Customer Sucess Manager

JOB DESCRIPTION & HIRING PROFILE

Job Title :

Customer Success Manager (AGS )

Job Holder :

LR : 8

Line manager : NA

Name :

LR :

Unit : In-Flight Entertainment & Connectivity

Job Family : Support & Service

Location : India

Functional manager :

Job Title : Area Director, Customer Support & Service

Position Summary :

The Customer Support Manager (CSM) is responsible for his assigned Thales Avionics, In-Flight Entertainment & Connectivity (InFlyt Experience) programs activities in Asia Pacific, which includes Entry Into Service Preparation, In-Service Support, Adhoc Services, Legacy Program Support & Program Reviews.

The CSM is capable of managing the execution of large scale programs, with high complexity, from sales transition, product deliveries, modification, handover through the full product & service maturity, ABTH and RBTH contract.

He / She will be responsible for the BTH contract execution, planning, co-ordination, execution, cost / invoicing and schedule performance and risk management for assigned programs.

Subsequently, the efficient coordination of means and resources necessary to maintain or gain the customer satisfaction in the region must be ensured.

This position has an extremely strong cross regional dimension and requires a high degree of interaction with central entity (Irvine) and the regions to drive better alignment.

Context (stakes & specific issues) :

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

• Communicate pro-actively with Customers as primary technical interface (Maintenance, Engineering, Operations).
• Conduct technical/programs reviews with Customers Technical, Maintenance and Repair organizations as required
• Identify and report on Customers technical issues. Develop and implement resolution plans (analyse problems, collect all relevant information, provide answers to customer queries as autonomously as possible)
• Assess Customers product removals/reliability data to detect potential problems as early as possible, then propose, implement and follow-up reliability improvement plans (visits & reports, AM & technical reviews, reliability checks)
• Have a good understanding of customer repair trends and flow. Based on information to forecast repair market share and flow
• Manages and ensures a successful outcome for customers from the internal process (Chronic Unit Process, LRU investigations, Aviation Incident Process, Hot line, Technical publication and COL access, etc)
• Supports and prepares for Entry into Service for new aircraft type, equipment or In Flight Entertainment Systems
• Detect and deliver new AGS Engineering services
• For customers with IFE support,
• Submit regular Airline Regular Reports (Weekly/Monthly) contract KPI

Main Tasks & Responsibilities :

• 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:
• Supports RSM in contract negotiations on performance and operational obligations
• Post-award contract implementation and coordinate with internal stakeholders on contractual commitments
• Prepares contract summary for internal stakeholders and customers
• Lead customer kickoff meeting with customers, with the support of the RSM
• Coordinate and facilitates actions (i.e. logistics and operations) in order for contract to go live
• Manage contractual milestones and ensure a good level of contractual performance (OTD, Margins and SPT performance, etc)
• 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
• Identifies and highlights 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 drives program metrics (logistics, performance, margins, etc) or dashboard to help manage contracts
• Organizes customer program reviews (service performance and action plans)
• Validate customers flying hours (FH) & prepare details for invoicing to Back Office
• Update customer flying hours (FH) and provides forecasts for By-The-Hour (BTH) contracts
• Update customer fleet data (additional a/c, removal of a/c, a/c out of warranty) in Customer Profile
• Validate customer TAT reports
• Validate customer delinquent claims

IFEC specific :

• EIS, HOV support and coordination. ( post and Pre EIS) -IFE
• Contribute to Customer satisfaction dashboard / CI on specific platform or SF
• Identify & Capture spares requirements from airline (wrt RSPL /contract, operational needs)
• Monitor MTBUR, MTBF, Seats Availabilities
• Coordinate Technical performance Reviews with Customers (TRM, MRB, etc)

• Coordination of In-Service requests / issues to resolution with back office (Ownership of issue resolution)
• Identify Customer requests or issues (reliability, poor performance, connectivity performance etc)
• Define implementation/deployment plan of available Generic HW Fix to all impacted customers
• Demonstrate leadership in dealings with OEM to drive issue resolutions.
• Obsolescence management plan and implementation in coordination with SPM / PSE
• Access and update to ERP, SF GIRA as required by AGS Organization
• Recommends to OEM the new idea/concepts for future products
• Enhance partnership with IFE BL , OEM, AEC or AGS partner Sales team to understand new product offerings and provide sales lead.
• Enhance relationship with aircraft manufacturer, onsite representative.
• Ensures timely and accurate release of weekly status report.
• Organize and lead formal customer in-service review meeting. Documents minutes of meeting for follow up action.
• Maintain a balanced proposition in the management of customer expectations and OEMs positions
• Seek for 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 captured and followed up in a timely manner
• Promote Thales image – product, processes and services through Customers visits and associated presentations
• Identifies 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 opportunity for new tools and processes to improve customer effectiveness and efficiency

Requirements :

• Qualifications (Academic, Professional)

You should possess at the minimum an academic degree (equivalent ) in Science or Engineering, specializing in either electrical/electronics, avionics, aeronautics or Aircraft Maintenance engineering. You must work well in developing relationship and networking within larger organizations, regulatory agencies and customers.

• Working Experience (Industry, Specialization, Type, Min 3 of Years)

The ideal candidate should have at least 5-8 years’ experience in the aviation, Avionics, In-flight entertainment system (IFEC) or related industries, working directly on related products. Experience in customer interfacing is a must.

Personnel Skills:

• Excellent communication and presentation skills
• Problem solving and relationship building
• Customer focused and emphatic
• Team player, able to work under pressure, enthusiasm is essential
• Adaptable and resilient in a fast-paced environment
• Strong organizational skills and attention to detail
• Familiarity with Customer Relationship Management (CRM) software (e.g. SalesForce)
• Comfortable with data analytics tool

Language:

• Good command of spoken and written English

Others:

• May require frequent travel (Domestic (IND) and International )
• Proficiency in using SA