Cas Vietnam Customer Success Manager

Vietnam Customer Success Manager

Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and

intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the

capabilities, comprehensive portfolio and expertise to solve customers’ toughest challenges and to

meet the demands of a rapidly evolving global market.

Our Connected Aviation Solutions (CAS) business advances information management solutions for

commercial and military customers across the world. That means we are helping passengers reach

their destination safely.

Within the CAS business we connect aviation community stakeholders and airlines with intelligent data

service solutions to enable the connected aviation ecosystem. Are you ready to learn from the most

knowledgeable experts in the industry, develop the technologies of tomorrow and reach new heights in

your career? Join our CAS team today.

Role Summary

The Vietnam Customer Success Manager is responsible for managing and coordinating

the implementation and operational support of our products and services across Asia Pacific.

These services include but are not limited to:

- Networks and Connectivity Solutions
- Platforms, Applications and Analytics
- Enablement Products

As the business grows and expands, there may be additional services added to the regional portfolio.

Reporting to the Asia Pacific Customer Success Management Lead, this position will be based in

Vietnam (Ho Chi Minh City).

and services, resolve a broad scope of technical issues ranging in complexity and provide world class

customer service.

The role will collaborate closely with the Project Management, Program Management, Product

Management teams, global engineering teams and partners/vendors in Asia Pacific to manage

implementation of our aviation solutions.

with our Help Desk and technical support teams to resolve a broad scope of technical issues and

provide world class customer service.

A key measure of success for this role will be the ability to liaise with cross-functional teams within

and outside the company, to deploy solutions efficiently and successfully on time, provide excellent

customer support to achieve high customer satisfaction.

Job Responsibilities
- Effective project management and timely implementation of our products and services across

Asia Pacific - collaborating with account and product managers, internal engineering teams,

shared services teams, and partners / subcontractors etc.
- Ability to manage multiple customers facing implementation projects/tasks simultaneously
- Incident Management - collaborate with the global Service Desk, internal teams and customers to

enable timely incident resolution, and ensure SLA compliance, high customer satisfaction
- Operations support - work closely with customers, internal technical teams, product managers to

ensure quality support and service levels
- Customer satisfaction - conduct regular service reviews, provide information about our products /

to customer interactions, understand customer feedback/ pain points and work with internal teams

to develop best value solutions
- Provide any key metrics or develop materials to address customer enquiries
- Maintain knowledge of Collins organization and products to provide the appropriate information

and support to customers

Job Requirements
- 5 years technical experience including airline operations or in the aerospace industry
- Degree in a technical discipline or equivalent professional qualification (e.g., Aviation / Networks)
- Knowledge of aviation Datalink and/or ground communication networks
- Business level English and Vietnamese languages (written and spoken) due to market coverage

i.e., Vietnam
- Excellent time management skills
- Ability to deal with ambiguity
- Effective verbal and written technical communication skills
- Strong interpersonal and customer support skills
- Self-motivated and proactive

Preferred Qualifications
- CCNA/ITIL Certification
- Familiarity with BI tools, data analytics
- Proficiency in tools such as ServiceNow, Smartsheet

Collins Aerospace Diversity & Inclusion Statement:
Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas

enable us to deliver the best results for our workforce, workplace, and customers. We are committed to

fostering a culture where all employees can share their passions and ideas so we can tackle the

toughest challenges in our industry and pave new paths to limitless possibility