Customer Success Manager

Airbus Group - Airbus Defence & Space; Toulouse; Hybride; EUR 45 000 - 65 000; Plein temps

Résumé du poste

A leading aircraft manufacturer in Toulouse is looking for an engineer to maintain strong relationships with customers and manage the deployment of digital solutions. This role involves identifying upsell opportunities, ensuring effective contract execution, and monitoring customer adoption. Candidates should possess a Bachelor's degree, aeronautical experience, and excellent communication skills, alongside a proactive attitude and an ability to travel. The position offers a hybrid work model and various employee benefits.

Prestations

Work-Life Balance & Flexibility

Comprehensive Health Insurance

Training and development opportunities

Qualifications

• Proven Airline customer-facing experience.
• Aeronautical knowledge or ability to understand digital products linked to flight operations.
• Knowledge in IT, data-analytics, or strong interest in these fields.

Responsabilités

• Identify potential opportunities for upsell and innovations.
• Maintain customer relationships for successful adoption of solutions.
• Manage deployment phase from contract signature to service entry.

Connaissances

Good communication skills

Proactive and good organizational skills

Customer relationship management

Ability to travel

Formation

Bachelor’s Degree or equivalent work experience

Outils

Skywise

Navblue

Description du poste

Overview

Société Airbus Group - Airbus Defence & Space

Lieu(x) Toulouse

Postulez maintenant

CDI Aéronautique
Cadre
Ingénieur
Publiée depuis 1 jour

Airbus is a leading aircraft manufacturer with the most modern and comprehensive family of airliners on the market, ranging in capacity from 100 to more than 500 seats. Airbus champions innovative technologies and offers some of the world’s most fuel efficient and quiet aircraft. Airbus has sold over 13.800 aircraft to more than 360 customers worldwide. Airbus has achieved more than 8,000 deliveries since the first Airbus aircraft entered into service. Headquartered in Toulouse, France.

Responsibilities

• Identify potential opportunities to the sales and/or programs team including upsell opportunities, innovations and early adopter engagements.
• During contract lifecycle, regularly, drive the value assessment from contract phase to acceptance and adoption phases and monitor customer adoption, ensuring efficient usage to maximize proven value
• Identify/anticipate and mitigate risks/issues which may affect contract execution of digital solutions and contribute towards the customer heat map
• Maintaining a close relationship with the customers, ensuring consistent successful adoption of our solutions throughout the life of the contract.
• Manage Customers digital portfolio ensuring our solutions are correctly positioned within Customers digital architecture.
• Ensure longevity of our solution deployment bringing required product evolution back to relevant departments and robust obsolescence management with Customers.
• Ensure that service level agreement and other KPI are in place, share them with customers and manage remedies.
• Manage the deployment of solutions to the customers: the CSM is responsible for managing the deployment phase from contract signature to the entry into service milestone. This requires strong customer program management skills to define the deployment plans, manage budgets, and ensure a quality delivery of satisfactory solutions. The CSM shall be responsible in the following areas:
• Manage interfaces with internal & Airbus stakeholders by owning deployment plans & roadmaps, to ensure a successful delivery
• Agree with the customer on the value of the solutions bought and agree on the expectations for successful conditions
• Coordinate and drum-beat all teams involved in the customer delivery
• Support customer change management activities conducting workshops and immersion sessions
• Drive acceptance from customers on digital solutions (including value assessment confirmation, customer adoption, efficient usage) and trigger the initial associated revenues.
• Communicate on overall progress

Other responsibilities

• Be the customer’s main entry point for the execution of the digital services contract and maintaining close ties during run-mode
• Manage the contract and remedies and act as the internal point of contact / reference for internal support teams on contractual commitments
• Participate in other company issued projects and tasks as required by direct leadership
• Education & Experience
• Bachelor’s Degree or equivalent work experience
• Proven Airline customer-facing experience;
• Aeronautical knowledge or the ability to understand rapidly and in detail digital products linked to flight operations, aircraft operations, health monitoring, predictive maintenance, reliability, and hosting operations
• Knowledge in IT, data-analytics or have a strong interest in these fields, being familiar with Skywise and/or Navblue products is an asset
• 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 plan and to maintain project consistency at any time

Profile

• Good communication skills (internal/external) and assertiveness, including experience in holding discussions with airlines, ranging from airline CEOs, VPs heads of maintenance, flight operations, 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 would be an asset.
• Ability and appetite to travel (approx 30% of time on average)

What we Offer

• Work-Life Balance & Flexibility
• Flexible working hours with a hybrid model (3 days per week in our Blagnac office).
• 25 annual paid leave days + Collective and individual JRTT (proportional to working time).
• A 6th week of paid leave (proportional to working time).
• Generous 12-day "family reason absence package."
• Family & Health Support
• 5 additional full-pay days for maternity, paternity, and adoption leave.
• Comprehensive Health Insurance plan.
• 3 extra paid annual leave days for employees with RQTH status.
• Financial Wellbeing & Savings
• Success sharing (intéressement) and profit sharing (participation) schemes.
• Monthly seniority bonus for all employees with 3+ years of service.
• Access to Airbus Group saving plans (PEG) including investment in Airbus shares after 3+ months of service.
• Access to a TSA (Time Saving Account)
• Collective and Mandatory Retirement Savings Plans (PERCOL and PERO).
• On-site & Other Perks
• Several catering options for lunch (canteens, food trucks, bakeries, etc.).
• Staff councils (CSE) offer various social, cultural, and sports activities/services.
• Navette (shuttle) service.
• Training and development opportunities to support your career growth

Apply

Apply

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