Customer Success Manager

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Title: Customer Success Manager

Location: Crawley, United Kingdom

Apply now and be part of the team that's redefining aerospace, every day.

Collins Aerospace, an RTX company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defence industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers' toughest problems and to meet the demands of a rapidly evolving global market. We are currently on the lookout for a Customer Success Manager to our team.

You must have technical knowledge, customer service and technical deployments experience, with an understanding of IT/Networks, Air to ground communications and operation systems in the aviation arena.

In this role, you will apply your technical experience and customer focus to support, train and deploy products and services under the Collins – Connected Aviation business unit. You will resolve a broad range of technical challenges, varying in complexity while providing a world-class service experience to the overall success of the business.

This role is a Hybrid role with two days a week in office.

What you will do

• Conduct technical account management and deployment of products and services, including the process of setting up services for new and existing customers.
• Deliver sound customer success management and service delivery by fostering close relationships with your customers, understanding their needs, how they operate, identifying new opportunities and conducting quarterly business reviews to enhance our service offerings.
• Develop and provide technical training for all customers and services as required.
• Close collaboration with Product owners, Program Management teams to deliver services within projected deadlines. Provide feedback and share product enhancement requests/ideas from customers to supplement product improvement.
• Act as the first point of contact for customer success related issues for all services and products through identification, analysis, and recommendations for resolution, ensuring corrective action is successfully implemented and communicated to the customer.

This will include but not limited to:

• Datalink technical issues (ACARS, CPDLC and SATCOM)
• Connected Cockpit Solutions including FOMAX (Flight Operations Maintenance Exchange) for Airbus family aircraft, InteliSight AID, A350 MIAM.
• Ground Network messaging protocols.
• Flight Hub – Flight Plan & Tracking, optimization and Electronic Flight Folder systems.
• Aircraft- predictive health maintenance solutions.
• Ability to gather and collate technical information and to communicate it effectively with a variety of cultures and nationalities across multiple time zones.

Experience & Qualifications we prefer:

• Minimum of 3 years' experience in a similar role is essential.
• Knowledge of Air to Ground and ground communication networks and systems
• Ability and confidence to interact with customers on all levels including Senior Directors, Engineering, Flight Operations, and business management.
• Fluent in Microsoft Office environment.

Highly Desirable:

• Understanding of Airline Operational processes and practices.
• CCNA / ITIL Certification
• Working knowledge of ITIL, IT and networking principles
• Spanish, French or Arabic language skills

What You Will Learn:

Professional Development: Gain access to company-sponsored certifications and training programs, mentorship and guidance from industry leaders, opportunities to develop your leadership skills by driving exciting high-impact projects and initiatives. Thrive in a culture of continuous learning and innovation, where curiosity is encouraged and supported. 

What we offer

• 25 days annual leave + bank holidays
• Competitive Salary
• Bonus Scheme
• Fantastic pension scheme
• Critical illness cover.
• Income Protection
• Private Medical Insurance, Employee Assistance Programme, the ability to buy holidays, a cycle to work scheme & other great employee discounts

At Collins Aerospace we are driving the industry forward through technological advanced and intelligent solutions for global aerospace and defense. Every day we imagine new ways to make the skies and spaces we touch smarter, safer, more efficient, and more amazing for our customers than ever. Together we chart new and exciting journeys, reuniting families, enhancing flight safety, and protecting nations whilst continually evolving our products and solutions to meet the expectations of tomorrow's world, and we do it all with some of the greatest talent this industry has to offer.

We are Collins Aerospace, and we hope you join us as we continue to REDEFINE AEROSPACE as One Collins.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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