[Hiring] Customer Success Manager @RTX

Role Description

As a Customer Success Manager for Airport Systems, you will take 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.

Your responsibilities will include:

• 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.
• Collaborate with teams and partners across the aviation ecosystem.
• Play a 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.