Customer Service Account Representative

Job Description:

The Customer Success Account Representative is responsible for managing key clients and oversees all aspects of projects ensuring customer satisfaction with projects delivered on cost on quality and on time.

Please note we cannot pay relocation expenses for this position. If you are not in the nearby areas of Fort Collins CO or Herndon VA you will be required to relocate at your own expense if you want to be considered.

Primary Responsibilities:

Customer Success: 50%

• Represent customer needs and concerns within the company to ensure they are heard and addressed.
• Respond timely to inquiries from both internal and external customers (email phone online tools etc).
• Manage customer relations daily in close collaboration with the Sales Team to ensure customer objectives are met.
• Work closely with sales marketing and other internal teams to ensure a cohesive customer experience.
• Interface directly with customers during all phases of the order to ensure it is on track and deliverables are within scope. To be done in close collaboration and alignment with the relevant sales account manager.
• Coordinate with Product Owners and Subject Matter Experts to improve customer knowledge of Airbus technology products and services.
• Coordinate necessary training for customers as needed.

Account Management: 40%

• Work with the Sales Team and support the relevant sales account manager to identify opportunities to expand Airbus products and services provided to existing customers.
• Solid understanding of the Airbus portfolio its products and services and how it can be used to meet customer needs.
• Gather requirements request internal quotes (tasking feasibility elevation radar) generate customer quotes book customer orders and launch production orders.
• Coordinate with satellite tasking order management and production teams to streamline and ensure successful deliveries.
• Provide advice and information on products or services based on customer needs and preferences. Help to define and document customer requirements and identify potential gaps between requirements and capabilities.

Project Management: 10%

• Assist in the definition of project scope and goals in interaction with the Bid and Sales teams.
• Ensure proper hand-over of project after contract signature.
• Develop and manage a detailed project plan including schedule and work plan where appropriate
• Identify and manage potential risks related to project execution.
• Manage proper execution of the projects both internally and externally. Ensure projects are OTOCOQ and perform necessary internal and external reviews during contract performance.
• Provide project reporting to stakeholders both internal and external.
• Coordinate with other departments to secure required resources for the project team. Coordinate the people placed under his/her operational responsibility and coordinate the activities of the cross-functional teams involved in his/her projects.
• Manage multiple projects for different clients simultaneously.

Physical Requirements:
Onsite
Vision: able to see and read computer screen and other electronic equipment with screens able to read
documents reports and engineering drawings: Daily
Hearing: able to hear to participate in conversations in person and via teleconference or phone and to hear
sounds on production floor including safety warnings or alarms: Daily
Speaking: able to speak in conversations and meetings deliver information and participate in communications: Daily
Equipment Operation (personal computer telephone copies fax machine and related office equipment and
using electronic identification card to enter building floors and internal doors): able to operate most office and
personal electronic equipment and some tools including production tools such as hydraulic lifts: Daily
Carrying: able to carry documents tools drawings electronic equipment up to 30lbs/14kgs: seldom
Lifting: able to lift documents tools drawings electronic equipment up to 30lbs/14kgs: seldom
Sitting: able to sit for long periods of time in meetings working on computer: Daily
Squatting / Kneeling: able to squat or kneel to retrieve or replace items stored on low shelving: seldom
Standing: able to stand for discussions in offices or on production floor: Daily.
Travel: able to travel independently and at short notice: monthly
Walking (include routine walking such as to a shared printer to retrieve documents): able to walk through office
and production areas including uneven surfaces: Daily
Personal Protective Equipment required: Required PPE includes but is not limited to Safety Shoes Safety
Glasses Hearing Protection Respirators/Masks and/or Protective Gloves as required by site and/or customer site
Administrative position only PPE required: Steel-toed shoes are required for all shop floor visit appropriate hearing/eye protection may also be required when visiting the shop floor.

Equal Opportunity:
All qualified applicants will receive consideration for employment without regard to race color sex sexual
orientation gender identity religion national origin disability veteran status age marital status pregnancy
genetic information or other legally protected status

As a matter of policy Airbus does not sponsor visas for US positions unless specified. Only applicants with current work
authorization will be considered.
Airbus does not offer tenured or guaranteed employment. Employment with Airbus is at will meaning either the company
or the employee can terminate the employment relationship at any time with or without cause with or without notice.
NOTE: Airbus reserves the right to revise or change job duties and responsibilities as the need arises. This position
description does not constitute a written or implied contract of employment.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity as the foundation for the Companys success reputation and sustainable growth.

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