Customer Success Manager - EMEA Region (H/F)

Job Description:

Customer Success Manager

The Customer Success Manager team plays a vital role in the growth of digital services, customer satisfaction, and long-term loyalty. Customer Success Managers (CSMs) serve as the primary interface between the digital trading business and airlines and leasing companies. They are responsible for engaging with airline clients to identify their technical and operational needs (including flight operations), supporting innovation initiatives, coordinating service deployments, and ensuring value creation throughout the digital lifecycle.

The CSM role requires a solid understanding of airline operations, flight operations, aircraft systems, program and project management, digital trends, system integration, Agile software development, and fluency in emerging technologies.

If you see yourself as a delivery-focused, customer-minded, technically-oriented leader; an innovative problem-solver; someone who is autonomous yet able to foster strong internal and external collaboration — and if you thrive in fast-paced and fluid environments — joining us might be for you!

Manage the relationship with customers: the CSM is the trusted advisor to the Customer and the voice of the customer in Digital Services, creating strong ties with the relevant interfaces to ensure optimal use and perception of the value of the solutions sold. The CSM shall be responsible in the following areas:

• Identify potential opportunities to the sales and/or programs team - including upsell opportunities, innovations and early adopter engagements. 
• During contract lifecycle, regularly, drive the value assessment from contract phase to acceptance and adoption phases and monitor customer adoption, ensuring efficient usage to maximize proven value
• Identify/anticipate and mitigate risks/issues which may affect contract execution of digital solutions and contribute towards the customer heat map
• Maintaining a close relationship with the customers, ensuring consistent successful adoption of our solutions throughout the life of the contract.​
• Manage Customers digital portfolio ensuring our solutions are correctly positioned within Customers digital architecture.
• Ensure longevity of our solution deployment bringing required product evolution back to relevant departments and robust obsolescence management with Customers.
• Ensure that service level agreement and other KPI are in place, share them with customers and manage remedies.

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Manage the deployment of solutions to the customers: the CSM is responsible for managing the deployment phase from contract signature to the entry into service milestone. This requires strong customer program management skills to define the deployment plans, manage budgets, and ensure a quality delivery of satisfactory solutions. The CSM shall be responsible in the following areas:

• Manage interfaces with internal & Airbus stakeholders by owning deployment plans & roadmaps, to ensure a successful delivery
• Agree with the customer on the value of the solutions bought and agree on the expectations for successful conditions
• Coordinate and drum-beat all teams involved in the customer delivery
• Support customer change management activities - conducting workshops and immersion sessions
• Drive acceptance from customers on digital solutions (including value assessment confirmation, customer adoption, efficient usage) and trigger the initial associated revenues.
• Communicate on overall progress ​

Other responsibilities:

• Be the customer’s main entry point for the execution of the digital services contract and maintaining close ties during run-mode​
• Manage the contract and remedies and act as the internal point of contact / reference for internal support teams on contractual commitments
• Participate in other company issued projects and tasks as required by direct leadership

Education & Experience

• Bachelor’s Degree or equivalent work experience

• Proven Airline customer-facing experience;

• Aeronautical knowledge or the ability to understand rapidly and in detail digital products linked to flight operations, aircraft operations, health monitoring, predictive maintenance, reliability, and hosting operations

• Knowledge in IT, data-analytics or have a strong interest in these fields, being familiar with Skywise and/or Navblue products is an asset

• 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 plan and to maintain project consistency at any time

• Account Management experience

• Good communication skills (internal/external) and assertiveness, including experience in holding discussions with airlines, ranging from airline CEOs, VPs heads of maintenance, flight operations, fleet management, operations, reliability, airline IT teams and others 

• Capable 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 working

• Curious and open-minded for change and continuous improvement.

• English Advanced level (written and spoken), an additional language would be an asset.

• Ability and appetite to travel (approx 30% of time on average)

What we Offer:

• Work-Life Balance & Flexibility

  • Flexible working hours with a hybrid model (3 days per week in our Blagnac office).

  • 25 annual paid leave days + Collective and individual JRTT (proportional to working time).

  • A 6th week of paid leave (proportional to working time).

  • Generous 12-day "family reason absence package."

• Family & Health Support

  • 5 additional full-pay days for maternity, paternity, and adoption leave.

  • Comprehensive Health Insurance plan.

  • 3 extra paid annual leave days for employees with RQTH status.

• Financial Wellbeing & Savings

  • Success sharing (intéressement) and profit sharing (participation) schemes.

  • Monthly seniority bonus for all employees with 3+ years of service.

  • Access to Airbus Group saving plans (PEG) including investment in Airbus shares after 3+ months of service.

  • Access to a TSA (Time Saving Account)

  • Collective and Mandatory Retirement Savings Plans (PERCOL and PERO).

• On-site & Other Perks

  • Several catering options for lunch (canteens, food trucks, bakeries, etc.).

  • Staff councils (CSE) offer various social, cultural, and sports activities/services.

  • Navette (shuttle) service.

• Training and development opportunities to support your career growth

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.

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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 [email protected].

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.