Senior Customer Success Management Specialist
About The Position
The Boeing Global Services (BGS) Digital Services organization is currently looking for a Senior Customer Success Management Specialist (Level 5) to join our team in Chicago, IL. Our mission is to continuously innovate and deliver an integrated digital experience for the aviation industry that delights customers and improves operational safety and efficiency. The Customer Experience organization is currently looking for four Senior Customer Success Management Specialist. These positions will focus on supporting the Technical Operations and Airplane Integration lines of business. Our Customer Success Management Specialists have the critical responsibility of ensuring we deliver a first-class experience when deploying our solutions to customers, starting at adoption, expansion and renewal. The successful candidate will understand the importance of collaboration as this position will require working directly with the Product Management Team, Sales and Account Directors, Software Development, Delivery Services and our international customer base.
Requirements
- 5+ years' experience in a customer-facing role
- Excellent verbal and written communication skills, with ability to work with both technical and non-technical stakeholders
- Experience using or applying metrics to measure quality of service delivery
- 5+ years’ experience interacting with business partners in resolving problems, providing a high-level of customer service
- Experience with dispersed geographically spread teams across time zones
Nice To Haves
- 7+ years’ experience in a customer success role
- Experience within a SaaS environment
- Previous experience in airline maintenance operations and a solid understanding of aviation concepts
- Previous experience in international business and/or multi-cultural environments
- Fluency in multiple languages
- Bachelors or higher
Responsibilities
- Build strong business relationships with all key stakeholders including customers and the business owners
- Foster internal partnerships with Go to Market team (e.g. Sales Directors, Solution Architects, Services Leads, Field Service Representatives, Engagement Managers and Solution Consultants) for assigned accounts.
- Reporting and escalating up the leadership chain to be sure we have transparency regarding all client successes and issues
- Assist the team in measuring customer value by correlating adoption metrics with customer KPIs
- Maintain a 360-degree view of overall customer health, ongoing engagements, and issues
- Understand and help the team mitigate churn and drive recurring revenue growth
- Exceptional communication, presentation and relationship-building skills along with a deep commitment to driving an exceptional customer experience and ability to tailor messages to end-users and executives
- Lead Business Review activities in partnership with the Services Leader and Account / Sales Director
- Periodic reports and updates for key executives
- Offer customer/market feedback to Boeing's offer managers, services offer managers, and product managers
- Align customers' business processes with product capabilities
- Management, negotiation, and conflict resolution
Benefits
- competitive base pay and variable compensation opportunities
- health insurance
- flexible spending accounts
- health savings accounts
- retirement savings plans
- life and disability insurance programs
- programs that provide for both paid and unpaid time away from work
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
