Experienced Customer Success Manager(IC)
Experienced Customer Success Manager(IC)
Company:
Jeppesen Sanderson Inc
Jeppesen is seeking a highly skilled and motivated individual to join our Customer Success (CS) Organization as an Experienced Customer Success Manager(IC) in a Virtual role. All members of this team are laser focused to ensure our customers are realizing value out of our products. Everyone is customer-facing and all are measured by retention, growth, positive sentiment via NPS & positive movement in customer health scoring.
The team is primarily composed of two functions who work together & cross functionally to deliver value:
The team is primarily composed of two functions who work together & cross functionally to deliver value: Customer Success Managers (CSMs) – Responsible for proactively ensuring customers achieve maximum value from our products, services and solutions, fostering strong relationships and driving long term retention & growth
Customer Success Experts (CSEs) – Responsible for maintaining deep knowledge about our products to support our customers when conversations need a depth of technical expertise. They work cross-functionally to develop and deliver the frameworks we use to guide our customers to success. CSEs also work closely with our Product Teams to ensure features & functionality in future releases are aligned & prioritized to customer need
We are growing our team and adding key technology to help us scale into the future. In order to keep members of the global teams aligned & coordinated with current & future programs, we are looking for a Customer Success Manager.
We are committed to creating an inclusive and growth-oriented environment for all our team members. Join us and discover your future with Boeing.
As a Customer Success Manager, you will play a crucial role in driving adoption, identifying expansion opportunities, and ensuring renewal for our Commercial Airline customers within Digital Aviation Services.
You will be working across Digital Aviation Solutions (DAS) product offerings, which include:
Flight Operations Solutions: These products and services span across an Airlines Operation Control Center (OCC) and include Crew Scheduling, Flight Planning, Crew Tracking, and Operations Control.
Flight Deck Solutions: These products and services are primarily used by Pilots and Electronic Flight Bag (EFB) Administrators. Examples include EFB applications, Flight Deck Pro, EFB Tools, Navigation, and Charting solutions.
We are committed to creating an inclusive and growth-oriented environment for all our team members. Join us and discover your future with Boeing.
Position Responsibilities:
Keep the Customer viewpoint in the forefront of every discussion – Our customers (and what is best for them) comes first
Understand and be able to incorporate the functions of the Customer Success Team(s) into workflows
Excellent leadership, communication & interpersonal skills
Demonstrated ability to manage multiple priorities & complex projects simultaneously
Proven problem solving & decision making abilities
Ability to influence & build relationships with stakeholders at all levels – Reporting out on progress will be vital
Regular touchpoints with end users
Track feature utilization
Build strong business relationships with all key stakeholders including users and business owners.
Create a comprehensive Adoption Plan aligned with industry best practices tailored to the specific solution purchased, customer KPIs, identified value drivers, metrics to be tracked, and inputs for Customer Health Score.
Measure customer value by correlating adoption metrics with customer KPIs.
Mitigate churn and drive recurring revenue growth.
Maintain a 360-degree view of overall customer health, ongoing engagements, and issues.
Foster internal partnerships with Go to Market team (e.g. Sales Directors, Technical Sellers, Premium Support, and Solution Consultants) for assigned accounts.
Foster & drive client communications - Develop tailored, regular communication plans for assigned customers that includes.
Regular touchpoints with end users
Track feature utilization
Participate in Business Review activities driven by the Customer Success Manager & Sales Director.
Periodic reports and updates for key executives
Proactively identify & conduct expansion plays (Cross Sell, Upsell) that will provide additional value to assigned customers, referring & collaborating with sales on complex leads.
Participate in Renewal plays.
Offer customer/market feedback to Boeing's offer managers, services offer managers, and product managers.
Key Skills:
Relationship Management: Builds strong relationships with both end user communities and economic buying centers they represent.
Communications: Demonstrates executive-level communication, consultation, and presentation skills.
Results Oriented: Relentless in ensuring the customer fully adopts the DAS solution and achieves their desired business outcome.
Issue Management: Proactively identifies, escalates, and resolves issues in a way that builds customer trust over time.
Team Player: Works closely with other customer-facing roles to ensure customer satisfaction and positive DAS relationship.
Basic Qualifications (Required Skills/Experience):
3+ years of experience in a customer success role within a SaaS environment
Ability to align customers' business processes with product capabilities.
Expertise in customer management, negotiation, and conflict resolution.
Strong written and verbal communication skills, with the ability to tailor messages to end-users and executives.
Preferred Qualifications (Desired Skills/Experience):
5 -7 years previous experience in a customer success role within a SaaS environment.
Previous experience in airline operations and a solid understanding of aviation concepts.
Previous experience in an Airline OCC, Maintenance, and/or Flight Operations environments.
Experience with TSIA concepts and best practices.
Experience applying adoption and renewal methodologies to optimize the customer engagement model.
Previous experience in international business and/or multi-cultural environments.
Fluency in Spanish.
Drug Free Workplace:
Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.
Pay & Benefits:
At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.
The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.
The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.
Pay is based upon candidate experience and qualifications, as well as market and business considerations.
Summary Pay Range: $108,800.00- $147,200.00
Language Requirements:
Not Applicable
Education:
Not Applicable
Relocation:
Relocation assistance is not a negotiable benefit for this position.
Export Control Requirement:
This is not an Export Control position.
