Customer Support Manager

Task 1 – CSM External tasks (direct customer relationship)
Pilot contract negotiations, delivering customers' expectations while protecting Safran HE Interest
Promote Safran HE Products and services, Provide added value and customized services to establish a win/win cooperation between customer and Safran HE
Manage Safran HE / Customer respective commitments (contractual, projects, …)
Proactively manage & anticipate potential issue(s) customers will face (Ensure and maintain high level of customer satisfaction)
Manage commercial gestures and discount with the customer(s) in accordance with Safran HE requirements/policies
Deploy a structured networking plan on his/her customers and periodical visits
Ensure participation and efficient contacts with customers during Safran HE and industry events:
Organize customer visits and prepare meeting minutes & action plans when applicable
In terms of prospects: identify potential new customers; arrange prospective visits, alert on acquisition projects, competition.
Task 2 – CSM Internal tasks
Define and implement action plans for his/her customers based on Safran HE China business strategy
Prepare offers, contracts and adhere to internal Safran HE policies before negotiating with the customer(s)
Lead progress and information meetings (i.e. area meeting, business case review…) with Safran HE stakeholders
Monitor market trend as well as related regulations and/or environment change, analyze impact to Safran HE market position and approach, development short/mid-term business development plan

MINIMUM QUALIFICATION / EXPERIENCE:
• Possess at least 5 years of aviation experience with strong network within China aviation Market; preferably in helicopter market and/or engine business.
• Experience in customer service / project management.
• Fluent in Mandarin & English; Converse & Written; French speaking is a plus.

PERSONAL REQUIREMENTS:
• Customer oriented, result driven and good people skill.
• Strong leadership skills; demonstrated ability to lead programs / projects.
• Ability to work in a multi project and cultural environment.
• Demonstrated ability to work under pressure and deliver on tight deadlines.
• Ability to work independently with positive attitude.
• Excellent verbal and written communications skills.
• Ability to articulate and present with confident in front of C-suite leaders.