Customer Success Manager

Thales; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Thales is seeking a technical support engineer based in Jakarta, Indonesia, to engage with airline and operator customers. The role involves managing technical issues, conducting reviews, and supporting sales managers in contract negotiations. Candidates should possess strong communication skills and the ability to thrive in a fast-paced environment.

Qualifications

• Excellent communication and presentation skills required.
• Proficiency in English is essential for customer engagement.
• Strong organizational skills and attention to detail are critical.

Responsibilities

• In charge of technical support for airline/operator customers.
• Communicate pro-actively with customers as primary technical interface.
• Identify and report on customers' technical issues & develop resolution plans.

Skills

Communication

Problem Solving

Customer Focused

Team Player

Organizational Skills

Data Analytics

Tools

SAP

Customer Relationship Management (CRM)

Job description

Location: Jakarta, Indonesia

Thales people architect solutions that enable two-thirds of planes to take off and land safely. We create in-flight entertainment systems that engross 50 million fliers every year and we develop the avionics that control the world’s largest commercial aircrafts. Our simulators train the next generation of pilots for fighter jets, transporters and search and rescue helicopters. And, together, each and every member of our aerospace team makes a difference. Thales has been established in Indonesia for close to 40 years. Today Thales Indonesia employs 25 people and has successfully provided numerous solutions to Indonesia in both civil and defense sectors. The Group’s main business in Indonesia has historically been the defense domain, where Thales is a long-term provider of defense systems for the Indonesian Army and Navy. In these areas Thales has demonstrated a strong commitment to working collaboratively with the Indonesian government and partners with local stakeholders. In recent years there has been an increased interest in the Thales civil solutions especially in the field of transportation and air traffic control. With the growing attention to infrastructure development by the Indonesian government, Thales will have opportunities in the transportation and security domain.

Responsibilities:

• In charge of technical support for airline/operator customers
• Communicate pro-actively with Customers as primary technical interface (Maintenance, Engineering, Operations)
• Conduct technical/programs reviews with Customers Technical, Maintenance and Repair organizations as required
• Identify and report on Customers technical issues & Develop and implement resolution plans
• Assess Customers product removals/reliability data to detect potential problems as early as possible, then propose, implement and follow-up reliability improvement plans
• Supports and prepares for Entry into Service for new aircraft type, equipment or In Flight Entertainment Systems
• Supports Regional Sales Managers in contract negotiations on performance and operational obligations
• Post-award contract implementation and coordinate with internal stakeholders on contractual commitments
• Manage cash and financial terms of payment, and generate accurate and timely reporting and forecasting
• Validate & update customers flying hours (FH) for invoicing to Back Office and provides forecasts for By-The-Hour (BTH) contracts
• Seek for continuous improvement in customer relationships through regular interaction
• Manage and ensure that action items from the respective customer satisfaction platforms (i.e. NPS, Airframer Surveys, etc.) are captured and followed up in a timely manner
• Identify and drive incremental business opportunities that will help to increase margins within customer contracts

Requirements:

• May require frequent travel for customers’ engagement
• Excellent communication and presentation skills
• Problem solving and relationship building
• Customer focused and emphatic
• Team player, able to work under pressure, enthusiasm is essential
• Adaptable and resilient in a fast-paced environment
• Strong organizational skills and attention to detail
• Proficient with SAP and familiarity with Customer Relationship Management (CRM) software (e.g. SalesForce), comfortable with data analytics tool
• Proficiency in English is essential, with a strong emphasis on clear and effective verbal and written communication. The candidate must be able to engage professionally with customers from the South Asia region.

Other information:

• Working Location: Jakarta, Indonesia

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!