Sr. Customer Success Manager
Airbus Group Westchester, FL Full-Time
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Airbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. We aim for a better-connected, safer and more prosperous world. A commercial aircraft manufacturer, with Space and Defense as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader . Airbus has built on its strong European heritage to become truly international - with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas, and has achieved a more than sixfold order book increase since 2000. AIRBUS requires that all new employees and temporary workers of Airbus be fully vaccinated against COVID-19. Airbus allows candidates who are not fully vaccinated at the time of hire a reasonable amount of time to obtain vaccinated status. This position requires vaccination against COVID-19 or, if applicable, an approved accommodation for religious or medical reasons. Position Summary: The Customer Engagement and Program 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. Qualified Experience / Skills / Training: 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) Licensure/Certifications: Project management certifications would be a welcomed addition. Communication Skills: Influencing decision makers in Airlines (MCC/OCC) English Proficiency in Spanish (spoken and written) would be a welcomed addition Travel Required: Domestic and International - Approximately 30% 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. Organizational information: 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. Physical Requirements: Equal Opportunity: Airbus Group is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Airbus Group is also committed to compliance with all fair employment practices regarding citizenship and immigration status. As a leader in our field, Airbus Group provides relocation assistance for qualified positions and a comprehensive compensation and benefits package. Airbus Group does not offer tenured or guaranteed employment. Employment with Airbus Group 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.
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Job ID: 3474939132
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