Customer Success Manager

Job Description:

Skywise is a leading digital services company, wholly owned by Airbus. We deliver a first-of-its-kind offer that seamlessly integrates Planning & Operations Control, Flight, Technical, and Ground Operations. By providing interoperable digital solutions for end-to-end operations, Skywise combines aircraft manufacturer expertise and digital know-how to transform operational complexity into predictable and profitable performance, ensuring resilient and more sustainable operations. 

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.

Skywise is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from. We are committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class. Accommodations will be available on request for candidates throughout the entire recruitment and selection process.

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:

NAVBLUE, Inc.

Contract Type:

Permanent

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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.
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.