Customer support manager

Customer Support Managers (CSMs) are responsible for the operational performance of the contracts in the portfolio under their control. The objective is to ensure customer satisfaction and loyalty by establishing a genuine relationship of trust while protecting the company's interests.

CSMs may work in the aircraft, engine or equipment maintenance divisions.

As such, they fully contribute to the development of Air France-KLM Engineering & Maintenance's global commercial activity.

They act as the interface between Air France's internal departments and the customer. They listen attentively to customers to identify problems, by setting up performance indicators and implementing and monitoring action plans in the event of any drift.

CSMs monitor and maintain the profitability of their contracts or business, analyses costs and revenues and make concrete proposals to improve margins, or to improve aircraft handling time during maintenance.

They also play a real role in increasing revenue by capturing and being proactive in launching new contracts.