Customer Success Manager

Job Description:

Job Summary:

NAVBLUE, an Airbus Company, is currently seeking a Customer Success Manager to join our growing team. 

Reporting to the HO In-Service Customer Relationship Management, the Customer Success Manager (CSM) will be responsible for managing the relationship with a portfolio of customers in his or her region. The expectation is that the CSM(s) will be the trusted partner for their customers, coordinating with them on their existing/potential needs, issues or opportunities. 

The CSM role is transversal and will work across the business at all levels to be the voice of the customer, sharing information and taking ownership to ensure actions are completed to the satisfaction of the customer. The CSM facilitates communication through regular meetings, phone calls, support ticket reviews and ensures that the customers' needs are clearly understood. 

The CSM role in NAVBLUE is similar to the FOSD role in Airbus. The expectation is that the CSMs and FOSDs in each region, in particular for mixed fleet customers, will work as one-team to serve their customers, be the voice of the customer into our organization and to drive continuous improvement in every interaction. Driving high customer satisfaction and ensuring customer retention is the goal. 

The customers in scope of the CSM role are typically the larger or more strategic NAVBLUE customers. The CSM role is mainly customer relationship oriented and does not have any commercial aspect to it. CSMs and FOSDs will work closely with the NAVBLUE commercial teams when the overall customer satisfaction is at stake or when commercial opportunities are identified. 

The successful candidate is expected to be able to work with minimal supervision, and be fully competent in the execution of the position’s required duties.

Responsibilities 

• Develop a trusted partner relationship with all customers in scope and act as their main point of contact for the NAVBLUE products and services they receive

• Build an understanding of the customer(s) operations and business needs, proactively supporting them on ways to better leverage the NAVBLUE products & services as well as positioning additional solutions where applicable

• Gather data and intelligence for use in all departments of NAVBLUE, in particular for the development of our products and services offer and commercial opportunities

• Responsible for scheduling regular meetings and on-site visits to customers

• Conduct regular ticket reviews to track progress and ensure the prioritization of tickets is correct based on the customer needs

• Accountable to ensure that all customer issues and requests are resolved to their satisfaction

• Provide feedback to Product Management, Support, Development and other teams on customer feedback, trends, issues and any item impacting customer satisfaction.

• Work with new customers to on-board them to NAVBLUE Support, including providing guidance on the use of the Support Portal  

• Work closely with the Product & Support teams on new product/version releases, assisting  customers with any issues.

• Monitor customer satisfaction and build loyalty from customer by providing excellent customer service.

• Align with and develop best practices within the CSM community

• Help develop new ways to track and follow up on customer satisfaction

Academic/Educational Requirements 

• Post Secondary Education in aeronautics, aviation or related field 

• Educated to A level/ GCSE standard or equivalent.

Required Skills/Experience 

• Familiar with airline operations, the digital industry  and knowledge of the NAVBLUE portfolio of products and services is expected. 

• Customer mindset and account management 

• Strong communication skills and ability to deal at all levels within a customers organization

• Proven ability to multi-task during high stress situations and prioritize work

• Able to think critically and take a proactive approach to identify operational issues, and propose solutions.

• Strong written/verbal communication, organizational and customer service skills

• Strong analytical and problem-solving skills

• A team player

• Adept at using and learning new products and tools

• Attention to detail & quality minded.

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.

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.

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Customer Account and Service Management

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