Human Resouces jobs in Germany

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Scope of Position
The Customer Success Manager is all about driving the digital strategy for the customer in providing superior customer experience consultative engagements, supporting our customers and other Airbus business units in generating values from Airbus digital offerings.
It requires a strong understanding of the customer, market trends, design thinking, human-centred design, human computer interaction, systems integration, program and project management, Aircraft systems and are fluent in the latest technology trends.
People in charge of customer success are de facto design leaders, innovative problem solvers, self-starters, delivery oriented leaders and strong collaborators who excel in a fast-paced environment.

Key Responsibilities

1. Sole representative of the business line for external customer-facing communication.
2. Manage customers' interface for all communications related to digital solutions from post-sales for project execution and manage key success factors in customer satisfaction.
3. Sole representative of the business line to internal GAM representatives.
4. Write and/or review Statement of Work (SoW) in digital contracts on feasibility, cost, acceptance criteria, and invoicing topics. Evaluate the cost of the contract.
5. Drive the value assessment from pre-sales phase to acceptance and adoption phases and monitor customer adoption, ensuring efficient usage to maximize proven value.
6. Build and lead a project team organization with people from different Airbus organizations and in compliance with internal and external rules and regulations to deliver.
7. Execute digital solutions contracts on time, scope, cost, and quality.
8. Drive acceptance from the customer on digital solutions and trigger associated revenues.
9. Negotiate with the customer in collaboration with the Sales Manager in case of non-fulfillment of contractual obligations about corrective actions.
10. Establish fair and trustworthy relationships with customers.
11. Ensure that service level agreements and other KPIs are in place, share them with customers, and manage remedies.
12. Identify/anticipate and mitigate risks/issues which may affect contract execution of digital solutions and make customer heat map monitoring.
13. Serve as an escalation point for issues impacting the customer on digital solution usage and overall satisfaction.
14. Identify upsell opportunities among the customer portfolio while working with Portfolio, Marketing & Sales, and promote add-on solutions.
15. Manage internal communication and reporting related to digital services technical sales, contract execution and customer voice including steering management meetings.
16. Support digital solutions consultative sales as a trusted strategic advisor in collaboration with marketing and under the responsibility of the Sales Manager. Activity covers from workshops with customers to contract preparation and includes comprehensive consulting for elaboration, implementation, and use of Airbus digital integrated solutions.
17. Advise customers on best contracted digital solution usage and functionalities based on their business operation model.
18. Ensure portfolio consistency in front of customers and in Airbus.
19. Optimize customer experience by committing analysis of lessons learned and feedback from customers related to solutions and processes and advocating customer needs to portfolio management, innovation, and development teams.
20. Contribute to the formulation of engagement and communication plans.
21. Participate in concept sessions leveraging ethnographic research and design thinking with customers.
22. Partner with Solution Innovators and Digital Engineering to ensure designs are properly implemented and manage the end-to-end customer experience with Digital Solutions.
23. Upkeep and live Airbus Values, Leadership Model, and Code of Conduct to be exemplary to others and to promote and increase awareness of Airbus Values, Leadership Models, and Code of Conduct.
24. Carry out any other task as directed by the superior.

Background and skills

1. 6+ years of experience in Customer Solutions Management and consultative-based selling experience preferred.
2. 6+ years of Recognized Experience in commercial airline or aviation domain required.

Other qualifications, training, experience, knowledge, skills, certifications, legal or professional body authorization:

1. Experience in Communication within the Commercial Airlines Industry required.
2. Aircraft engineering and avionics knowledge required.
3. Experience in system integration holding roles in project management, technical management and development preferred.
4. Experience in Airline IT Systems required.
5. Knowledge in relational model, analytics, artificial intelligence and other emerging technologies preferred.
6. Familiar with agile delivery methodology.
7. Experience in Airbus Skywise preferred.
8. Comply to Airbus policies.
9. Comply to Airbus Ethics & Compliance.
10. Contribute to a positive and inspiring work environment.
11. Take charge of personal development.
12. Autonomous.
13. Project and delivery oriented mindset.
14. Capacity to build and own project path and to maintain project consistency at any time.
15. Good communication skills and presentation skills.
16. Good people management skills to collaborate with colleagues and cross-functional teams in a multicultural and international environment.
17. A self-starter with an ability to excel in a dynamic, ever-changing environment.
18. Ability to travel up to 30-40% of the time.