Geospatial Customer Success Account Representative

Job Description:

Airbus Space Digital helps protect people and nations advance sustainability and support customers with premium imagery and fast and reliable insights. Operating one of the worlds largest commercial optical and radar satellite constellations Airbus delivers precise data elevation models and reference layers tailored to customer needs. With nearly 40 years of cross-industry experience Airbus collaborates closely with partners to create solutions that meet specific requirements. Its geospatial technology enables remote terrain analysis change detection and dependable surveillance offering everything from raw imagery to delivery of advanced products for analysis and visual interpretation. Ultimately thanks to its premium imagery and advanced AI-based analytics Airbus provides the right information at the right time to the right person for the right decision.

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.

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.

Additional Responsibilities:

Responsible for backing up other team members during PTO
Creation of project and services related technical documentation
Contribute operational support to related projects and services as needed.
Validation of customer workflows and use cases.
QA/QC and testing of applications and services

Qualified Experience / Skills / Training:

Education:
Bachelors degree or equivalent in Remote Sensing Geography or another related field

Experience:
2-5 years of Project Management preferred
2-5 years of customer facing support
5 years of working with geospatial data applications and related services
Specific coursework and/or professional experience in remote sensing technologies and software is required.

Licensure/Certifications:
None required
Knowledge Skills Demonstrated Capabilities:
Understanding of Earth Observation data (Optical and Synthetic Aperture Radar data) Elevation & Terrain data as
geospatial web-based portals and analytical solutions desired
Ability to understand potential customer use cases and recommend solutions to meet their needs
Ability to communicate with customers
Knowledge of various project management methodologies and best practices
Ability to prioritize tasks
Strong background in geospatial principles and data management
Time management skills

Communication Skills (Spoken Written Influencing Proficiency in Other Languages):
Ability to communicate effectively in writing over the phone and in person
Ability to Synthesize information
Ability to provide technical information to a non-technical audience
Ability to communicate to a variety of audiences and teams internal and external

Technical Systems Proficiency:
Microsoft and Google Workspace products
GIS Tools such as QGIS Esri Products
ERP / CRM desirable

Travel Required:
Minimal Domestic and International travel

Eligibility:
Authorized to Work in the US

Clearance:
None

Decision Making Complexity:

Ability to make project decisions in timely manner
Ability to solve problems creatively
Ability to monitor progress and make adjustments if needed
Ability to utilize multiple software applications (both in house and off the shelf) and follow operational procedures to manage customer inquiries and fulfill orders.
Ability to adapt and train on continuously evolving products services tools and processes

Organizational information:

Direct Reports: Exempt: 0
Non-exempt: 0

Job Dimensions Contributions to Success:

Ensure that policies objectives and responsibilities of the project satisfy all stakeholders involved
Manage customer needs set expectations and ensure customer satisfaction

Physical Requirements:
Includes: Lifting Carrying
Pushing/Pulling Sitting Standing Squatting/Kneeling Walking Speaking Hearing Vision Manual Dexterity Travel.

Equal Opportunity: Airbus is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status.

Airbus is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

As a leader in our field Airbus provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.

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.

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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