA and KPI tracking, ticket administration, incident resolution, release support, customer communications, and continuous process improvement. Partner with Development, QA, Systems, and Operations to resolve defects and improve reliability. Maintain support procedures, knowledge bases, training materials, reporting, and team performance while ensuring customers receive timely, effective assistance.

Grow Avinode Group’s business aviation customer base and revenue across the Americas through inbound and outbound B2B SaaS sales. Manage strategic relationships, identify client challenges, deliver tailored solutions, maintain CRM records, nurture sales opportunities, achieve quotas, develop market plans and forecasts, and communicate customer insights internally. Collaborate with Account Management, Customer Success, Support, Marketing, Revenue Operations, and Product. International travel up to 25% is required.