Mid-Level, Senior or Lead Customer Success Manger
3 weeks ago
At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We're committed to fostering an environment for every teammate that's welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.
Jeppesen Canada is seeking a highly skilled and motivated Mid-Level, Senior or Lead Customer Success Manger (CSM) to join our Customer Success Team .
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 Deck 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 Operations : These products and services are primarily used by Pilots and Electronic Flight Bag (EFB) Administrators. Examples include EFB applications, EFB Tools, Navigation, and Charting solutions.
- Tech Operations: These products and services are used across an Airlines Maintenance Department. Examples include Asset Management System, Engine Fleet Planning and Costing, and Records Management.
Position Responsibilities:
- 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, Services Leads, 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 QBR activities driven by the Services Leader & 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.
- 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.
Employer will not sponsor applicants for employment visa status.
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.
- Must be legally able to work in Canada.
- Individual must not pose a risk for safeguarding of controlled goods.
- Must be eligible to handle US export-controlled data.
- 5 years previous experience in a customer success role within a SaaS environment.
- 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 multiple languages.
Level 3: Education/experience typically acquired through advanced technical education (e.g. Bachelor) and typically 5 or more years' related work experience or an equivalent combination of technical education and experience (e.g. PhD, Master+3 years' related work experience, 9 years' related work experience, etc.).
Level 4: Education/experience typically acquired through advanced technical education (e.g. Bachelor) and typically 9 or more years' related work experience or an equivalent combination of technical education and experience (e.g. PhD+4 years' related work experience, Master+7 years' related work experience, 13 years' related work experience, etc.).
Level 5: Education/experience typically acquired through advanced technical education (e.g. Bachelor) and typically 14 or more years' related work experience or an equivalent combination of technical education and experience (e.g. PhD+9 years' related work experience, Master+12 years' related work experience, 18 years' related work experience, etc.).
Relocation:
Relocation assistance is not a negotiable benefit for this position. Candidates must live in the immediate area or relocate at their own expense.
Additional Information:
This requisition is for a locally hired position in Canada. The employer is Boeing Canada. Candidates must be legally authorized to work in Canada. Benefits and pay are determined by Canada and are not on Boeing US-based payroll. This is not an expatriate assignment.
Please also submit a CV or resume written in English.
(NOTE : Le générique masculin est utilisé sans discrimination et uniquement dans le but d'alléger le texte.)
Jeppesen Canada est à la recherche d'un Gestionnaire du succès client de niveau intermédiaire, supérieur ou principal (GSC) hautement qualifié et motivé pour se joindre à notre équipe du succès client .
En tant que gestionnaire du succès client, vous jouerez un rôle crucial en favorisant l'adoption, en identifiant les occasions d'expansion et en assurant le renouvellement de nos clients de nos compagnies aériennes commerciales dans le cadre des Services d'aviation numérique (SAN).
Vous travaillerez sur les offres de produits des Services d'aviation numérique (SAN), qui comprennent :
- Solutions pour le poste de pilotage : Ces produits et services couvrent l'ensemble du centre de contrôle des opérations (CCO) d'une compagnie aérienne et comprennent la planification des équipages, la planification des vols, le suivi des équipages et le contrôle des opérations.
- Opérations de pilotage : Ces produits et services sont principalement utilisés par les pilotes et les administrateurs de sacoche de vol électroniques (SVE). Les exemples incluent les applications SVE, les outils SVE, la navigation et les solutions de cartes de navigation.
- Opérations technologiques : Ces produits et services sont utilisés dans le département de maintenance d'une compagnie aérienne. Les exemples incluent le système de gestion des actifs, la planification et l'évaluation des coûts de la flotte de moteurs, et la gestion des dossiers.
Responsabilités du poste :
- Établir des relations commerciales solides avec toutes les parties prenantes clés, y compris les utilisateurs et les propriétaires d'entreprise.
- Créer un plan d'adoption complet aligné sur les meilleures pratiques du secteur, adapté à la solution spécifique achetée, aux indicateurs clés de performance du client, aux facteurs de valeur identifiés, aux mesures à suivre et aux données pour l'évaluation du score de santé client (Customer Health Score).
- Mesurer la valeur pour le client en corrélant les mesures d'adoption avec les indicateurs clés de performance du client.
- Réduire le taux de désengagement et favoriser la croissance des revenus récurrents.
- Maintenir une vision à 360 degrés de la santé globale du client, des engagements en cours et des problèmes.
- Favoriser les partenariats internes avec l'équipe Go to Market (par exemple, les directeurs des ventes, les vendeurs techniques, les responsables des services, le support premium et les consultants en solutions) pour les comptes attribués.
- Favoriser et piloter la communication avec les clients - Développer des plans de communication personnalisés et réguliers pour les clients assignés, incluant :
- Points de contact réguliers avec les utilisateurs finaux
- Suivi de l'utilisation des fonctionnalités
- Participer aux évaluations trimestrielles des activités menées par le responsable des services et le directeur des ventes.
- Rapports et mises à jour périodiques pour les principaux dirigeants
- Identifier et mener de manière proactive des actions d'expansion (vente croisée, montée en gamme) qui apporteront une valeur ajoutée aux clients assignés, en référant et en collaborant avec les ventes sur des pistes complexes.
