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Senior Customer Success Manager
3 months ago
Airbus is committed to providing reasonable accommodations as an Equal Opportunity Employer to applicants with disabilities. If you require assistance or an accommodation to complete your application, please contact us at USCareers@airbus.com
Notice: Know Your Rights: Workplace Discrimination is Illegal
Notice: Pay Transparency Nondiscrimination (English)
Aviso: Transparencia en el Pago No Discriminación (Spanish)
Job Description
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 Defence 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.
The Airbus Digital Services Growth organization is looking for a Sr. Customer Success Manager in Miami, FL, who will engage with our airline customers to identify their needs, support the commercial sales process as well as the innovation process, and lead all aspects of the deployment of those services within the airlines.
This position is located in Miami, Florida. While it reports through Atlanta, the role will sit at our Latin American Customer Service offices near Blue Lagoon, focusing on our LATAM customers.
Meet The Team
The Airbus Skywise team is a partnership founded in 2019 with Delta Air Lines to develop predictive maintenance programs and additional performance solutions for mixed fleet operations. Find them in the historic Ponce City Market area.
Your Working Environment
The Skywise team powers a purpose-built industry data platform to address Aircraft Operations Challenges. Our team combines in-flight, engineering and operational data in an analytic rich environment to provide airlines with meaningful information.
How We Care For You
Financial Rewards: Competitive base salary, incentive compensation which may include profit sharing schemes, retirement savings plan and the ability to participate in an Employee Stock Ownership Plan (“ESOP”)
Work/Life Balance: Paid time off including personal time, holidays and a generous paid parental leave program.
Health & Welfare: Comprehensive insurance coverage including medical (traditional and high-deductible health plans), prescription, dental, vision, life, disability, Employee Assistance Plan (“EAP”) and other supplemental benefit coverages.
Individual Development: Upskilling and development opportunities through our global Leadership University, including unlimited access to 10,000+ e-learning courses focusing on ways to develop your employability, certifications, career path as well as the opportunity to participate in accelerated development programmes and both national and international mobility.
At Airbus, we support you to work, connect and collaborate more easily and accessibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.
Your Challenges
Conduct workshops and immersion session with customers
Develop customer engagement plans, based on product priorities and consultative selling outputs.
Drive the value assessment from pre-sales phase to acceptance and adoption phases and monitor customer adoption, ensuring efficient usage to improve shown value
Technical demonstrations and material to support sales campaigns technically.
Customer organizational change plans for the most sophisticated solutions
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 accurately fitted with the required enablers, correct data-transmission, capture, routing, transport & processing elements.
Deployment roadmaps and robust planning agreed by all relevant Airbus stakeholders
Ensure yearly revenues by triggering invoices issuance and follow-up.
Ensure that service level agreements and other critical metrics are in place, sharing with customers and managing remedies.
Identify/anticipate and mitigate risks/issues which may affect contract execution of digital solutions and create customer heat map monitoring
Providing front-end support to clients and colleagues in other departments.
Own operation of services: measuring performance, and being adaptable to production issues.
Your Boarding Pass
Master's Degree or equivalent work experience preferred
Bachelor's Degree or equivalent work experience required
10 years or more in commercial aviation in the fields of customer services, airline maintenance engineering, digital solutions, data analytics and/or aircraft systems and avionics
Confirmed airline customer-facing experience;
Knowledge in IT, data-analytics or have a strong curiosity about these fields, being familiar with Skywise
Program management and the right abilities to drumbeat the internal organization and ensure contractual commitments, customer happiness, cost and revenue targets, and events management.
Capacity to build and lead a project path and maintain project consistency at any time.
Capable of crafting a strong and trustful customer relationship and leading customer expectations.
You believe in listening to the customer, as much as being able to give clear explanations and resolve potential issues.
You must be eligible to work in the United States without sponsorship.
Salary Range
Salary range based on the required profile: $120,000.00 to $135,000.00/year (including a variable part based on your performance). Information provided as an indication.
Take your career to a new level and apply online now
A full job description will be provided to candidates who progress to the interview stage or any candidate upon request.
As a leader in our field, Airbus in America provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.
Airbus in America provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus in America complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training.
Airbus in America expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. Improper interference with the ability of Airbus' employees to perform their job duties may result in discipline up to and including discharge.
As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.
Airbus does not offer tenured or guaranteed employment. Either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.
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 Americas Customer Services, Inc.
Employment Type
US - Direct Hire
Experience Level
Professional
Remote Type
Flexible
Job Family
Production Planning & Scheduling
Job Posting End Date: 03.02.2024
Airbus provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Employment with Airbus 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. Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.
By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
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. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.
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