Customer Support Manager

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Customer Support Manager

Customer Support Manager

remote typeOn-Site locationsDubai time typeFull time posted onPosted Today time left to applyEnd Date: January 30, 2025 (12 days left to apply) job requisition idR0273662 Location: Dubai, United Arab EmiratesThales people architect solutions that enable two-thirds of planes to take off and land safely. We create in-flight entertainment systems that engross 50 million fliers every year and we develop the avionics that control the world’s largest commercial aircrafts. Our simulators train the next generation of pilots for fighter jets, transporters and search and rescue helicopters. And, together, each and every member of our aerospace team makes a difference.Thales has built a presence in the United Arab Emirates for over 35 years, and today has over 300 employees. Thales in the UAE is part of our Middle East business that has 1,800 people across Egypt, Iraq, Kuwait, KSA, Lebanon, Oman, Pakistan, Qatar and UAE. Together we delivered technology for the Dubai metro, the longest driverless metro network in the world and a fare collection system that processes up to 250,000 transactions per day. We make UAE a safer place by providing secure electronic payment solutions, cyber security systems and communications as well as security systems for Dubai International Airport and air traffic management and navigation systems for Abu Dhabi’s airport.

JOB OBJECTIVE:

The primary focus of the Customer Support Manager (CSM) is to guarantee the proper execution of contracts in terms of customer satisfaction, on-time delivery, quality of execution and profitability. Take ownership of the customer’s concerns and work towards their resolution in coordination with the customer to drive in-service operational, technical and contractual issues and commitment on all the AGS range of services. Being responsible for Customer satisfaction, he/she will work closely with Thales back office teams: marketing and sales, technical back-office and operations departments. Responsible for building customer intimacy, identifying upsell opportunities, supporting sales campaigns, contributing to account strategy and associated budgeting reviews. Occasional travel expected in France. Frequent travels expected on Customer sites, in particular in Turkey.

ROLES & RESPONSIBILITIES:

The CSM is a customer facing role responsible for the most profitable execution of the customer contract whilst maintaining customer satisfaction The CSM is accountable for driving and delivering on all key metrics affecting the performance of the contract. Through a deep understanding of his/her customer’s context and contractual framework, the CSM takes the lead to identify all possible areas of margin improvement and new business opportunities, whilst managing customer satisfaction by tackling contractual issues. Major responsibilities include:+ Contract post-award implementation.
+ Manage contractual milestones.
+ Deliver/exceed on sales Gross Margin targets.
+ Manage cash and financial terms of payment, (invoicing plans, reconciliation plans, provisioning, Volume Discounts, cash and payments, Credit Lines, Merchandise Discounts, Cash incentives, etc..) and for generating accurate and timely reporting and forecasting.
+ Drive operational performance and Owner of all contractual risks that could impact Margin and associated mitigation plans => day-to-day contract management incl. claim management (not only with margin impact).
Responsible for seamless end-to-end contract execution while maximizing contract profitability. Manage the interface with customers related service performance (repair, distribution) and responsible for meeting associated KPIs. Handle customer concerns and questions in timely manner, manage customer expectations, ensure enjoyable customer experience. Responsible for Contract operational performance (reliability, OTD, etc.). Monitor financial performance (Margin, SOA, etc). Identify and alert on risks, propose mitigation plans (customer claims, technical or operational issues, etc). Drive customer scorecards, ASSR, Top-5 irritants monitoring. Build yearly customer catalogues. Build customer intimacy: identify and build key relationships. Promote Thales image, regular visits. Develop customer knowledge and provide regular reporting. Support sales campaigns. Identify upsell opportunities. Manage associated capture campaigns for contracts amendments or change orders. Contribute to global account customer satisfaction & strategy. Contribute to SBP / MYB.

WORK EXPERIENCE REQUIREMENTS

10 years minimum in customer service or sales or technical/operational environment or project management. Preferably in airline or aerospace sector.

QUALIFICATION, CERTIFICATION & EDUCATIONAL REQUIREMENTS

Master Degree in Engineering or equivalent. Fluent in English (Oral and Written). French and / or Arabic Languages appreciated.

PREFERRED SKILLS

Customer oriented, excellent listening skills Project Management skills Analytical, reliable and rigorous, able to perform extensive data analysis Root cause analysis Communication skills: able to prepare and make oral presentations to customers, regular customer meetings (Teams and face-to-face) Reactivity, stress resilience Ability to work autonomously and to establish excellent internal contacts and relationships in a multi culture WW organization.
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