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 Success Manager 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.
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 youPrimary Responsibilities:The CSM is the voice of the customer in Digital Services and 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, the CSM identifies with the 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, contributing to Digital Services sales campaigns with Commercial and Marketing teams and 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.Identify upsell opportunities among the customer portfolio while working with Portfolio, Marketing & Sales and promote add-on solutions.Main DeliverablesConduct workshops and immersion session with customersDrive the value assessment from pre-sales phase to acceptance and adoption phases and monitor customer adoption, ensuring efficient usage to maximize proven valueCustomer engagement plans, based on product priorities and consultative selling outputs.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 stakeholdersEnsure 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 monitoringProviding 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: 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 processesGood communication skills (internal/external) and assertiveness, including experience in holding technico-commercial discussions with airlines, ranging from airline CEOs, VPs heads of maintenance, fleet management, operations, reliability, airline IT teamsCapable 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 workingCurious and open-minded for change and continuous improvement.English Advanced level (written and spoken), an additional language Ability and appetite to travel (approximately 20-30% of time on average)Education:Bachelor’s Degree or equivalent work experienceExperience:Achieve information Digital deployment objectives at Airlines (time, scope, cost, quality) to customer satisfaction in compliance with internal and external rules and regulations.Manage the correct roadmap executionDefine, Implement and manage a project team organization with people from different Airbus organizationsEstablish 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 meetingsSupport negotiate with the customer in collaboration with Sales Manager in case of non-fulfilment of contractual obligations about corrective actions.Ensure that service level agreement is in place and manager associated issuesIdentify/anticipate and mitigate risks/issues which may affect Digital project deploymentDeliver successful achievement, in a transverse organizationCommit effective integration of lessons learnt and identify improvements in related tools and processesSupport sales & marketing to prepare contracts according to Digital project context.Licensure/Certifications:Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):EnglishProficient in Spanish (spoken and written)Travel Required:Domestic and InternationalEligibility:Authorized to Work in the USClearance:NoneOUTPUTS 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 meetingsEqual 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.