Customer Success Manager (Individual Contributor) (Senior or Lead)

Customer Success Manager (Individual Contributor) (Senior or Lead)

Company:

Jeppesen Sanderson Inc

The Boeing Global Services Tech Operations Services & Support organization is currently looking for a Customer Success Manager (Individual Contributor) (Senior or Lead) 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. 

Our team are currently hiring for a broad range of experience levels including Senior or Lead Customer Success Manager.

The Services & Support organization is currently looking for four Customer Success Managers. These positions will focus on supporting the Tech Operations portfolio. Our Customer Success Managers have 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):

• English language level – intermediate or higher

• Existing rights to work in Poland

This position is hybrid. This means that the selected candidate will be required to perform some work onsite at the Gdansk, Poland location. This is at the hiring team’s discretion and could potentially change in the future.

Preferred Qualifications (Education/Experience):

Senior(Level 4)

• 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

Lead(Level 5)

• 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

• Ability to align customers' business processes with product capabilities

• Ability to interface between technical and non-technical stakeholders

• Expertis