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The Senior Customer Support Director (Sr. 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.
The role of the Senior CSD is to 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 will have to ensure successful deployment of this project ( on time, cost and quality) while securing senior leadership and any relevant stakeholders’ buy-in.
The Senior CSD ensures that the relationship with the cross-functional key decision makers for their assigned customers are established, nurtured and maintained from working level up to senior and executive leadership.
Considering their strategic nature, the accounts of the senior CSD are entitled to at least one Executive Review Meeting yearly. The senior CSD is fully empowered to lead the preparation, execution and follow-up of those executive meetings. As those meetings involve C-suite level representatives, the senior CSD is expected to address key strategic topics in line with the top level Airbus Customer Services strategy.
Besides those forums, the Senior CSD creates additional opportunities for Airbus top leadership to engage with their customer counterparts as the business requires.
The Senior CSD will also be asked to deputize the Regional HO Customer Support when he/she needs back-up.
Approx 50% North America domestic travel, with international travel to Europe approx 2 to 3 trips per year
Salary range based on the required profile: $145,000 - $165,000/year. Actual minimum and maximum may vary based on geographic differential. Individual pay is based on skills, experience, and other relevant factors. This position offers the following 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. These are our current benefit offerings for the current plan year and are subject to change without notice.
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.
Airbus Americas Customer Services, Inc.
US - Direct Hire
Professional
On-site
Customer Account and Service Management <JF-CS-CA>
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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.
