Job Description
At 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.
Overview
Boeing is the world's largest aerospace company and a leading provider of commercial airplanes, defense, space, and security systems, and global services. Building on a legacy of over a century of innovation and leadership, Boeing continues to lead the way in technology and innovation, customer delivery, and investment in its people and future growth of aerospace.
In India, Boeing has been a strong partner to the Indian aerospace and defense sectors for more than 75 years. People at Boeing have been supporting mission readiness and modernization of India's defense forces, and enabling connected, safer, and smarter flying experiences, in the sky, in the seas, and in space.
Technology for today and tomorrow
The Boeing India Engineering & Technology Center (BIETC) is a 3000+ diverse engineering workforce that contributes to global aerospace growth. Our engineers deliver cutting-edge R&D, innovation, and high-quality engineering work in global markets, and leverage new-age technologies such as AI/ML, IIoT, Cloud, Model-Based Engineering, and Additive Manufacturing, shaping the future of aerospace.
People-driven culture
At Boeing, we believe creativity and innovation thrives when every employee is trusted, empowered, and has the flexibility to choose, grow, learn, and explore. We offer variable arrangements depending upon business and customer needs, and professional pursuits that offer greater flexibility in the way our people work. We also believe that collaboration, frequent team engagements, and face-to-face meetings bring diverse perspectives and thoughts enabling every voice to be heard and every perspective to be respected. No matter where or how our teammates work, we are committed to positively shaping people's careers and being thoughtful about employee wellbeing.
At Boeing, we are
inclusive, diverse, and transformative.
With us, you can create and contribute to what matters most in your career, community, country, and world. Join us in powering the progress of global aerospace.
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.
You will be working across Digital Aviation Solutions (DAS) product offerings, which include:
- 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.
- Flight Operations: 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.
This position will be located at Delhi OR Bangalore , India.
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 is hybrid. This means that the selected candidate will be required to perform some work onsite at one of the listed location options. This is at the hiring team's discretion and could potentially change in the future.
Employer will not sponsor applicants for employment visa status.
Basic Qualifications (Required Skills/Experience):
- A Bachelor's degree or higher is required as a BASIC QUALIFICATION
- 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 8 or more years related work experience or an equivalent combination of technical education and experience (e.g. PhD, Master+7 years related work experience, 10 years related work experience, etc.
Level 4 Education/experience typically acquired through advanced technical education (e.g. Bachelor) and typically 12 or more years related work experience or an equivalent combination of technical education and experience (e.g. PhD+11 years related work experience, Master+11 years related work experience, 14 years related work experience, etc.)
Level 5 Education/experience typically acquired through advanced technical education (e.g. Bachelor) and typically 16 or more years related work experience or an equivalent combination of technical education and experience (e.g. PhD+14 years related work experience, Master+15 years related work experience, 18 years related work experience, etc.)
Relocation:
This position does offer relocation within INDIA.
Equal Opportunity Employer:
We are an equal opportunity employer. We do not accept unlawful discrimination in our recruitment or employment practices on any grounds including but not limited to; race, color, ethnicity, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military and veteran status, or other characteristics covered by applicable law.
We have teams in more than 65 countries, and each person plays a role in helping us become one of the world's most innovative, diverse and inclusive companies. We are proud members of the Valuable 500 and welcome applications from candidates with disabilities. Applicants are encouraged to share with our recruitment team any accommodations required during the recruitment process. Accommodations may include but are not limited to: conducting interviews in accessible locations that accommodate mobility needs, encouraging candidates to bring and use any existing assistive technology such as screen readers and offering flexible interview formats such as virtual or phone interviews.
