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Customer Success Manager - Englewood, United States - The Boeing Company
Description
Job DescriptionAt 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 Manger
(CSM) to join the Customer Success Team
Virtually. Role can be Mid-Level, Senior or Lead.
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.
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.
:
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.
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
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
This position has been identified as a virtual opportunity and will not require the selected candidate to relocate.
Employer will not sponsor applicants for employment visa status
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 multiple languages.
Typical Education & Experience:
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. This is a virtual role
Drug Free Workplace:
Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.
The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.
The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.
Level 3 Summary pay range $87,550.00-$118,450.00
Level 4 Summary pay range $108,800.00-$147,200.00
Level 5 Summary pay range $131,750.00-$178,250.00
Job Application Close date 05/17/24
Export Control Requirements:
Not an export control position
Equal Opportunity Employer:
Boeing is an Equal Opportunity Employer.
Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
Boeing is an Equal Opportunity Employer.Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
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