SKYWISE 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.

As a Customer Success Manager, you’ll act as the Trusted Advisor of the Skywise Customers. You’ll have to engage with the airline customers :

1/ to identify their needs,

2/to oversee the deployment of their services, in coordination with the relevant Skywise Deploy and Support teams,

3/ and to ensure their proper solutions adoption and their satisfaction.

The 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.

RESPONSIBILITIES :

1/ 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 milestones. 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
  

2/ Manage the relationship with customers :

The CSM is the trusted advisor to the Customer and the voice of the customer in Skywise, 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 for the sales and/or programs team - including upsell opportunities, innovations and early adopter engagements.
  
• 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 & remedies and act as the internal point of contact / reference for internal support teams on contractual commitments
  
• During contract lifecycle, regularly drive the value assessment from contract phase to acceptance & 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
  
• Maintain a close relationship with the customers and ensure 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, by bringing required product evolution back to relevant departments and by managing robustly obsolescence with Customers.
  
• Ensure that service level agreement and other KPIs are in place, share them with customers and manage remedies.
  

MUST HAVES :

• 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 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
  
• Good communication skills (internal/external) and assertiveness, including experience in holding discussions with airlines, from maintenance, flight operations, fleet management, operations, reliability, to 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.
  
• Excellent team player, and ability to functionally manage 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.

Company:
NAVBLUE SAS

Contract Type:
Permanent
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Classe Emploi (France): Classe G14

Experience Level:
Professional

Job Family:
Customer Account and Service Management

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