Customer Engagement and Program Manager

Job Description: Your Mission: The Customer Engagement and Programme Manager team (SDPC) is a key enabler of the Digital Services Growth organisation (SDP) and the Customer Success Management process. In that context, the CEPM has the responsibility to engage with the airline customers to identify their needs, support the commercial sales process and the innovation processes, oversee the deployment of the services with the airlines, in line with the relevant team in the Digital Services ecosystem. The CEPM role requires a strong understanding of the airline customers, aircraft systems, program and project management, digital trends, systems integration, Agile software design methodology and some fluency in the latest technology trends. If you see yourself as a delivery-focused, customer-minded, and technically-oriented leader, an innovative problem-solver, if you have no issue in being autonomous whilst fostering strong collaborations internally and externally, and if you thrive in fast-paced and fluid environments, joining SDPC might be for you! Main Responsibilities: • Manage the relationship with customers: the CEPM is the voice of the customer in Digital Services and creates strong ties with its relevant interfaces with a view of growing the business opportunities. This can apply to different set-ups: • Deploying consultative selling methods, the CEPM identifies with the customer its needs and acts as business-line strategic advisor for i) the Airbus sales teams to craft an offer based on existing product lines and ii) Digital Innovation teams to identify any product or solution innovation potential. • Alternatively, contributing to Digital Services sales campaigns with the GAM, Commercial and Marketing teams and ensures capacity to deliver versus sales commitment before signature. • Engaging the early adopters in the Digital alliance product go-to-market strategies. • Being the customer’s main entry point for the execution of the Digital Services contract execution. • Identify upsell opportunities among the customer portfolio while working with Portfolio, Marketing & Sales and promote add-on solutions. • The deployment phase of the solutions sold to the Airlines requires strong programme management skills to define the deployment plans, coordinate and drum-beat all teams involved within Airbus and the customer. The objective is to guarantee on-time/cost/quality delivery of satisfactory solutions, ensuring expected availability for platform, algorithms and services applications and getting correct data capture, routing, transport & processing. In that role the CEPM shall: • Define and manage for each airline the detailed customized end-to-end implementation roadmap, with clear milestones and deliverables for Airbus, base on contractual commitments • Drive acceptance from customers on digital solutions and trigger associated revenues • Communicate on overall progress • Once the solutions are well implemented the CEPM shall ensure smooth contract execution for each account by doing the following: • Manage the contract P&L (ensure contractual commitment within budget, and secure appropriate invoicing with the relevant teams) • After deployment, manage the contracts, by monitoring and communicating with the Customers on the key points of the service level agreements, manage remedies if any, collect and share customer feedback from various sources (Sales and marketing, CSD, Field reps, Tech request database, contracts...) Main Deliverables: • Conduct workshops and immersion session with customers • Drive the value assessment from pre-sales phase to acceptance and adoption phases and monitor customer adoption, ensuring efficient usage to maximise proven value • Customer engagement plans, based on product priorities and consultative selling outputs • Draft and/or review the contracts Statement of Work (SOW) on feasibility, cost, acceptance criteria and invoicing topics. Evaluate the cost of the contract. This will include confirming the customer’s fleet is properly fitted with the required enablers, correct data-transmission, capture, routing, transport & processing elements. • Deployment roadmaps and robust planning agreed by all relevant Airbus stakeholders • Ensure yearly revenues by triggering invoices issuance and follow-up. • Ensure that service level agreement and other KPI 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 Skills and Competencies: • Bachelor's Degree in Aeronautics or Mechanical Engineering, Information Systems, Information Technology (IT) or Computer Science • Proven Airline customer-facing experience • 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 • Programme management and the right skill sets to drumbeat the internal organisation 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 • Good communication skills (internal/external) and assertiveness, including experience in holding technico-commercial discussions with airlines, ranging from airline CEOs, VPs, heads of maintenance, fleet management, operations, reliability, airline IT teams etc. • Capable 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 • 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 would be an asset • Ability and appetite to travel (approx 30% of time on average) Above all, the excitement, curiosity, and passion for shaping the future of the aviation ecosystem through digital technology solutions and a customer obsessed mindset will ensure success in this role. Job Disclaimer and Notification We bring to the notice of all concerned that Airbus Group India Pvt. Ltd (hereinafter referred to asAIG) follows a fair and merit-based employee selection and recruitment practice. Airbus Group India does not: 1. Send job offers from free email services including but not limited to Gmail, Rediffmail, Yahoo mail, Hotmail and others. 2. Authorize anyone to either collect money or arrive at any monetary arrangement in return for a job at AIG. 3. Charge / accept any form of consideration or security deposit from job seekers and applicants during any stage of the selection and/ or recruitment process. 4. Request for your credit card number or bank account number. It has come to our attention that fake job offers under the aegis of Airbus India or Airbus Group India Pvt. Ltd. have been circulated by unauthorized personnel. On receipt of an interview call for any job at AIG, the candidate may take some measures such as visiting the official website orcareer site of Airbus to get the contact details to enquire with the Human Resources department of Airbus India regarding such jobs and/or the interview details and any other relevant information. For further information on Airbus India Careers. Please check to get the contact details and enquire with the company to confirm if any information that you have received are genuine; do not respond to any fraudulent communication. AIG will not be responsible to anyone acting on an employment offer not directly made by Airbus Group India Pvt Ltd. Anyone making an employment offer in return for money or other type of gain is not authorized by AIG and is not offering an approved job. AIG reserves the right to take legal action, including criminal action, against such individuals/entities. 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: Airbus Group India Private Limited Contract Type: Permanent Contract / CDI / Unbefristet / Contrato indefinido Experience Level: Entry Level / Débutant / Anfänger / Recién titulado Job Family: Customer Eng.&Technical Support&Services By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus. Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief. Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to . 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