Customer Success Manager(Engineering Background)

Location: Beijing, China

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

The Group introduced its aerospace business to China in 1964, and is recognized as a trusted partner for long-term cooperation with the Chinese aviation industry. In cybersecurity and digital identity, Thales has also successfully applied its advanced technologies to mobile communications, fintech, automotive connectivity and software monetization, etc. Thales employs more than 800 people with offices located in 7 cities across China. With R&D centers and innovation hubs established in Beijing, Dalian and Hong Kong, Thales is committed to developing innovative solutions for its customers.

Missions and responsibilities:

The CSM is in charge of the technical support for airline/operator customers through the key responsibilities:

• Act as the primary technical interface for customers, engaging proactively on maintenance, engineering, and operational matters.
• Conduct technical and program reviews with customer organizations in Technical, Maintenance, and Repair as needed.
• Identify, report, and resolve customer technical issues. Develop and implement action plans by analyzing problems, gathering relevant information, and providing solutions autonomously.
• Analyze customer product removal and reliability data to detect potential problems early. Subsequently, propose, implement, and track reliability improvement plans (e.g., visits, reports, technical reviews, reliability checks).
• Manage internal processes (Chronic Unit Process, LRU investigations, Aviation Incident Process, Hotline, Technical Publications, COL access) to ensure successful outcomes for customers.
• Support and prepare for the Entry into Service of new aircraft types or equipment.
• Identify and develop opportunities for new Engineering services.

The CSM should have a deep understanding of his/her customer context and contracts. The CSM is responsible for managing and delivering a profitable contract with the customer. This is achieved through the following key responsibilities:

• Support RSM in contract negotiations on performance and operational obligations
• Manage post-award contract implementation and coordinate with internal stakeholders on contractual commitments
• Initiate all logistic actions to allow for contract to go live
• Lead customer kickoff meeting with customers
• Prepare contract summaries for internal stakeholders and customers
• Manage contractual milestones and ensure a good level of contractual performance
• Manage cash and financial terms of payment (invoicing plans, reconciliation plans, provisioning, Volume Discounts, cash and payments, Credit Lines, Merchandise Discounts, Cash incentives, etc..) and generate accurate and timely reporting and forecasting
• Identify and highlight all contractual risks and opportunities that could impact Margin and associated mitigation plans => day-to-day contract management incl. claim management (not only with margin impact)
• Pilot and drive program metrics (logistics, performance, margins, etc) or dashboard to help manage contracts
• Organize customer program reviews (service performance and action plans)
• Update customer flying hours (FH) and provides forecasts for By-The-Hour (BTH) contracts
• Validate customer TAT reports
• Validate customer delinquent claims

The CSM is a key contributor to customer satisfaction and responsible to grow customer intimacy, this is done through the following key responsibilities:

• Seek continuous improvement in customer relationships through regular interaction
• Manage and ensure that action items from the respective customer satisfaction platforms (i.e. NPS, Airframer Surveys, etc) are followed up
• Promote Thales image – product, processes and services through Customers visits and associated presentations
• Support RSM to identify opportunities to increase repair market share through a detailed understanding of the customer, competitive and market environment.
• Develop customer knowledge (fleet, configurations and/or capability list, maintenance and repair status & evolution)
• Promote opportunities for new tools and processes to improve customer effectiveness and efficiency
• Identify and drive incremental business opportunities that will help to increase margins within customer contracts

Requirements:

• Bachelor’s degree in aerospace/aviation engineering or IT/Communications/Electrical/Electronics
• Minimum 3-5 years’ experience in the aviation or aerospace industry
• Have proven troubleshooting and fault-finding experience in the field or a related discipline
• Have extensive IT experience including Linux, Unix, Windows, Telnet (or other terminal applications)
• Flexible to work unsociable hours and travel at short notice when the business requires
• Ability to work and communicate within a matrix organization
• Flexible and ability to adapt quickly to changing environment
• Fluent in written and spoken English and Chinese

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At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.