Customer Success Manager

Location: Jakarta, Indonesia

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

Thales has been present in the Republic of Indonesia for 45 years in the defence, aerospace and space domains, delivering a wide range of civil and defence solutions that highlight our strong commitment to working with the Indonesian government and local stakeholders. In recent years, our innovative solutions in air traffic management systems and telecom satellites have further strengthened our presence in the country alongside our digital portfolio of solutions such as biometrics, data protection and cybersecurity now serving the needs of diverse customers in civil sectors.

In line with the missions of Aviation Global Services (AGS), the holder of the job is responsible for the satisfaction of a portfolio of airlines, OEM or MRO’s for all technical and contract management aspects of the relationship.

The primary focus of a Customer Success Manager (CSM) is to enhance the partnership with the customer through responsiveness, advocacy and management to the specific working contractual agreement between Thales and the customer.

The job holder takes ownership of the customer’s concerns and works toward the resolution in coordination with the customer to drive in-service technical and contractual performance of all Thales products and services.

The CSM will work closely with the Regional Sales Manager (RSM) and internal stakeholders from marketing and sales, technical back-office, Customer Experience Team and operations to ensure a good level of Customer Satisfaction for the Thales Aviation Global Services organization

The CSM will maintain and improve their assigned customer positions in Thales rankings with Aircraft Manufacturers, such as Airbus, Boeing and ATR. Additionally, the CSM will manage and monitor their assigned customer scorecards. Any actions to improve or maintain will be via regular customer visits, Thales internal meetings, process improvements and pro-active approach to good customer service. The CSM will also be responsible to monitor the in-service performance, fleet configurations and reliability of the Thales components and manage any recovery plans with their specific airlines.

The CSM will also manage and coordinate with the customer, any support, services or contractual changes. These changes could be in the form of retrofit agreements, technical publications, training, test equipment, etc.

Responsibilities:

• In charge of technical support for airline/operator customers
• Communicate pro-actively with Customers as primary technical interface (Maintenance, Engineering, Operations)
• Conduct technical/programs reviews with Customers Technical, Maintenance and Repair organizations as required
• Identify and report on Customers technical issues & Develop and implement resolution plans
• Assess Customers product removals/reliability data to detect potential problems as early as possible, then propose, implement and follow-up reliability improvement plans
• Supports and prepares for Entry into Service for new aircraft type, equipment or In Flight Entertainment Systems
• Supports Regional Sales Managers in contract negotiations on performance and operational obligations
• Post-award contract implementation and coordinate with internal stakeholders on contractual commitments
• Manage cash and financial terms of payment, and generate accurate and timely reporting and forecasting
• Validate & update customers flying hours (FH) for invoicing to Back Office and provides forecasts for By-The-Hour (BTH) contracts
• Seek for continuous improvement in customer relationships through regular interaction
• Manage and ensure that action items from the respective customer satisfaction platforms (i.e. NPS, Airframer Surveys, etc) are captured and followed up in a timely manner
• Identify and drive incremental business opportunities that will help to increase margins within customer contracts

Requirements:

• May require frequent travel for customers’ engagement
• Excellent communication and presentation skills
• Problem solving and relationship building
• Customer focused and emphatic
• Team player, able to work under pressure, enthusiasm is essential
• Adaptable and resilient in a fast-paced environment
• Strong organizational skills and attention to detail
• Familiarity with Customer Relationship Management (CRM) software (e.g. SalesForce) Comfortable with data analytics tool

Other information:

• Working Location: Remotely
• Working Hours: Monday - Friday, 9am - 6pm

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.