- Participer aux jeux de renouvellement.
- Fournir un retour d'information sur les clients et le marché aux responsables de l'offre de Boeing, aux responsables de l'offre de services et aux responsables de produits.
- Gestion des relations : Établir des relations solides avec les communautés d'utilisateurs finaux et les centres d'achat économiques qu'ils représentent.
- Communications : Faire preuve de compétences en matière de communication, de consultation et de présentation au niveau de la direction.
- Orienté vers les résultats : S'assurer sans relâche que le client adopte pleinement la solution DAS (Distributed Antenna System) et atteint les résultats commerciaux souhaités.
- Gestion des problèmes : Identifie, remonte et résout les problèmes de manière proactive afin de renforcer la confiance des clients au fil du temps.
- Joueur d'équipe : Travailler en étroite collaboration avec d'autres fonctions en contact avec la clientèle afin de garantir la satisfaction du client et une relation positive avec le DAS.
L'employeur ne parrainera pas les candidats pour obtenir un statut de visa d'emploi.
Qualifications de base (compétences/expérience requises):
- 3+ ans d'expérience dans un rôle de succès client dans un environnement SaaS
- Capacité à aligner les processus opérationnels des clients sur les capacités des produits.
- Expertise dans la gestion de la clientèle, la négociation et la résolution des conflits.
- Solides compétences en matière de communication écrite et orale, avec la capacité d'adapter les messages aux utilisateurs finaux et aux cadres.
- Doit être légalement autorisé(e) à travailler au Canada.
- L'individu ne doit pas représenter un risque pour la sécurité des biens contrôlés.
- Doit être éligible à manipuler des données contrôlées pour l'exportation vers les États-Unis.
- 5 ans d'expérience dans un rôle de succès client dans un environnement SaaS.
- 7 ans d'expérience dans un rôle de succès client dans un environnement SaaS.
- Une expérience préalable dans les opérations aériennes et une solide compréhension des concepts de l'aviation.
- Expérience préalable dans un environnement de centre de contrôle des opérations, maintenance et/ou opérations aériennes d'une compagnie aérienne.
- Expérience des concepts et des meilleures pratiques de la TSIA (Technology Services Industry Association).
- Expérience de l'application de méthodologies d'adoption et de renouvellement pour optimiser le modèle d'engagement des clients.
- Expérience préalable dans le domaine des affaires internationales et/ou des environnements multiculturels.
- Parler couramment plusieurs langues.
Niveau 3 : Formation/expérience généralement acquise au terme d'une formation technique supérieure (baccalauréat, par exemple) et généralement 5 ans ou plus d'expérience professionnelle pertinente ou une combinaison équivalente de formation et d'expérience technique (par exemple, Ph.D., une maîtrise + 3 ans d'expérience professionnelle pertinente, 9 ans d'expérience professionnelle dans le domaine concerné, etc.).
Niveau 4 : Formation / expérience généralement acquise au terme d'une formation technique supérieure (baccalauréat, par exemple) et généralement 9 années ou plus d'expérience professionnelle pertinente ou une combinaison équivalente de formation technique et d'expérience (doctorat + 4 années d'expérience professionnelle pertinente, maîtrise + 7 années d'expérience professionnelle pertinente, 13 années d'expérience professionnelle pertinente, etc.)
Niveau 5 : Formation/expérience généralement acquise par le biais d'une formation technique avancée (par exemple, baccalauréat) et généralement 14 années ou plus d'expérience professionnelle connexe ou une combinaison équivalente de formation technique et d'expérience (par exemple, doctorat + 9 années d'expérience professionnelle connexe, maîtrise + 12 années d'expérience professionnelle connexe, 18 années d'expérience professionnelle connexe, etc.).
Déménagement:
L'aide au déménagement n'est pas un avantage négociable pour ce poste. Les candidats doivent habiter dans la région immédiate ou déménager à leurs frais.
Informations supplémentaires:
Cette demande concerne un poste à recrutement local au Canada. L'employeur est Boeing Canada. Les candidats doivent être légalement autorisés à travailler au Canada. Les avantages sociaux et la rémunération sont déterminés par le Canada et ne font pas partie de la masse salariale de Boeing aux États-Unis. Il ne s'agit pas d'une mission d'expatriation.
Veuillez également soumettre un CV rédigé en anglais.
Equal Opportunity Employer:
We are an equal opportunity employer. We do not accept unlawful discrimination in our recruitment or employment practices on any grounds including but not limited to; race, color, ethnicity, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military and veteran status, or other characteristics covered by applicable law.
We have teams in more than 65 countries, and each person plays a role in helping us become one of the world's most innovative, diverse and inclusive companies. We are proud members of the Valuable 500 and welcome applications from candidates with disabilities. Applicants are encouraged to share with our recruitment team any accommodations required during the recruitment process. Accommodations may include but are not limited to: conducting interviews in accessible locations that accommodate mobility needs, encouraging candidates to bring and use any existing assistive technology such as screen readers and offering flexible interview formats such as virtual or phone interviews.
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