Customer Success Lead

Job Responsibilities

1. Performance Monitoring: Implementing performance metrics and tracking project performance against key indicator. Includes analysing data and generating report for management review.
2. Continuous improvement: Identifying opportunities for process improvement and implementing best practices to enhance project effectiveness.
3. Communication and Coordination: Facilitating effective communication among team members, stakeholders (including customer), and supplier to ensure everyone is aligned with the project's goal and progress. Ensure effective communication and responsiveness to customer inquiries and concerns.
4. Relationship Management: Building and maintaining strong relationships with customers to understand their needs, challenges, and goals. Acting as main point of contact for customers.
5. Customer Onboarding: Facilitating the smooth onboarding process for new customers, guiding them through product/service and MRO systems.
6. Customer Feedback Analysis: Collecting and analysing customer feedback to gain insights into their experiences and preferences. This data can be used to enhance products, services, and overall customer satisfaction. (Simple and effective dashboard/survey to gain this insight).
7. Customer Retention: Focusing on customer retention by proactively engaging with customers, understanding their long-term goals.
8. Aircraft Check Billing: Prepare work task report including chargeable man-hours and materials usage for progressive submission to customer for approval. Create database for standard defects/task. Use of RPA to expedite billing process and accuracy.
9. Post-Check Review: Identify areas for process improvement and implement best practices to enhance project efficiency, effectiveness, and overall outcomes. Seek feedback from team members and stakeholders to drive continuous improvement initiatives. Analysis of material consumption, trends, and staging of commonly used materials in-house
10. Materials Consumption Analysis: Provide dashboard/excel for materials consumption trends and provide feedback to Purchaser for MRP to stage commonly used materials in-house (non BFE), liaise with customer with data for POB on frequent defects material consumption. Preload materials analysis to reduce waste and cost control.
11. Material Utilization Optimization: Analyzing material consumption patterns and recommending strategies to optimize material usage, reduce waste and cost control.
12. Profit & Loss Analysis: Provide daily update on financial health of individual project vs FPP, material consumptions, manpower utilisation, outhouse vendor. Feedback to Sales on analysis outcome in post check review.
13. Customer System knowledge: Ability to navigate customers system.
14. Such other duties assigned by Project Manager to support the overall success of the project.

Requirements

1. Proven working experience in the Aerospace industry, preferably with Diploma or Degree in Aviation, Engineering or related field, with a good understanding of technical requirements and industry standards.
2. Demonstrated experience in handling customer relations, ensuring customer satisfaction through proactive engagement and effective issue resolution.
3. Solid experience in billing processes and Profit & Loss (P&L) analysis.
4. Excellent team player with strong communication skills, capable of fostering collaboration among cross-functional teams and stakeholders.
5. Ability to work independently with outstanding organisational and planning skills, effectively managing multiple tasks and deadlines.

Please note that only short-listed candidates will be notified.