Senior Customer Success Management Specialist

Senior Customer Success Management Specialist

Company:

Jeppesen Sanderson Inc

The 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.

The selected candidate will be based in Dubai UAE, depends on their work eligibility.

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 vacancy is for an international, locally hired position in Dubai, UAE or Dublin, Ireland.

• Benefits and pay are determined at the local level and are not part of Boeing U.S.-based payroll, and will commensurate with experience and qualifications and in accordance with applicable local law. Employment is subject to the candidates’ ability to satisfy all labor and immigration formalities.

Language Requirements:

Not Applicable

Education:

Not Applicable

Relocation:

Relocation assistance is not a negotiable benefit for this position.

Security Clearance:

This position does not require a Security Clearance.

Visa Sponsorship:

Employer willing to sponsor applicants for employment visa status.

Contingent Upon Award Program

This position is not contingent upon program award

Shift:

Not a Shift Worker (United Arab Emirates)