Senior Customer Success Management Specialist
Company:
The Boeing Company
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.
Position 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
Basic Qualifications (Required Skills/Experience):
- 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
Preferred Qualifications (Desired Skills/Experience):
- 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
**Conflict of Interest: **
Successful candidates for this job must satisfy the Company's Conflict of Interest (COI) assessment process.
At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.
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.
Pay is based upon candidate experience and qualifications, as well as market and business considerations.
Summary pay range: 146,200 - 197,800
Language Requirements:
Not Applicable
Education:
Not Applicable
Relocation:
Relocation assistance is not a negotiable benefit for this position.
Export Control Requirement:
This is not an Export Control position.
Safety Sensitive:
This is not a Safety Sensitive Position.
Security Clearance:
This position does not require a Security Clearance.
Visa Sponsorship:
Employer will not sponsor applicants for employment visa status.
Contingent Upon Award Program
This position is not contingent upon program award
Shift:
Shift 1 (United States of America)
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