Customer Success Manager

• 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.

• 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.

• 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.

• 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.

• 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.

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