SKYWISE Customer Success Manager

Skywise is a leading digital services company, wholly owned by Airbus. We deliver a first-of-its-kind offer that seamlessly integrates Planning & Operations Control, Flight, Technical, and Ground Operations. By providing interoperable digital solutions for end-to-end operations, Skywise combines aircraft manufacturer expertise and digital know-how to transform operational complexity into predictable and profitable performance, ensuring resilient and more sustainable operations.  As a Customer Success Manager, you’ll act as the Trusted Advisor of the Skywise Customers. You’ll have to engage with the airline customers :  1/ to identify their needs,  2/to oversee the deployment of their services, in coordination with the relevant Skywise Deploy and Support teams, 3/ and to ensure their proper solutions adoption and their satisfaction. The role requires a solid understanding of airline operations, flight operations, aircraft systems, program and project management, digital trends, system integration, Agile software development, and fluency in emerging technologies. RESPONSIBILITIES : 1/ Manage the deployment of solutions to the customers : The CSM is responsible for managing the deployment phase from contract signature to the entry into service milestones. This requires strong customer program management skills to define the deployment plans, manage budgets, and ensure a quality delivery of satisfactory solutions. The CSM shall be responsible in the following areas: Manage interfaces with internal & Airbus stakeholders by owning deployment plans & roadmaps, to ensure a successful delivery Agree with the customer on the value of the solutions bought and agree on the expectations for successful conditions Coordinate and drum-beat all teams involved in the customer delivery Support customer change management activities - conducting workshops and immersion sessions  Drive acceptance from customers on digital solutions (including value assessment confirmation, customer adoption, efficient usage) and trigger the initial associated revenues.  Communicate on overall progress 2/ Manage the relationship with customers : The CSM is the trusted advisor to the Customer and the voice of the customer in Skywise, creating strong ties with the relevant interfaces to ensure optimal use and perception of the value of the solutions sold. The CSM shall be responsible in the following areas: Identify potential opportunities for the sales and/or programs team - including upsell opportunities, innovations and early adopter engagements.  Be the customer’s main entry point for the execution of the digital services contract and maintaining close ties during run-mode Manage the contract & remedies and act as the internal point of contact / reference for internal support teams on contractual commitments During contract lifecycle, regularly drive the value assessment from contract phase to acceptance & adoption phases and monitor customer adoption, ensuring efficient usage to maximize proven value Identify/anticipate and mitigate risks/issues which may affect contract execution of digital solutions and contribute towards the customer heat map Maintain a close relationship with the customers and ensure consistent successful adoption of our solutions throughout the life of the contract. Manage Customers digital portfolio ensuring our solutions are correctly positioned within Customers digital architecture. Ensure longevity of our solution deployment, by bringing required product evolution back to relevant departments and by managing robustly obsolescence with Customers. Ensure that service level agreement and other KPIs are in place, share them with customers and manage remedies. MUST HAVES : Bachelor’s Degree or equivalent work experience Proven Airline customer-facing experience; Aeronautical knowledge or the ability to understand rapidly and in detail digital products linked to flight operations, aircraft operations, health