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Jeppesen is seeking a highly skilled and motivated individual to join our Customer Success (CS) Organization as an Experienced Customer Success Manager(IC). All members of this team are laser focused to ensure our customers are realizing value out of our products. Everyone is customer-facing and all are measured by retention, growth, positive sentiment via NPS & positive movement in customer health scoring.

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 Operations 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 Deck Solutions: These products and services are primarily used by Pilots and Electronic Flight Bag (EFB) Administrators. Examples include EFB applications, Flight Deck Pro, EFB Tools, Navigation, and Charting solutions.

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):

• 3 or more 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.

PREFERRED QUALIFICATIONS (DESIRED SKILLS/EXPERIENCE):

• 5 or 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 sales, negotiating terms and conditions for multi-year and multi-product contracts.
• 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.

POSITION RESPONSIBILITIES:

• Keep the Customer viewpoint in the forefront of every discussion – Our customers (and what is best for them) comes first
• Understand and be able to incorporate the functions of the Customer Success Team(s) into workflows
• Excellent leadership, communication & interpersonal skills
• Demonstrated ability to manage multiple priorities & complex projects simultaneously
• Proven problem solving & decision making abilities
• Ability to influence & build relationships with stakeholders at all levels – Reporting out on progress will be vital
• Regular touchpoints with end users
• Track feature utilization
• 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, 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
• Participate in Business Review activities driven by the Customer Success Manager & 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.

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 Operations 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 Deck Solutions: These products and services are primarily used by Pilots and Electronic Flight Bag (EFB) Administrators. Examples include EFB applications, Flight Deck Pro, EFB Tools, Navigation, and Charting solutions