Customer Success Manager

Job Description

For more than 80 years, Jeppesen, a Boeing subsidiary, has made it possible for pilots and their passengers to safely and efficiently reach their destinations with cutting edge 21st century navigation and optimization solutions.

As a leader in aeronautical data, we work globally with the world’s leading airlines to create a dynamic international business environment where we make the most complex problems simple and transparent for our customers. We believe in empowering our employees to think big and speak out while having fun in order to remain one of the top companies in the industry. To get the best out of each talent, we encourage and enable our employees to continuously develop and explore.

At Jeppesen you will work with breakthrough technology, exciting customers and fantastic colleagues from around the world. Our culture is characterized by creativity, professionalism and hard work within an open and flexible work environment.

Summary:

The Customer Success Manager of Jeppesen's largest and most strategically important and complex customers maintains responsibility for developing customer relationships that promote retention and loyalty for assigned customers.

Provides customer service for the Digital Aviation portfolio, builds crucial customer relationships and acts as a trusted consultant/advisor to the customer.

Assures revenue protection, identifies new opportunities.

Responsible for protecting the core business, supporting in winning expanded business and ensuring customer voice is represented back to the enterprise.

Essential Duties:

• Accountable for being subject matter expert to assist in troubleshooting non-technical issues or inquiries, accountable engaging appropriate subject matter expert to address technical issues, encountered by customer and end-users.
• Plan, coordinate and assure the effective deployment of all enterprise-wide resources necessary to ensure the success of product/service solution implementation. Ensure the resolution of customer inquiries/issues, and develop, coordinate, and execute a customer communication plan across all levels of customers' business.
• Gauge customer level of engagement with Digital Solutions and provide feedback to other teams in order to influence product development, strategies, and roadmap improvements.
• Partner with Sales to ensure protection of existing revenue by supporting customers according to SLA, handle customer setup/onboarding, and administer charting changes/additions, verification of tail count, annual price change communication and billing set-up.
• Document all relevant customer information voice of the customer feedback, and renewal and expansion opportunities in Salesforce.
• Work across the organization to assist in providing insights and information to customer to ensure they get the most out of our products and services.

Education/Experience:

• Preferably degree in a related field of study and typically 8-10 years' related aerospace work experience or an equivalent combination of education and experience.
• Strong communication skills, both written & verbal with all levels of personnel & leadership.

This requisition is for an international, locally hired position. Candidates must be legally authorized to work in the country where the position is located. Benefits and pay are determined at the local level and are not on Boeing US-based payroll.

A new challenge for you?

Then we look forward to your application at https://jobs.boeing.com/.