Company:
Jeppesen Sanderson IncThe Boeing Global Services Tech Operations Services & Support organization is currently looking for a Senior Customer Success Management Specialist to join our team. Our mission is to continuously innovate and deliver an integrated digital experience for the aviation industry that delights customers and improves operational safety and efficiency.
This position will focus on supporting the Tech Operations portfolio. Our Customer Success Management Specialist has the critical responsibility of ensuring we deliver a first-class experience when deploying our solutions to customers, starting at contract signature through go-live success.
A successful candidate will understand the importance of collaboration as this position will require working directly with both the Product Management Team, Sales, Software Development, Delivery Services and our international customer base.
Position Responsibilities
- Reporting and escalating up the leadership chain to be sure we have transparency regarding all client successes and issues
- Build strong business relationships with all key stakeholders including users and business owners
- Assist the team in measuring customer value by correlating adoption metrics with customer KPIs
- Maintain a 360-degree view of overall customer health, ongoing engagements, and issues.
- Understand and help the team mitigate churn and drive recurring revenue growth
- Foster internal partnerships with Go to Market team (e.g. Sales Directors, Solution Architects, Services Leads, Field Service Representatives, Engagement Managers and Solution Consultants) for assigned accounts.
- When necessary - Participate in Quarterly Business Review activities driven by the Services Leader and Sales Director
- Periodic reports and updates for key executives
- Offer customer/market feedback to Boeing's offer managers, services offer managers, and product managers
- Previous experience in airline operations and a solid understanding of aviation concepts (with proven background in client management)
- Previous experience in a customer success role within a SaaS environment
- Ability to align customers' business processes with product capabilities.
- Expertise in management, negotiation, and conflict resolution.
Basic Qualifications (Required Skills/Experience):
- 5 years of experience in a customer success role within a SaaS environment.
- Ability to align customers' business processes with product capabilities.
- Ability to interface between technical and non-technical stakeholders.
- Expertise in customer management, negotiation, and conflict resolution.
- Exceptional communication, presentation and relationship-building skills along with a deep commitment to driving an exceptional customer experience and ability to tailor messages to end-users and executives.
- Experience using or applying metrics to measure performance to ensure high quality delivery.
- Ability to work across time zones with a globally dispersed team.
Preferred Qualifications (Desired Skills/Experience):
- 7 years previous experience in a customer success role within a SaaS environment.
- Previous experience in airline maintenance operations and a solid understanding of aviation concepts.
- Previous experience in international business and/or multi-cultural environments.
- Fluency in multiple languages.
Typical Education & Experience:
Education/experience typically acquired through advanced education (e.g. Bachelor) and typically 6 or more years' related work experience or an equivalent combination of education and experience (e.g. Master+4 years' related work experience, 10 years' related work experience, etc.).
Relocation:
This position does not offer relocation. Candidates must live in the immediate area or relocate at their own expense.
Other Job-related Information:
This position is a hybrid position. This is at the hiring team’s discretion and could potentially change in the future.
This requisition is for a locally hired position. Benefits and pay are determined at the local level and are not on Boeing US-based payroll.
Language Requirements:
Not ApplicableEducation:
Not ApplicableRelocation:
Relocation assistance is not a negotiable benefit for this position.Security Clearance:
This position does not require a Security Clearance.Visa Sponsorship:
Employer will not sponsor applicants for employment visa status.Contingent Upon Award Program
This position is not contingent upon program awardShift:
Not a Shift Worker (Singapore)
