Skywise Customer Success Manager H/F - Airbus Defense and Space

Description de l'emploi: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 deliveryAgree with the customer on the value of the solutions bought and agree on the expectations for successful conditionsCoordinate and drum-beat all teams involved in the customer deliverySupport customer change management activities - conducting workshops and immersion sessionsDrive acceptance from customers on digital solutions (including value assessment confirmation, customer adoption, efficient usage) and trigger the initial associated revenues.Communicate on overall progress2/ 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-modeManage the contract & remedies and act as the internal point of contact / reference for internal support teams on contractual commitmentsDuring contract lifecycle, regularly drive the value assessment from contract phase to acceptance & adoption phases and monitor customer adoption, ensuring efficient usage to maximize proven valueIdentify/anticipate and mitigate risks/issues which may affect contract execution of digital solutions and contribute towards the customer heat mapMaintain 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 experienceProven 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 operationsKnowledge in IT, data-analytics or have a strong interest in these fields, being familiar with Skywise is an assetProgram 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 timeGood 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 othersCapable 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 workingCurious 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 & FlexibilityFlexible 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 Support5 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 & SavingsSuccess 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 PerksSeveral 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 growthCet emploi exige une connaissance des risques de conformité potentiels et un engagement à agir avec intégrité, comme base de la réussite, de la réputation et de la croissance durable de la société.Unité légale:NAVBLUE SASType de contrat:CDI----- Classe Emploi (France): Classe G14Niveau d'expérience:Expérimenté(e)Famille d'emplois:Compte Client et Gestion des Services En soumettant votre CV ou votre candidature, vous autorisez Airbus à utiliser et stocker des informations vous concernant à des fins de suivi de votre candidature ou de futurs emplois. Ces informations ne seront utilisées que par Airbus.Airbus s'engage à assurer la diversité de sa main-d'oeuvre et à créer un environnement de travail inclusif. Nous accueillons toutes les candidatures, quels que soient le milieu social et culturel, l'âge, le genre, l'invalidité, l'orientation sexuelle ou les croyances religieuses des postulants.Airbus est depuis toujours attaché à l'égalité des chances pour tous. En tant que tel, nous ne demanderons jamais aucun type d'avance de frais dans le cadre d'un processus de recrutement. Toute usurpation d'identité d'Airbus à cette fin doit être signalée à.Chez Airbus, nous vous aidons à travailler, à vous connecter et à collaborer plus facilement et de manière plus flexible. Dans la mesure du possible, nous favorisons les modalités de travail flexibles pour stimuler la pensée innovante.