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.