Job Description:
Job Summary:
Reporting to the VP Customer Experience, the Customer Success Manager (CSM) will be responsible for managing the relationship with a portfolio of customers in his or her region. The expectation is that the CSM(s) will be the trusted partner for their customers, coordinating with them on their existing/potential needs, issues or opportunities. The CSM role is transversal and will work across the business at all levels to be the voice of the customer, sharing information and taking ownership to ensure actions are completed to the satisfaction of the customer.
The CSM facilitates communication through regular meetings, phone calls, support ticket reviews and ensures that the customers needs are clearly understood.
The NAVBLUE CSMs support non-Airbus fleet operators for the entire scope of NAVBLUE Products & Services and work alongside their FOSD (Flight Operations Support Director) colleagues to jointly support Airbus or Mixed Fleet operators. The expectation is that the CSMs and FOSDs in each region as well as globally will work as one-team to serve their customers, be the voice of the customer into our organisations and to drive continuous improvement in every interaction. Driving high customer satisfaction and ensuring customer retention is the goal.
The customers in scope of the CSM role are typically the larger or more strategic NAVBLUE customers. The CSM role is pure customer relationship and does not have any commercial aspect to it. CSMs and FOSDs will work closely with the NAVBLUE commercial teams when sales or other commercial opportunities are identified.
The successful candidate is expected to be able to work with minimal supervision, and be fully competent in the execution of the position’s required duties.
Responsibilities
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Develop a trusted partner relationship with all customers in scope and act as their main point of contact for the NAVBLUE products and services they receive
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Build an understanding of the customer(s) operations and business needs, proactively supporting them suggestions on ways to better leverage the NAVBLUE products & services as well as positioning additional solutions where applicable
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Gather data and intelligence for use in all departments of NAVBLUE, in particular for the development of our products and services offer and commercial opportunities
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Responsible for scheduling regular meetings and on-site visits to customers
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Conduct regular ticket reviews to track progress and ensure the prioritization of tickets is correct based on the customer needs
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Accountable to ensure that all customer issues and requests are resolved to their satisfaction
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Provide feedback to Product Management, Support, Development and other teams on customer feedback, trends, issues and any item impacting customer satisfaction.
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Work with new customers to on-board them to NAVBLUE Support, including providing guidance on the use of the Support Portal
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Work closely with the Product & Support teams on new product/version releases, assisting customers with any issues.
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Monitor customer satisfaction and build loyalty from customer by providing excellent customer service.
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Align with and develop best practices with the FOSD community
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Help develop new ways to track and follow up on customer satisfaction
Academic/Educational Requirements
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Educated to A level/ GCSE standard or equivalent.
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Aviation/Aeronautical knowledge
Required Skills/Experience
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Customer centric mindset and experience in customer facing roles
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Familiar with airline operations and knowledge of Flight Operations products and services is expected.
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Strong communication skills and able to deal at all levels within a customers organisation
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Proven ability to multi-task during high stress situations and prioritize work
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Able to think critically and take a proactive approach to identify problems, issues, and opportunities.
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Strong written/verbal communication, organizational and customer service skills
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Strong analytical and problem-solving skills
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A team player
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Adept at using and learning new products and tools
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Attention to detail & quality minded.
Perks:
Located in the heart of University of Waterloo’s David Johnston Research + Technology Park, NAVBLUE is close to shops, restaurants, gyms, daycare, and many other amenities, and only 10 minutes away from Hwy 85. The modern design of our suite on the second floor of the Accelerator Centre draws its inspiration from airport terminals, and features bright, open workstations, rather than boxed-in cubicles. As part of our family, you will enjoy:
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Being part of Airbus Network
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Flexible hours
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Hybrid working environment (2 days in office)
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Free parking
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Weekly Breakfast
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Vacation Days (15 - 25)
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Professional Development Day
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Christmas shut down
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Summer core hours
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Strong work-life balance
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Casual dress code
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Competitive group benefits plan
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Strong focus on mental health support benefits
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5 Sick Days
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2 Personal Days
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RRSP matching program
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Life Insurance
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Employee stock ownership plan
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Maternity & Paternity benefits
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Referral program
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Rewards and Recognition program
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Training and Development Support
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Monthly Lunch and Learns
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Fitness & Wellness reimbursement
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An active social committee
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Organized Volunteer Events
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Game room, including a flight simulator!
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Lunch hour sporting activities (hockey, soccer, volleyball etc.) with a shower on site
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Active Inclusion & Diversity Committee
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And much more!
Not to mention, the aviation industry’s ongoing digital transformation means we must continually innovate and rise to the many challenges faced by our geographically diverse customers. We are always looking for creative ways to improve our processes and technologies to be a leader in the highly competitive aviation market.
When Applying:
We thank all applicants for applying. Only selected applicants will be contacted.
Navblue is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from. We are committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class. Accommodations will be available on request for candidates throughout the entire recruitment and selection process.
About Us:
NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off/landing, weight and balance), and crew planning solutions. You’ll be able to shape the future of the digital aviation industry by working on several of the best in the industry flagship products enabling pilots, dispatchers, flight engineers and other aviation personnel on a daily basis to deliver safe, efficient, and reliable flight operations all over the world. You’ll have the opportunity to support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.
You’ll join a team with a focus on digital and collaborative innovation that is passionate and customer-focused. Over the last few years, Airbus has been supportive of various initiatives such as Going Digital, Performance Based Navigation Services, Air Traffic Management Modernization Programs, FlySmart on iOS and other digital projects related to new aircraft technologies; the launch of NAVBLUE was therefore a natural step to further develop its Flight Operations and Air Traffic Management Portfolio.
NAVBLUE is a fully owned subsidiary of Services by Airbus, fueled by the agility of Airbus ProSky and Navtech (acquired in 2016), and the pioneering spirit of Airbus, NAVBLUE was created in July 2016 with one mission: lead aviation into the digital age.
NAVBLUE is based in Hersham (UK), Toulouse (France), Waterloo, ON (Canada), Bangkok (Thailand) and Malmö (Sweden), Gdańsk (Poland) with other offices all around the world.
The Future is Yours for the Taking: https://youtu.be/vdY6gYuceYY
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:
NAVBLUE, Inc.
Employment Type:
Permanent
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Experience Level:
Professional
Job Family:
Customer Account and Service Management
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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.
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At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.