3 weeks ago
Senior Customer Support Director
Airbus
Herndon, VA (On-site)Full time$145K/yr – $165K/yr
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Senior Customer Support Director
Herndon, VA (On-site)
$145K/yr – $165K/yrSenior Level10+ years expFull time
Posted 3 weeks ago
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Job Summary
Owns post-sales customer lifecycle for strategic accounts, leads ISCT and transversal projects, and serves as the primary interface between customers and Customer Services.
- Manages Cat 1S accounts and EIS/end-of-operations lifecycle
- Drives cross-functional transformation and executive engagements
Job Description
Responsibilities
- The Senior CSD acts as the voice of the customer in the Customer Support and Services Organization. As such, they are the main focal point and accountable for all post sales-related activities, and to ensure customer satisfaction while preserving Airbus interest.
- The Senior CSD will be allocated to one Cat 1S (Strategic Customer).
- They would also be responsible to lead a Transversal Project and be expected to manage a cross functional multi national team. This project would be to deliver improvements and efficiencies at strategic or transformational level within Customer Services.
- Lead the In Service Core Team (ISCT) to collate and internally drive Airbus' customer service strategy to ensure an aligned approach, and to assist other Business Units to achieve their objectives, whilst satisfying the customers.
- In-line with the Global Account Management (GAM) concept, the Senior CSD leads the ISCT as the primary interface between customers and Customer Services, to drumbeat all Customer Services Business Unit activities whilst ensuring a single voice per customer on in-service matters.
- For their major Cat 1S and Cat 1 accounts, the Senior CSD is responsible to coordinate and oversee all post sales-related activities through the whole aircraft life cycle, including aircraft Entry into Service (EIS) preparation, post EIS daily support and End of Operations management, in accordance with Purchase Agreement and all subsequent Customer Services commercial agreements.
- In conjunction with the Sales Director, they are responsible for identifying customer needs and subsequently promoting and supporting the sale of Customer Services range of products and services.
- The Senior CSD also exercises commercial control and ensures that: Commercial gestures are well justified, documented and minimized; Contractual commitments are closely followed-up and executed; Debt is kept under control.
- Provide a high level of support to the aircraft sales team during Marketing phases of the aircraft sales, including giving presentations and RFI on customer services.
- Assess and define customer’s needs based on their support intel with the aim to embed the customer services package within the aircraft sales campaign.
Requirements
- 10 years minimum of experience in the aerospace industry
- 3 years experience as a Customer Support Director managing category 1 customers
- Hold professional qualifications in aerospace engineering or a related discipline
- Possess knowledge and awareness of contracting principles
- Have a strong level of aviation safety awareness
- Have demonstrated experience in leading and managing transverse teams and activities with no hierarchical authority.
- Possess an excellent track record of customer interfacing experience
- Have demonstrated high-level written and oral communication skills in English
- Proven resilience and ability to work under significant exposure and pressure
- Possess strong interpersonal/negotiation skills in a multi-cultural environment
Benefits
- Medical insurance, Dental insurance, Vision insurance, Prescription insurance, Employee Assistance Program, Flexible Spending Accounts, Health Savings Accounts, Basic & Voluntary Life and Accidental Death & Dismemberment insurance, Short and Long-term Disability insurance, 401(k), Paid time off including paid holidays, Tuition Assistance, Bonus(es) subject to performance criteria.
Airbus
4.2 Glassdoor
Airbus pioneers sustainable aerospace for a safe and united world.The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services. In commercial aircraft, Airbus designs and manufactures modern and fuel-efficient airliners and associated services. Airbus is also a European leader in space systems, defence and security. In helicopters, Airbus provides efficient civil and military rotorcraft solutions and services worldwide.
Founded in 1970
FRA
84K employees (3,623 in marketing)
89% recommend to a friend
99% CEO approval
Traffic Signals
Monthly Visitors
2.6M
Monthly Google Ads Budget
$450
Traffic Source Mix
Search
61.1%
Direct
32.2%
Referral
4.8%
Social
0.9%
Paid
0.9%
Headcount Trend
Current headcount: ~84K
Marketing Team
Marketing Team Size
1,721 (2% of company)
Median Career Experience
14 years
Median Tenure
10.4 years
Marketing Roles Posted (Last 30 Days)
1
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