Customer Success Manager

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Role Summary
The South Korea Customer Success Manager is responsible for managing and coordinating the implementation and operational support of our products and services across Asia Pacific.
These services include but are 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 optimization and Electronic Flight Folder systems.
• Flight Tracking
• Aircraft- predictive health maintenance solutions.
• Prepare, submit, and track cadence of Customer Service Orders and requests.
• 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 optimization and Electronic Flight Folder systems.
• Flight Tracking
• Aircraft- predictive health maintenance solutions.
• Prepare, submit, and track cadence of Customer Service Orders and requests.

Job Responsibilities

• Effective project management and timely implementation of our products and services across Asia Pacific – collaborating with account and product managers, internal engineering teams, shared services teams, and partners / subcontractors etc.

• Ability to manage multiple customers facing implementation projects/tasks simultaneously

• Incident Management – collaborate with the global Service Desk, internal teams and customers to enable timely incident resolution, and ensure SLA compliance, high customer satisfaction

• Operations support – work closely with customers, internal technical teams, product managers to ensure quality support and service levels

• Customer satisfaction – conduct regular service reviews, provide information about our products / services, when required. Ability to build trusted relationships with customers, apply critical thinking to customer interactions, understand customer feedback/ pain points and work with internal teams to develop best value solutions

• Provide any key metrics or develop materials to address customer enquiries

• Maintain knowledge of Collins organization and products to provide the appropriate information and support to customers

Job Requirements

• 5 years technical experience including airline operations or in the aerospace industry

• Degree in a technical discipline or equivalent professional qualification (e.g., Aviation / Networks)

• Knowledge of aviation Datalink and/or ground communication networks

• Business level English and Korean languages (written and spoken) due to market coverage i.e., South Korea

• Excellent time management skills

• Ability to deal with ambiguity

• Effective verbal and written technical communication skills

• Strong interpersonal and customer support skills

• Self-motivated and proactive

Preferred Qualifications

• CCNA/ITIL Certification

• Familiarity with BI tools, data analytics

• Proficiency in tools such as ServiceNow, Smartsheet

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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