Job Description:

Job Objectives

Responsible for the deployment and in service phase of Skywise Core and Skywise Premium Services. Support the Sales campaigns by performing demo and identifying the relevant use cases of our operators. Support marketing activities to other Airbus departments or other Entities to present Skywise Core and to explain how data collected are being used.

Job Responsibilities

• Accountability for the Service Delivery to the Customer: delivery, communication, monitoring and reporting
• Accountability of the quality of the data shared by the Customer to Airbus at the end of Skywise Core on-boarding
• Accountability for the In Service phase of the Service to the Customer: meetings, follow-up, quarterly reviews, actions plans
• Accountability for application of processes necessary to fulfill the Service
• Responsibility for strengthening the relationships with all Service’s stakeholders
• Accountability for the identification of new opportunities of Services (Premium, Digital Solutions, …)
• Responsibility of supporting the Airbus Regional workforce (FSRs, CSDs, Programs, …) on Skywise information and strategy
• Coordinate and Support Sales activities with internal stakeholders (CSD, Central, and Region Sales, and SD teams) during contract signature phase
• Identify new opportunities of Premium or Digital Services and communicate accordingly
• Prepare the deployment of Skywise Core on-boarding (Data & Workflow scoping phase, Prerequisites, data mapping preparation, …)
• Organize and follow the Skywise Core on-boarding
• Validate the quality of data shared by the Airline
• Support the transition to In-Service phase, with knowledge transfer to the Support team
• Support the delivery & follow-up of the Premium Services
• Ensure that deliverables are in line with the contractual terms (cost, time, quality).
• Ensure the correct support procedures are applied and propose improvements
• Contribute to contract reviews, based on consistent and factual KPIs, evaluate and improve suppliers’ performance in terms of time, cost and quality.
• Represent and relay the customer experience within Customer Services and Commercial teams
• Set up and maintain the necessary means in order to provide the best level of service for the customers
• Ensure a good and close relationship with Customers
• Organize and manage Customer events such as workshops, support seminars as appropriate
• Deliver training sessions (only for volunteers, subject to preparation)
• Analyze customer feedbacks, consolidating the performance indicators and managing the continuous improvement program to reach targeted SLA’s
• Monitor performance and advising any necessary changes
• Providing accurate and timely reports on customers issues, concerns, needs and requests towards Airbus products and services
• Developing / Proposing improvements on support procedures, operating modes and team organization
• Proposing improvements on Airbus’ products and services
• Contributing to the right calculation of the KPI related to the support activity
• Contributing to the knowledge and best practices of the group
• Maintaining and improving his knowledge, skills and competencies

Job Requirements

• Knowledge on airline operations and has support and training experience
• Good communication skills and presentation skills
• Excellent people management skills to collaborate with colleagues and cross-functional teams
• A self-starter with an ability to excel in a dynamic, ever-changing environment
• Data analysis concepts would be a plus
• IT skills and knowledge of digital platform as a service as a plus
• English fluent written and spoken
• Ability to travel up to 30 - 40 of the time

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.

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