Customer Support Manager

Job Description : 1 - Mission

The Customer Support Manager (CSM) is Customer's focal point regarding Support & Services, accountable for customer satisfaction and driving continuous improvement to guarantee global services performance for the customer and increase fleet availability, covering the entirety of the customer's fleet. In order to carry out this mission, the CSM will :

• . Coordinate support disciplines & experts, in order to bring a quick and adequate solution to customer needs in priority and / or exceptional cases
• . Set up and follow up any operational action plan to deal with customer concerns, complaints and / or dissatisfaction
• . Collect customer satisfaction, needs or expectations to relay the customer context for further use within AH
• . Build customer satisfaction and confidence to enable business growth.
• . Ensure overall performance in terms of parts availability (new and repaired) as part of the front office.

2 - Main Activities

The CSM's main activities are :

Develop a customer strategy that is aligned with the Customer's expectations and shared with the other members of the Front Office Team, followed in the CRM Salesforce

Listen to and exchange with the Customer to recover the customer's priorities (such as availability, spares delivery, focal point responsiveness, maintenance duration) needed to define the customer strategy, as well as their feedback and priority issues relating to operational performance (prepare necessary reports presenting key data for the end customer), followed in the CRM Salesforce

Communicate S&S Discipline contents to the Customer on hot topics, performance, improvement initiatives, services catalog key changes, and recommendations for mutual benefit

Guide the customer by helping them to understand our products and organization better, and improving the way we work with them

Collect customer feedback on S&S interactions since last exchange, review progress on current action plan, recover customer perceptions on latest hot topics, recover customer needs and activity forecasts at strategic and operational level, followed in the CRM Salesforce

Understand the customer priority and / or exceptional issues that may occur and require immediate action through transverse management of S&S disciplines and ensure each of them respect their commitments through to resolution, followed in the CRM Salesforce

As the customer's preferred focal point for S&S, escalate if and where needed to secure the resolution of customer issues

Analyze activity levels related to Customer's operations such as flight hours, parts consumptions, future trends and coordinate with functional specialists to provide further analysis and ensure key players provide essential reports.

Assess fit gap between observed performance and customer perception to support functional specialists in identifying potential process improvements, while respecting our internal financial constraints

3. Key Skills and Competencies

Customer Relationship

Communication and Coordination

Analysis and Reporting

Technical Knowledge

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 India Private Limited

Employment Type : Permanent

Experience Level : Professional

Job Family :

Customer Account and Service Management

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