Safety Sensitive:
This is not a Safety Sensitive 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 award
Shift:
Shift 1 (United States of America)
Stay safe from recruitment fraud! The only way to apply for a position at Boeing is via our Careers website. Learn how to protect yourself from recruitment fraud - Recruitment Fraud Warning
Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
Boeing Participates in E – Verify
Right to Work Statement
About the job
Apply for this position
Experienced Customer Success Manager(IC)
Experienced Customer Success Manager(IC)
Company:
Jeppesen Sanderson Inc
Jeppesen is seeking a highly skilled and motivated individual to join our Customer Success (CS) Organization as an Experienced Customer Success Manager(IC) in a Virtual role. All members of this team are laser focused to ensure our customers are realizing value out of our products. Everyone is customer-facing and all are measured by retention, growth, positive sentiment via NPS & positive movement in customer health scoring.
The team is primarily composed of two functions who work together & cross functionally to deliver value:
The team is primarily composed of two functions who work together & cross functionally to deliver value: Customer Success Managers (CSMs) – Responsible for proactively ensuring customers achieve maximum value from our products, services and solutions, fostering strong relationships and driving long term retention & growth
Customer Success Experts (CSEs) – Responsible for maintaining deep knowledge about our products to support our customers when conversations need a depth of technical expertise. They work cross-functionally to develop and deliver the frameworks we use to guide our customers to success. CSEs also work closely with our Product Teams to ensure features & functionality in future releases are aligned & prioritized to customer need
We are growing our team and adding key technology to help us scale into the future. In order to keep members of the global teams aligned & coordinated with current & future programs, we are looking for a Customer Success Manager.
We are committed to creating an inclusive and growth-oriented environment for all our team members. Join us and discover your future with Boeing.
As a Customer Success Manager, you will play a crucial role in driving adoption, identifying expansion opportunities, and ensuring renewal for our Commercial Airline customers within Digital Aviation Services.
You will be working across Digital Aviation Solutions (DAS) product offerings, which include:
Flight Operations Solutions: These products and services span across an Airlines Operation Control Center (OCC) and include Crew Scheduling, Flight Planning, Crew Tracking, and Operations Control.
Flight Deck Solutions: These products and services are primarily used by Pilots and Electronic Flight Bag (EFB) Administrators. Examples include EFB applications, Flight Deck Pro, EFB Tools, Navigation, and Charting solutions.
We are committed to creating an inclusive and growth-oriented environment for all our team members. Join us and discover your future with Boeing.
Position Responsibilities:
Keep the Customer viewpoint in the forefront of every discussion – Our customers (and what is best for them) comes first
Understand and be able to incorporate the functions of the Customer Success Team(s) into workflows
Excellent leadership, communication & interpersonal skills
Demonstrated ability to manage multiple priorities & complex projects simultaneously
Proven problem solving & decision making abilities
Ability to influence & build relationships with stakeholders at all levels – Reporting out on progress will be vital
Regular touchpoints with end users
Track feature utilization
Build strong business relationships with all key stakeholders including users and business owners.
Create a comprehensive Adoption Plan aligned with industry best practices tailored to the specific solution purchased, customer KPIs, identified value drivers, metrics to be tracked, and inputs for Customer Health Score.
Measure customer value by correlating adoption metrics with customer KPIs.
Mitigate churn and drive recurring revenue growth.
Maintain a 360-degree view of overall customer health, ongoing engagements, and issues.
Foster internal partnerships with Go to Market team (e.g. Sales Directors, Technical Sellers, Premium Support, and Solution Consultants) for assigned accounts.
Foster & drive client communications - Develop tailored, regular communication plans for assigned customers that includes.
Regular touchpoints with end users
Track feature utilization
Participate in Business Review activities driven by the Customer Success Manager & Sales Director.
Periodic reports and updates for key executives
Proactively identify & conduct expansion plays (Cross Sell, Upsell) that will provide additional value to assigned customers, referring & collaborating with sales on complex leads.
Participate in Renewal plays.
Offer customer/market feedback to Boeing's offer managers, services offer managers, and product managers.
Key Skills:
Relationship Management: Builds strong relationships with both end user communities and economic buying centers they represent.
Communications: Demonstrates executive-level communication, consultation, and presentation skills.
Results Oriented: Relentless in ensuring the customer fully adopts the DAS solution and achieves their desired business outcome.
Issue Management: Proactively identifies, escalates, and resolves issues in a way that builds customer trust over time.
Team Player: Works closely with other customer-facing roles to ensure customer satisfaction and positive DAS relationship.
Basic Qualifications (Required Skills/Experience):
3+ years of experience in a customer success role within a SaaS environment
Ability to align customers' business processes with product capabilities.
Expertise in customer management, negotiation, and conflict resolution.
Strong written and verbal communication skills, with the ability to tailor messages to end-users and executives.
Preferred Qualifications (Desired Skills/Experience):
5 -7 years previous experience in a customer success role within a SaaS environment.
Previous experience in airline operations and a solid understanding of aviation concepts.
Previous experience in an Airline OCC, Maintenance, and/or Flight Operations environments.
Experience with TSIA concepts and best practices.
Experience applying adoption and renewal methodologies to optimize the customer engagement model.
Previous experience in international business and/or multi-cultural environments.
Fluency in Spanish.
Drug Free Workplace:
Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.
Pay & Benefits:
At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.
The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.
The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.
Pay is based upon candidate experience and qualifications, as well as market and business considerations.
Summary Pay Range: $108,800.00- $147,200.00
Language Requirements:
Not Applicable
Education:
Not Applicable
Relocation:
Relocation assistance is not a negotiable benefit for this position.
Export Control Requirement:
This is not an Export Control position.
Safety Sensitive:
This is not a Safety Sensitive 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 award
Shift:
Shift 1 (United States of America)
Stay safe from recruitment fraud! The only way to apply for a position at Boeing is via our Careers website. Learn how to protect yourself from recruitment fraud - Recruitment Fraud Warning
Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
Boeing Participates in E – Verify
Right to Work Statement