Position Responsibilities

• Reporting and escalating up the leadership chain to be sure we have transparency regarding all client successes and issues 
• Build strong business relationships with all key stakeholders including users and business owners 
• 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 
• 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. 
• When necessary - Participate in Quarterly Business Review activities driven by the Services Leader and Sales Director 
• Periodic reports and updates for key executives 
• Offer customer/market feedback to Boeing's offer managers, services offer managers, and product managers 
• Previous experience in airline operations and a solid understanding of aviation concepts (with proven background in client management)  
• Previous experience in a customer success role within a SaaS environment 
• Ability to align customers' business processes with product capabilities. 
• Expertise in management, negotiation, and conflict resolution. 

Basic Qualifications (Required Skills/Experience):

• 5 years of experience in a customer success role within a SaaS environment.
• Ability to align customers' business processes with product capabilities.
• Ability to interface between technical and non-technical stakeholders.
• Expertise in customer management, negotiation, and conflict resolution.
• 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.
• Experience using or applying metrics to measure performance to ensure high quality delivery.
• Ability to work across time zones with a globally dispersed team.

Preferred Qualifications (Desired Skills/Experience):

• 7 years previous experience in a customer success role 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.