Customer Success Manager

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Job Description:

Position Summary:

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!

Primary Responsibilities:

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.

• Alternatively, 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.

Main Deliverables

• 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.

Education:

Master's Degree or equivalent work experience preferred

Bachelor's Degree or equivalent work experience required

Experience:

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:

• Proven Airline customer-facing experience;

• Aeronautical engineering and avionics knowledge or the ability to understand rapidly and in detail digital products linked to Aircraft ops, health monitoring, predictive maintenance, reliability;

• Knowledge in IT, data-analytics or have a strong interest in these fields, being familiar with Skywise;

• Program management and the right skill sets to drumbeat the internal organization to ensure contractual commitments, customer satisfaction, cost and revenue targets and events management. Capacity to build and own project path and to maintain project consistency at any time.

• Know the Airbus organization and its processes

• Good communication skills (internal/external) and assertiveness, including experience in holding technical commercial discussions with airlines, ranging from airline CEOs, VPs heads of maintenance, fleet management, operations, reliability, airline IT teams, and others

• Capable of creating a strong and trustful customer relationship and managing customer expectations. You believe in listening to the customer, as much as being able to give clear explanation and resolve potential issues;

• Proactive and good organizational skills.

• Good team player, have the ability to collaborate in cross-functional teams and include remote teams to ensure consistent ways of working

• Curious and open-minded for change and continuous improvement.

• English Advanced level (written and spoken), an additional language

• Ability and appetite to travel (approximately 30% of time on average)

Communication Skills:

Influencing decision makers in Airlines (MCC/OCC)

English fluency (spoken and written) required

Proficiency in Spanish (spoken and written) preferred

 

Travel Required:

• Domestic and International - Approximately 20%

 

Eligibility:

• Authorized to Work in the US

Clearance:

• None

Decision Making, Complexity:

• 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.

 

Job Dimensions, Contributions to Success:

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.

 

OUTPUTS

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

 

Nature of Contacts:

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.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Airbus Americas Customer Services, Inc.

Employment Type:

US - Direct Hire

Experience Level:

Professional

Remote Type:

Flexible

Job Family:

Production Planning & Scheduling <JF-MA-PP>

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Job Posting End Date: 07.05.2025Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will, meaning either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.

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