Job Description: Customer Success Account Representative

About Airbus Space Digital

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 world's 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.

About the Role

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

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: able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors) — 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: able to walk through office and production areas including uneven surfaces (include routine walking such as to a shared printer to retrieve documents) — Daily
• Personal Protective Equipment: 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. Steel-toed shoes are required for all shop floor visit; appropriate hearing/eye protection may also be required when visiting the shop floor.

Job Details

• Company: Airbus DS Geo Inc.
• Employment Type: US - Direct Hire
• Experience Level: Professional
• Job Family: Customer Account and Service Management

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.

Important Notes

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 Company's success, reputation and sustainable growth.

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief. Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

Airbus pioneers sustainable aerospace for a safe and united world. The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services.