Customer Success Leader

About Safran

Safran is an international high-tech group operating in the fields of aeronautics (propulsion, equipment and interiors), space and defense. Its mission: to contribute sustainably to a safer world, where air transport becomes ever more environmentally friendly, comfortable and accessible. With operations on all continents, the Group employs 100,000 people for a turnover of 27.3 billion euros in 2024, and holds, alone or in partnership, world or European leadership positions in its markets. Safran is the 2nd company in the aeronautics and defense sector in TIME magazine's "World's Best Companies 2024" ranking.

Safran Electronics & Defense offers its customers embedded intelligence solutions that enable them to understand their environment, reduce mental load, and guarantee a trajectory, even in critical situations, in all environments: on land, at sea, in the air or in space. The company puts the expertise of its 13,000 employees at the service of these three functions: observe, decide and guide, for civil and military markets.

Because we are convinced that every talent counts, we value and encourage applications from people with disabilities for our job opportunities.

Responsibilities

As a member of the sales team, the main missions of the "Customer Success Leader" are:

• Ensure effective communication with our "key account" clients regarding the repair and spare parts orders they send us:

  • Consolidate customer needs through periodic telephone meetings, regardless of the SED repair shop concerned (in France, Grand Prairie, or Singapore)
  • Provide answers or alternatives to these needs by consulting the various internal SED departments
  • Resolve disputes or blockages, including unpaid invoices, by leveraging sales or program teams if necessary.

• Manage the resolution of AOGs for the client portfolio under his/her responsibility

• Provide telephone on-call support, outside of working hours, in rotation with colleagues and in support of our service provider who handles customer interface 24/7.

To do this, he/she is responsible for the following tasks:

• Ensure proactive communication with the clients for whom he/she is responsible
• Prepare and conduct reviews of repair and spare parts order backlogs with his/her clients
• Anticipate, if possible, and then propose alternative solutions to his/her clients' urgent needs.

Profile Sought

• Holder of a Bac +5 degree
• Mastery of English, written and especially spoken
• Strong communication skills, even in tense situations with the client
• High stress resistance
• Customer satisfaction oriented
• Teamwork skills
• Dynamism, perseverance, and ability to rally a team around customer satisfaction.

Experience in Front Office would be ideal.

Welcome to Safran

Safran is an international high-tech group operating in the fields of aeronautics (propulsion, equipment and interiors), space and defense. Its mission: to contribute sustainably to a safer world, where air transport becomes ever more environmentally friendly, comfortable and accessible. With operations on all continents, the Group employs 100,000 people for a turnover of 27.3 billion euros in 2024, and holds, alone or in partnership, world or European leadership positions in its markets. Safran is the 2nd company in the aeronautics and defense sector in TIME magazine's "World's Best Companies 2024" ranking.

Safran Electronics & Defense offers its customers embedded intelligence solutions that enable them to understand their environment, reduce mental load, and guarantee a trajectory, even in critical situations, in all environments: on land, at sea, in the air or in space. The company puts the expertise of its 13,000 employees at the service of these three functions: observe, decide and guide, for civil and military markets.

Because we are convinced that every talent counts, we value and encourage applications from people with disabilities for our job opportunities.