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