European Customer Success Manager

Date Posted:

Country:

Location:

Position Role Type:

Location: Crawley
Working Pattern: Remote
Reporting to: Global Customer Success Lead

Keep Airports Connected. Keep Customers Moving.

At Collins Aerospace, our airport technology helps keep passengers, airlines and airports moving every day.

We're looking for an experienced airport or airline technology professional to join our Global Customer Success team, taking ownership of the operational relationship for a portfolio of remotely managed customer sites.

This is a highly visible, customer-facing role where you'll become the key operational connection between airports, airlines, third-party vendors and Collins Aerospace
.

You'll combine your knowledge of airport systems with strong customer relationship skills to make sure our solutions continue to perform, service commitments are met, issues are resolved effectively and our customers receive the support they need.

If you understand the pace of an airport environment, know your way around common-use passenger processing technology such as CUTE
, and enjoy building trusted relationships with customers, this could be an excellent next step.

You'll take ownership of the customer experience for remotely managed airport sites, providing technical and operational coordination throughout the ongoing service lifecycle.

Your responsibilities will include:

• Own customer relationships for remotely managed sites, acting as a key operational point of contact for customers and stakeholders.
• Support the transition of customer programmes from implementation into ongoing operational service.
• Coordinate and triage technical issues, escalating where appropriate and keeping customers informed throughout.
• Lead incident communications for non-critical issues affecting remotely managed locations.
• Own Failure Review Board (FRB) activities and coordinate Root Cause Analysis (RCA) to help prevent recurring issues.
• Monitor and support Service Level Agreement (SLA) performance and change-management compliance.
• Maintain accurate site-specific documentation, service delivery plans and customer-site inventories.
• Work closely with airport and airline partners, airport authorities and third-party vendors.
• Attend airport and airport authority meetings remotely, representing Collins Aerospace and supporting strong customer relationships.
• Provide additional system and user training where required.
• Coordinate hardware maintenance, warranty activity and inventory requirements.
• Support purchase-order activity during the recurring service phase.
• Identify potential changes in customer requirements and identify commercial opportunities or change orders to the Account Management team.
• Coordinate security-related activities including WSUS updates, cyber initiatives, antivirus updates and security scans, in line with RTX requirements.

We're looking for someone who understands both the technology and operational realities of an airport environment
.

You'll ideally bring:

• At least 3 years’ experience within the airport or airline industry in a technical environment.
• At least 2 years’ experience working with CUTE equipment/application software, or closely related airport common-use technology and relevant industry experience.
• A strong understanding of airport and/or airline operational environments.
• Excellent customer and client relationship skills, with the confidence to work with multiple stakeholders.
• Strong problem-solving skills and the ability to coordinate issues through to resolution.
• Excellent written and verbal English communication skills.
• Proficiency with Microsoft Office.
• The ability to work independently, manage competing priorities and take…