Experienced Customer Success Manager – Digital Services Growth Organization
Join arenaflex's Customer Success team and be a key enabler of the company's Digital Services Growth organization. As an Experienced Customer Success Manager, you will engage with airline customers to identify their needs, support the commercial sales process, and oversee the deployment of digital services. Your strong understanding of airline customers, aircraft systems, program and project management, digital trends, systems integration, and Agile software design methodology will be essential in ensuring proper solutions adoption and customer satisfaction.
About arenaflex
arenaflex is a leading aerospace company that pioneers sustainable aerospace for a safe and united world. With a commitment to equal opportunities for all, arenaflex constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services. As a European leader in defence and security and one of the world's leading space businesses, arenaflex offers modern and fuel-efficient airliners and associated services, as well as the most efficient civil and military rotorcraft solutions and services worldwide.
Job Summary
The Customer Success Manager team is a key enabler of the arenaflex Digital Services Growth organization. In this role, you will be responsible for engaging with airline customers to identify their needs, support the commercial sales process, and oversee the deployment of digital services. You will work closely with the Digital Services ecosystem to ensure proper solutions adoption and customer satisfaction.
Primary Responsibilities
- Manage a portfolio of airline customers and be the voice of the customer in Digital Services - Create strong ties with relevant interfaces to grow business opportunities - Deploy consultative selling methods with customers to identify their needs and act as a business-line strategic advisor for the arenaflex sales teams - Support Digital Services sales campaigns as a first-line expert to promote technically the digital solutions with end-users and decision-makers - Ensure capacity to deliver versus sales commitment before signature - Engage early adopters in Digital alliance product go-to-market strategies - Be the customer's main entry point for the execution of the Digital Services contract - Identify upsell opportunities among the customer portfolio and work with Portfolio, Marketing & Sales to promote add-on solutions
Main Deliverables
- Conduct workshops and immersion sessions with customers - Develop customer engagement plans based on product priorities and consultative selling outputs - Drive the value assessment from pre-sales phase to acceptance and adoption phases and monitor customer adoption - Ensure efficient usage to maximize proven value - Provide technical demonstrations and material to support sales campaigns technically - Develop customer change management plans for complex solutions - Draft and/or review the contracts Statement of Work (SOW) on feasibility, cost, acceptance criteria, and invoicing topics - Evaluate the cost of the contract and confirm the customer's fleet is properly fitted with the required enablers - Develop deployment roadmaps and robust planning agreed by all relevant arenaflex stakeholders - Ensure yearly revenues by triggering invoices issuance and follow-up - Ensure that service level agreements and other KPIs are in place, share them with customers, and manage remedies - Identify/anticipate and mitigate risks/issues which may affect contract execution of digital solutions and make customer heat map monitoring - Provide front-end support to clients and colleagues in other departments - Own operation of services: measuring performance and being responsive to production issues
Education and Experience
- Master's Degree or equivalent work experience preferred - Bachelor's Degree or equivalent work experience required - 10 years or more in commercial aviation in the fields of customer services, airline maintenance engineering, digital solutions, data analytics, and/or aircraft systems and avionics - Proven airline customer-facing experience - Aeronautical engineering and avionics knowledge or the ability to understand rapidly and in detail digital products linked to Aircraft ops, health monitoring, predictive maintenance, reliability - Knowledge in IT, data-analytics, or have a strong interest in these fields, being familiar with Skywise - 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 path and to maintain project consistency at any time - Know the arenaflex organization and its processes - Good communication skills (internal/external) and assertiveness, including experience in holding technical commercial discussions with airlines - Capable of creating a strong and trustful customer relationship and managing customer expectations - Proactive and good organizational skills - Good team player, have the ability to collaborate in 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 - Ability and appetite to travel (approximately 30% of time on average)
Skills and Competencies
- Influencing decision-makers in Airlines (MCC/OCC) - English fluency (spoken and written) required - Proficiency in Spanish (spoken and written) preferred - Decision-making, complexity: Achieve Digital deployment objectives at Airlines (time, scope, cost, quality) to customer satisfaction in compliance with contracts, internal and external processes, rules, and regulations - Manage the correct roadmap execution arbitrating between airline availability and fleet configuration requirements (impacting connectivity of Aircraft and planning to make available in Program and Engineering organizations) - Define, Implement, and manage a project team organization with people from different arenaflex organizations - Identify/anticipate and mitigate risks/issues which may affect Digital project deployment - Establish effective management of partners and suppliers - Manage customers interface for all communications related to Digital project, and from all arenaflex organization (including sub-parties) getting customer's feedback on arenaflex deployment and identifying the key factors in the customer satisfaction to improve the deployment process accordingly - Manage internal communication and reporting related to the deployment of Digital project including steering management meetings - Support claim management and negotiate with the customer in collaboration with Sales Manager in case of non-fulfilment of contractual obligations about corrective actions - Support sales & marketing to prepare contracts according to Digital project context
Job Dimensions, Contributions to Success
- Builds the necessary customer relationship to secure revenue generation for the digital solutions business line ($50M in 2022, $93M in 2023), and foster customer loyalty by being a trusted advisor in their digital transformation journey - The CSM needs to manage customer expectations vs arenaflex's ability to deliver mature products, and influence arenaflex's digital innovation by conveying customer feedback - OUTPUTS: On-time Entry Into Service of Digital project, Customer Satisfaction on the overall execution, Costs and revenues target achieved, Publish progress status for each project, Management of steering meetings
Nature of Contacts
- Airline Top management (CEO/COO/Maintenance, Operations, Flight Ops VPs) - Airline Maintenance Ops, Network Ops, Flight Ops directors and controllers - arenaflex internal interfaces: Aircraft and Service Sales, Customer Support Directors, Field Reps, arenaflex Program, arenaflex Engineering, arenaflex Connectivity House
Physical Requirements
- Vision: Daily able to see and read computer screen and other electronic equipment with screens, able to read documents, reports, and engineering - Hearing: Daily able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on production floor including safety warnings or alarms - Speaking: Daily able to speak in conversations and meetings, deliver information, and participate in communications - Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): Daily able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts - Carrying: Daily able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs - Lifting: Daily able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs - Pushing / Pulling: Rarely able to push and pull small office furniture and some equipment and tools - Sitting: Daily able to sit for long periods of time in meetings, working on computer - Squatting / Kneeling: Rarely able to squat or kneel to retrieve or replace items stored on low shelving - Standing: Daily able to stand for discussions in offices or on production floor - Travel: Rarely able to travel independently and at short notice - Walking (include routine walking such as to a shared printer to retrieve documents): Daily able to walk through office and production areas including uneven surfaces
Equal Employment Opportunities
arenaflex provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status, or other legally protected status. In addition to federal law requirements, arenaflex complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
How to Apply
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