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.

Accountabilities

Digital solutions and services bring the biggest revolution in the aviation ecosystem of the last decade and enable our customers to secure, transform and optimize their end-to-end operations.

One of the major key success factors on digital services is making customers and their needs a primary focus within the overall digital organization. This is ensured by the Customer Success Management collaborative frame in the Digital Solutions organization where Sales Manager, Marketing, Support and Customer Success Manager work together as a team.

In this frame, the Customer Success Manager is accountable for:

• ensuring continuation of overall customer relationship as trusted strategic advisor
• managing internal activities and stakeholders to ensure the execution of digital services contracts on time, cost, and quality and getting customer acceptance with associated revenues
• monitoring customer adoption and driving retention, growth, renewals and satisfaction
• advocating customer needs and making the link with Growth and innovation squads, portfolio management and development teams
• identifying and nurturing on-boarded customers for advocacy on Airbus digital solutions within external and internal digital ecosystem
• identifying upsell opportunities with portfolio management, marketing and sales managers
  

The jobholder, as Customer Success Manager, reports to the Head of Digital Solutions AASD but operationally reports to HO Customer Success Management (SDPC) in Toulouse.

Main activities

• Business line representative for external customer facing communication
• Support digital solutions consultative sales as trusted strategic advisor in collaboration with marketing and under the responsibility of Sales Manager. Support covers from workshops with customers to contract preparation and includes comprehensive consulting for elaboration, implementation and use of Airbus digital integrated solutions
• Write and/or review Statement of Work (SoW) in digital contracts regarding following points: feasibility, cost, acceptance criteria and invoicing. Evaluate the cost of the contract.
• 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;
• Execute digital solutions contracts at time, scope, cost and quality
• Build and lead a project team organization with people from different Airbus organisations 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
• Drive acceptance from customer on digital solutions and trigger associated revenues
• Drive the customized value assessment for the customer from pre-sales phase to acceptance and adoption phases and monitor customer adoption, ensuring efficient usage to maximize proven value
• Advise customer on best contracted digital solution usage and functionalities based on their business operation model
• Manage internal communication and reporting related to digital services technical sales , contract execution and customer voice including steering management meetings
• Negotiate with the customer in collaboration with the Sales Manager in case of non-fulfilment of contractual obligations about corrective actions.
• Ensure that service level agreement and other KPI are in place, share them with customer and manage remedies
• Identify/anticipate and mitigate risks/issues which may affect contract execution of digital solutions and make customer heat map monitoring
• 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
• Serve as escalation point for issues impacting the customer on digital solution usage and overall satisfaction
• Identify upsell opportunities among the customer portfolio while working with Portfolio, Marketing & Sales
  

Outputs

The performance of Customer Success Manager is assessed based on the following KPIs:

• Revenues link to digital services as expected and defined in signed contracts
• On time acceptance of Digital Services projects
• Business value provided with digital services confirmed by customer value assessment and satisfaction
• Profitability of the deal managed
• Contracts as expected regarding feasibility, cost, acceptance criteria and invoicing

SKILLS CSM

• 
  Experience with Customer Relationship Management
• Excellent communication and negotiation skills
• Technical background in aircraft, engineering, airlines, IT, big data, Airbus digital solutions
• Project management and transverse people management
• Team player
• Sound knowledge of market analysis

Equal 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.