Customer Success Manager

Job description

Job Description:

The Customer Success Manager is all about driving the digital strategy for the customer in providing superior customer experience consultative engagements, supporting our customers and other Airbus business units in generating values from Airbus digital offerings.
It requires a strong understanding of the customer, market trends, design thinking, human-centred design, human computer interaction, systems integration, program and project management, Aircraft systems and are fluent in the latest technology trends.
People in charge of customer success are de facto design leaders, innovative problem solvers, self- starters, delivery oriented leaders and strong collaborators who excel in a fast-paced environment.

1. Sole representative of business line for external customer facing communication
● Manage customers interface for all communications related to digital solutions from post-sales for project execution and manage key success factors in the customer satisfaction;

2. Sole representative of business line to internal GAM representatives
3. Support digital solutions consultative sales as trusted strategic advisor in collaboration with marketing and under the responsibility of Sales Manager. Activity covers from workshops with customers to contract preparation and includes comprehensive consulting for elaboration, implementation and use of Airbus digital integrated solutions
4. Advise customer on best contracted digital solution usage and functionalities based on their business operation model.
5. Ensure Portfolio consistency in front of customers and in Airbus.
6. Write and/or review Statement of Work (SoW) in digital contracts on feasibility, cost, acceptance criteria and invoicing topics. Evaluate the cost of the contract.
7. Drive the value assessment from pre-sales phase to acceptance and adoption phases and monitor customer adoption, ensuring efficient usage to maximize proven value.
8. Build and lead a project team organization with people from different Airbus organizations and in compliance with internal and external rules and regulations to deliver with:
● expected availability and quality for platform, algorithms and services applications
● aircraft fitted with required enablers correct data transmission, capture, routing, transport & processing

9. Execute digital solutions contracts at time, scope, cost and quality.

10. Drive acceptance from customer on digital solutions and trigger associated revenues.
11. Manage internal communication and reporting related to digital services technical sales , contract execution and customer voice including steering management meetings
12. Negotiate with the customer in collaboration with the Sales Manager in case of non-fulfilment of contractual obligations about corrective actions.
13. Establish Fair and Trustworthy relationship with Customer.
14. Ensure that service level agreement and other KPI are in place, share them with customer and manage remedies.
15.Identify/anticipate and mitigate risks/issues which may affect contract execution of digital solutions and make customer heat map monitoring.
16. Optimize customer experience by committing analysis of lessons learnt and feedbacks from customers related to solutions and processes and advocating customer needs to portfolio management, innovation and development team
17. Serve as escalation point for issues impacting the customer on digital solution usage and overall satisfaction.
18. Identify upsell opportunities among the customer portfolio while working with Portfolio, Marketing & Sales and promote add-on solutions
19. Contribute to formulation of engagement and communication plans
20. Participate in concept sessions leveraging ethnographic research and design thinking with customers.
21. Partner with Solution Innovators and Digital Engineering to ensure designs are properly implemented and manage the end-to-end customer experience with Digital Solutions.
22. Upkeep and live Airbus Values, Leadership Model and Code of Conduct to be exemplary to others and to promote and increase the awareness of Airbus Values, Leadership Models and Code of Conduct.

23. Carry out any other task as directed.

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 Customer Services Sdn Bhd

Employment Type:
Permanent

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Experience Level:
Professional

Job Family:
Digital

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