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Jeppesen Canada is looking for a Customer Success Program Manager (IC) to join our Customer Success (CS) Organization. The position will be based from our Montreal Quebec office; however, a hybrid work style is offered, allowing the candidate to work both virtually and in the office (2-3 days on-site).
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.

The team is primarily composed of two functions who work together & cross functionally to deliver value:

• The team is primarily composed of two functions who work together & cross functionally to deliver value: Customer Success Managers (CSMs) – Responsible for proactively ensuring customers achieve maximum value from our products, services and solutions, fostering strong relationships and driving long term retention & growth.
• Customer Success Experts (CSEs) – Responsible for maintaining deep knowledge about our products to support our customers when conversations need a depth of technical expertise. They work cross-functionally to develop and deliver the frameworks we use to guide our customers to success. CSEs also work closely with our Product Teams to ensure features & functionality in future releases are aligned & prioritized to customer need.

We are growing our team and adding key technology to help us scale into the future. In order to keep members of the global teams aligned & coordinated with current & future programs, we are looking for a Customer Success Program Manager.

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+ 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.

PREFERRED QUALIFICATIONS (DESIRED SKILLS/EXPERIENCE):

• Previous experience in airline operations and a solid understanding of aviation concepts.
• Fluency in multiple languages preferred but not required

QUALIFICATIONS DE BASE (COMPÉTENCES/EXPÉRIENCE REQUISES) :

• Plus de 3 ans d’expérience dans un rôle de réussite des clients dans un environnement logiciel e tant que service (Software as a Service, 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.

QUALIFICATIONS PRÉFÉRENTIELLES (COMPÉTENCES/EXPÉRIENCE SOUHAITÉES) :

• Une expérience préalable dans le domaine des opérations aériennes et une solide compréhension des concepts de l’aviation.
• La maîtrise de plusieurs langues est souhaitée mais non exigée.

• 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.
• Understanding of Customer Success Platform / Technologies, put these technologies into context of our business & determine go-forward methodologies to scale the team(s).
• 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.