[Hiring] Customer Success Manager @RTX

Role Description

We’re looking for an experienced airport or airline technology professional to join our Global Customer Success team, taking ownership of the operational relationship for a portfolio of remotely managed customer sites. This is a highly visible, customer-facing role where you’ll become the key operational connection between airports, airlines, third-party vendors and Collins Aerospace.

You’ll combine your knowledge of airport systems with strong customer relationship skills to ensure our solutions continue to perform, service commitments are met, issues are resolved effectively, and our customers receive the support they need.

If you understand the pace of an airport environment, know your way around common-use passenger processing technology such as CUTE, and enjoy building trusted relationships with customers, this could be an excellent next step.

What You’ll Do

• Own customer relationships for remotely managed sites, acting as a key operational point of contact for customers and stakeholders.
• Support the transition of customer programmes from implementation into ongoing operational service.
• Coordinate and triage technical issues, escalating where appropriate and keeping customers informed throughout.
• Lead incident communications for non-critical issues affecting remotely managed locations.
• Own Failure Review Board (FRB) activities and coordinate Root Cause Analysis (RCA) to help prevent recurring issues.
• Monitor and support Service Level Agreement (SLA) performance and change-management compliance.
• Maintain accurate site-specific documentation, service delivery plans and customer-site inventories.
• Work closely with airport and airline partners, airport authorities and third-party vendors.
• Attend airport and airport authority meetings remotely, representing Collins Aerospace and supporting strong customer relationships.
• Provide additional system and user training where required.
• Coordinate hardware maintenance, warranty activity and inventory requirements.
• Support purchase-order activity during the recurring service phase.
• Identify potential changes in customer requirements and escalate commercial opportunities or change orders to the Account Management team.
• Coordinate security-related activities including WSUS updates, cyber initiatives, antivirus updates and security scans, in line with RTX requirements.

Qualifications

• At least 3 years’ experience within the airport or airline industry in a technical environment.
• At least 2 years’ experience working with CUTE equipment/application software, or closely related airport common-use technology and relevant industry experience.
• A strong understanding of airport and/or airline operational environments.
• Excellent customer and client relationship skills, with the confidence to work with multiple stakeholders.
• Strong problem-solving skills and the ability to coordinate issues through to resolution.
• Excellent written and verbal English communication skills.
• Proficiency with Microsoft Office.
• The ability to work independently, manage competing priorities and take ownership of customer outcomes.
• A university degree or equivalent relevant experience is typically required. For engineering or technical positions, a degree in Science, Technology, Engineering or Mathematics (STEM) may be required depending on local legislation and requirements.

Benefits

• Opportunity to work across an international customer network.
• Collaboration with teams and partners across the aviation ecosystem.
• Direct role in ensuring customers receive the performance, reliability and support they depend on.

Company Description

At RTX, the world’s largest aerospace and defense company, 185,000 people are united by a shared purpose: solving some of the world’s most complex challenges. Collins Aerospace is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Our technology connects airports, airlines, passengers and operations around the world.

Here, you’ll have the opportunity to work across an international customer network, collaborate with teams and partners across the aviation ecosystem and play a direct role in ensuring our customers receive the performance, reliability and support they depend on.

Bring your airport experience. Build trusted customer partnerships. Help keep global aviation moving.