Customer Success Management Lead

at  Boeing

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 Digital Aviation Solutions (DAS) is seeking a highly skilled and motivated Customer Success Management Lead to join the Customer Success Team based in Singapore. Our teams are currently hiring for a broad range of experience levels including: Mid-level, Senior and Lead Level Customer Success Management talents.
As a Customer Success Management Lead, 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

We are committed to creating an inclusive and growth-oriented environment for all our team members. Join us and discover your future with Boeing.

KEY SKILLS

• 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

BASIC QUALIFICATIONS (REQUIRED SKILLS/EXPERIENCE):

A successful candidate will have

• 3 years previous 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.

PREFERRED QUALIFICATIONS (DESIRED SKILLS/EXPERIENCE):

• 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 English & Mandarin or other Asia languages to be able to liaise effectively to different stakeholders across the region.

• 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