Customer Success Manager

Customer Success Manager

Airbus is committed to providing reasonable accommodations as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at USCareers@airbus.com.

The Customer Success Manager team is a key enabler of the Airbus Digital Services Growth organization. In that context, the CSM has the responsibility to engage with the airline customers to identify their needs, support the commercial sales process and the innovation processes, oversee the deployment of the services with the airlines, in line with the relevant team in the Digital Services ecosystem and ensure proper solutions adoption and satisfaction of the customers.

The CSM role requires a strong understanding of the airline customers, aircraft systems, program and project management, digital trends, systems integration, Agile software design methodology and some fluency in the latest technology trends. If you see yourself as a delivery-focused, customer-minded, and technically-oriented leader, an innovative problem-solver, if you have no issue in being autonomous whilst fostering strong collaborations internally and externally, and if you thrive in fast-paced and fluid environments, joining Airbus Customer Success team might be for you!

The CSM manages a portfolio of airline customers and is the voice of the customer in Digital Services. The CSM creates strong ties with its relevant interfaces with a view of growing the business opportunities. This can apply to different set-ups :

• Deploying consultative selling methods with the customer, the CSM identifies customer's needs and acts as business-line strategic advisor for the Airbus sales teams to craft an offer based on existing product lines and Digital Innovation teams to identify any product or solution innovation potential.
• Supporting Digital Services sales campaigns as first line expert to promote technically the digital solutions with the end-users and decision makers, in cooperation with Commercial and Marketing teams. The CSM also ensures capacity to deliver versus sales commitment before signature.
• Engaging the early adopters in the Digital alliance product go-to-market strategies.
• Being the customer's main entry point for the execution of the Digital Services contract execution.
• Identifying upsell opportunities among the customer portfolio while working with Portfolio, Marketing & Sales and promote add-on solutions.

Conduct workshops and immersion session with customers

Customer engagement plans, based on product priorities and consultative selling outputs.

Drive the value assessment from pre-sales phase to acceptance and adoption phases and monitor customer adoption, ensuring efficient usage to maximize proven value

Technical demonstrations and material to support sales campaigns technically.

Customer change management plans for the most complex solutions

Draft and / or review the contracts Statement of Work (SOW) on feasibility, cost, acceptance criteria and invoicing topics. Evaluate the cost of the contract. This will include confirming the customer's fleet is properly fitted with the required enablers, correct data-transmission, capture, routing, transport & processing elements.

Deployment roadmaps and robust planning agreed by all relevant Airbus stakeholders

Ensure yearly revenues by triggering invoices issuance and follow-up.

Ensure that service level agreement and other KPI are in place, share them with customers and manage remedies.

Identify / anticipate and mitigate risks / issues which may affect contract execution of digital solutions and make customer heat map monitoring

Providing front-end support to clients and colleagues in other departments.

Own operation of services : measuring performance, and being responsive to production issues.

Master's Degree or equivalent work experience preferred

Bachelor's Degree or equivalent work experience required

10 years or more in commercial aviation in the fields of customer services, airline maintenance engineering, digital solutions, data analytics and / or aircraft systems and avionics :

Influencing decision makers in Airlines (MCC / OCC)

English fluency (spoken and written) required

Proficiency in Spanish (spoken and written) preferred

Domestic and International - Approximately 20%

Authorized to Work in the US

None

Achieve Digital deployment objectives at Airlines (time, scope, cost, quality) to customer satisfaction in compliance with contracts, internal and external processes, rules and regulations : Manage the correct roadmap execution arbitrating between airline availability, and fleet configuration requirements (impacting connectivity of Aircraft and planning to make available in Program and Engineering organizations)

Define, Implement and manage a project team organization with people from different Airbus organizations

Identify / anticipate and mitigate risks / issues which may affect Digital project deployment

Establish effective management of partners and suppliers.

Manage customers interface for all communications related to Digital project, and from all Airbus organization (including sub parties) getting customer's feedback on Airbus deployment and identifying the key factors in the customer satisfaction to improve the deployment process accordingly;

Manage internal communication and reporting related to the deployment of Digital project including steering management meetings

Support claim management and negotiate with the customer in collaboration with Sales Manager in case of non-fulfilment of contractual obligations about corrective actions.

Support sales & marketing to prepare contracts according to Digital project context.

Builds the necessary customer relationship to secure revenue generation for the digital solutions business line ($50M in 2022, $93M in 2023), and foster customer loyalty by being a trusted advisor in their digital transformation journey. The CSM needs to manage customer expectations vs Airbus' ability to deliver mature products, and influence Airbus' digital innovation by conveying customer feedback.

On time Entry Into Service of Digital project

Customer Satisfaction on the overall execution

Costs and revenues target achieved

Publish progress status for each project

Management of steering meetings

Airline Top management (CEO / COO / Maintenance, Operations, Flight Ops VPs)

Airline Maintenance Ops, Network Ops, Flight Ops directors and controllers

Airbus internal interfaces : Aircraft and Service Sales, Customer Support Directors, Field Reps, Airbus Program, Airbus Engineering, Airbus Connectivity House

Vision : Daily able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering

Hearing : Daily able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on production floor including safety warnings or alarms.

Speaking : Daily able to speak in conversations and meetings, deliver information and participate in communications.

Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors) : Daily able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts.

Carrying : Daily able to carry documents, tools, drawings, electronic equipment up to 30lbs / 14kgs.

Lifting : Daily able to lift documents, tools, drawings, electronic equipment up to 30lbs / 14kgs.

Pushing / Pulling : Rarely able to push and pull small office furniture and some equipment and tools.

Sitting : Daily able