Customer Support Manager

Airbus; Trento; On-site; EUR 45,000 - 60,000; Full time

Benefits offered by this job

Orari di lavoro flessibili

Formazione continua per lo sviluppo di

Biglietti mensa 9€

CCNL Metalmeccanico Industria

Sconti con aziende locali

Job summary

Airbus Helicopters Italia Srl cerca un Customer Success Manager con forte orientamento al cliente per garantire soddisfazione e fidelizzazione, guidando il miglioramento continuo e aumentando la disponibilità della flotta.

Il ruolo richiede laurea in Business Internazionale o Ingegneria e oltre 10 anni di esperienza in ruoli Sales/Support nel settore elicotteri, italiano fluente (min B2) e inglese avanzato; tedesco/francese/spagnolo è un plus.

Qualifications

• Laurea in International Business, Ingegneria o titolo equivalente.
• Oltre 10 anni di esperienza in ruoli di Sales/Support nel settore elicotteri.
• Esperienza internazionale è un plus.
• Ottima conoscenza dell'italiano (minimo B2) e inglese fluente.
• Conoscenza di tedesco, francese o spagnolo è preferenziale.
• Ottima comunicazione, analisi e capacità di reporting.

Responsibilities

• Ascoltare e interfacciarsi costantemente con i clienti del portfolio per definire priorità e raccolta feedback.
• Coordinare esperti e discipline di supporto interne per soluzioni rapide e adeguate.
• Sviluppare una strategia cliente allineata alle aspettative e monitorare KPI con Salesforce.
• Garantire al cliente informazioni sui servizi, iniziative di miglioramento e cambiamenti di catalogo.
• Pianificare e monitorare azioni operative per gestire dubbi o lamentele e migliorare i processi.
• Analizzare l’attività operativa del cliente (ore di volo, consumo parti, trend futuri) con specialisti.

Skills

Customer relationship management

Leadership by example

Communication and reporting

Sales and service management

Analytical thinking

Education

University degree in International Business or Engineering

Tools

Salesforce

Google Workspace

Job description

Come Airbus Helicopters Italia siamo leader nel settore aeronautico, occupandoci della commercializzazione e vendita di elicotteri all'avanguardia sul mercato. Garantiamo un supporto d'eccellenza a 360 gradi: siamo infatti un punto di riferimento nella manutenzione di base e di linea, nonché un Centro di Addestramento certificato Airbus Helicopters e Safran H.E. Grazie alla nostra struttura CAMO, assicuriamo ai clienti i più elevati standard di navigabilità dei loro mezzi e, attraverso la nostra qualificata Design Organization, ci occupiamo della loro completa personalizzazione. La persona ricercata entrerà a far parte di un team dinamico, focalizzato nel servire i clienti del nostro mercato di riferimento e nel garantire la totale soddisfazione e fidelizzazione. Il CSM è il punto di riferimento principale del cliente per quanto riguarda il supporto e i servizi: sarai responsabile della sua soddisfazione e guiderai il miglioramento continuo per garantire le massime prestazioni dei servizi e aumentare la disponibilità della flotta nella sua interezza.

The successful candidate will join a dynamic team, focused on serving the customers of our target market and ensuring their total satisfaction and loyalty. The CSM is the customer’s main focal point regarding Support & Services: you will be accountable for their satisfaction and drive continuous improvement to guarantee maximum service performance and increase fleet availability in its entirety.

What you will do

• Constantly listen to and engage with the customers in your portfolio through regular meetings and visits to gather their priorities (availability, spare parts delivery, maintenance duration) and collect feedback on operational performance.
• Coordinate experts and various internal support disciplines to provide quick and adequate solutions to customer needs, particularly in managing priority or exceptional cases (with escalation if needed to ensure resolution).
• Develop a customer strategy aligned with expectations, contributing to the definition of the Customer Satisfaction Roadmap and constantly tracking activities, reports, and interactions in the Salesforce CRM.
• Provide the customer with crucial information on services, communicating improvement initiatives, catalog changes, “hot topics,” and guiding them in understanding our products and organization.
• Set up and monitor any operational action plans to manage doubts or complaints, assessing the gap between observed performance and customer perception to identify areas for process improvement while respecting financial constraints.
• Analyze activity levels related to the customer’s operations (such as flight hours, spare parts consumption, and future trends), coordinating with specialists to provide in-depth analyses.

How to convince us

• University Degree in International Business, Engineering, or a similar degree program.
• More than 10 years of professional experience in supporting helicopter operations as a Sales Manager or Support Manager.
• Experience gained in international contexts will be considered a strong plus.
• Excellent knowledge of the Italian language (minimum certified B2 level), a fundamental requirement as you will work and interface directly with the local territorial market.
• Excellent knowledge of English (fluent).
• Knowledge of German, French, or Spanish is an additional advantage.
• Excellent communication, analysis, and reporting skills, combined with autonomy and a strong sense of responsibility.
• Strong Customer Relationship mindset, with the ability to fully understand their context and expectations.
• Transversal leadership based on example (leadership by example).
• Solid technical knowledge of Support & Services activities, AH programs, and proficiency in using Google Suite and Salesforce.

What we offer

• The opportunity to be part of an international Group that is a market leader in the aeronautical sector, with the possibility of taking part in international mobility programs.
• Flexible working hours.
• Continuous and specific training for the development of your professional career.
• Dedicated agreements and discounts with local companies.
• Applied National Collective Labour Agreement (CCNL): Metalmeccanico Industria.
• Lunch tickets worth 9€.
• Starting gross salary from €45,000.
• Base Salary Range : EUR 45000 - EUR 60000.
• Annual Experience Level: Professional.
• Job Family: Customer Account and Service Management.

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 Helicopters Italia Srl

Employment Type: Permanent

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief. Airbus is, and always has been, committed to equal opportunities for all.

Airbus pioneers sustainable aerospace for a safe and united world. The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence and connected services. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions and services worldwide.