Service Account Lead

2 weeks ago

Montréal, Canada BOEING Full time

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.

Boeing Jeppesen is seeking a **Service Account Lead**, reporting to the IT Manager, working out of the **Montreal, QC** office.

At Jeppesen we 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. We believe that our employees must be allowed to think big and have fun for us 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.

**Service Account Lead** with very strong customer relations capabilities combined with the ability and desire to learn about and work with complex products will join an international environment with a team of like-minded roles in a leading-edge expanding **Software Company**. Our Service Account Managers work within the global **IT Service Management team** which consists of service managers, system experts and service account managers, operating from multiple locations including Gothenburg, Montreal and Singapore.

**Position Responsibilities**:

- Lead all Service Management and Customer Success activities including creation of adoption plans, project schedules, deliverables, action items, and as necessary, leads the activities of a team.
- Leading the development and implementation of a plan, methodology and repeatable process for the support of products and services.
- Develop and leads product/service training and work flow analysis.
- Provide the resolution of all project issues until customer acceptance.
- Provide monthly reports to customer and internal stakeholders on the current overall customer status, metrics, issue resolution, customer escalations, risk management, and internal coordination.
- Track milestones and provide appropriate levels of project reporting, both internally and externally.
- Lead the preparation of technical and operational impact analysis for the assigned customers.
- Responsible for all internal and external communications, both internally and externally.
- Coordinate customer data deliveries with account representatives and product/service onboarding teams.
- Provide coordination of Post Implementation Services and coordination of 2nd line support for customers
- Responsible for the delivered services for the entire customer account with all the products for that particular account
- Responsible for coordinating the day-to-day incident interaction with the service manager/main technical support, related to the services the customer has signed for (SLA), acting as the ‘ambassador’ of the customer within Jeppesen.
- Responsible to identify customer needs which may result in upsell.
- Responsible to interact with many parts of the organization to understand complex situations and provide answers to the customers.

**Employer will not sponsor applicants for employment visa status.**

**Basic Qualifications (Required Skills/Experience)**:

- 7+ years of relevant work experience in roles interfacing customers in a technical environment
- 3+ years of experience working with technical teams
- Experience in leading tasks or teams
- Excellent verbal and written communications skills in English
- 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

**Preferred Qualifications (Education/Experience)**:

- Experience within airline operations
- Experience working with cross functional teams in global organization(s)
- Familiar with the Crew & Ops portfolio and products
- Abilities to communicate effectively with internal and external Senior Level stakeholders and establish good customer relations

**Typical Education and Experience**:
Education/experience typically acquired through advanced education (e.g. Bachelor) and typically 10 or more years' related work experience or an equivalent combination of education and experience (e.g. Master+8 years' related work experience, 14 years' related work experience, etc.)

**Relocation**:
**Additional Information**:
Please also submit a CV or resume written in English.

Applications for this position are accepted until 20th May 2024.

**Description du poste**
- (NOTE : Le générique masculin est utilisé sans discrimination et uniquement dans le but d’alléger le texte.)_

Boeing Jeppesen est à la recherche d’un **Responsable de Compte de Service**, relevant du Gestionnaire en TI, travaillant à partir du bureau de **Montréal,

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