Job Description:

The Customer Success Manager (CSM) team is a key enabler of the Customer Experience Organization. The CSM has the responsibility to engage with the airline customers to identify their needs, oversee the deployment of the services with the airlines, ensure proper solution adoption and customer satisfaction.

The CSM role requires an understanding of airline customers, aircraft systems, program and project management, digital trends, systems integration, Agile software design methodology and some fluency in the latest technology trends.

Primary Responsibilities

The CSM manages a portfolio of airline customers and is the voice of the customer in Skywise. Their primary responsibilities are summed up in two main areas:

• Being the customer's project manager for the execution and deployment of the digital Services.
• Being the trusted advisor for the customer during the run-mode, supporting requests, escalations and overall health.

Main Deliverables

• Build and execute customer facing projects (deployments, upgrades, change requests) using internal project management tools and methodologies.
• Conduct workshops and immersion sessions with customers.
• Customer engagement plans, based on product priorities and consultative selling outputs.
• Customer change management plans for the most complex solutions.
• Assist Deal Manager with technical feasibility, scope validation, and deliverability.
• 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.
• Act as a focal point for cash management and drive acceptance for revenue recognition.
• Ensure that service level agreements and other KPIs are adhered to per customer contracts.
• Identify/anticipate and mitigate risks/issues which may affect contract execution of digital solutions and perform customer heat map monitoring.
• Own operation of services: measuring performance, and being responsive to customer issues.

Qualifications and Skills

Education and Experience

• 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.
• Aeronautical engineering and avionics knowledge, or the ability to understand rapidly and in detail digital products linked to aircraft ops, health monitoring, predictive maintenance, and reliability.
• Knowledge in IT, data analytics, or 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.
• Experience creating strong and trustworthy customer relationships and managing customer expectations.

• Excellent communication skills (internal/external) and assertiveness, including experience in holding technical commercial discussions with airlines, ranging from airline CEOs, VPs, Heads of Maintenance, fleet management, operations, reliability, airline IT teams, and others.

Travel Requirements: 30% travel Domestic and International

Eligibility: Authorized to work in Canada

What we Offer:

Located in the heart of University of Waterloo's David Johnston Research + Technology Park, Skywise is close to shops, restaurants, gyms, daycare, and many other amenities, and only 10 minutes away from Hwy 85. As part of our family, you will enjoy:

• Being part of Airbus Network
• Flexible hours
• Hybrid working environment (3 days in office)
• Free parking
• Vacation Days (15 - 25)
• Professional Development Day
• Christmas shut down
• Summer core hours
• Strong work-life balance
• Casual dress code
• Competitive group benefits plan
• Strong focus on mental health support benefits
• Sick and Personal days
• RRSP matching program
• Life Insurance
• Access to Employee Share Scheme
• Maternity & Paternity benefits
• Referral program
• Rewards and Recognition program
• Training and Development Support
• Monthly Lunch and Learns
• Fitness & Wellness reimbursement
• An active social committee
• Organized Volunteer Events
• Game room, including a flight simulator!
• Active Inclusion & Diversity Committee
• And much more

AI Disclosure: No artificial intelligence tools are used to screen, assess, or select candidates for this role

Selection and Hiring Commitment

We thank all applicants for applying. Only selected applicants will be contacted.

Company:
NAVBLUE, Inc.

Contract Type:
Permanent

Experience Level:
Professional

Job Family:
Customer Account and Service Management

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.