Senior Customer Success Manager (Individual Contributor) - Tokyo, Japan

Company:

The Boeing Global Services (BGS) Digital Services organization is currently looking for a Senior Customer Success Manager (Individual Contributor) to join our team in Tokyo, Japan.  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 Managers. These positions will focus on supporting the Technical Operations and Airplane Integration lines of business.   Our Customer Success Managers 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 
• 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 of experience in a customer success role
• Ability to align customers' business processes with product capabilities
• Ability to interface between technical and non-technical stakeholders, internal and external
• 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
• Excels in Professionalism and Partnerships
• 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
• Bachelors or Masters preferred

Relocation:

Relocation assistance is NOT a negotiable benefit for this position. Candidates must live in the immediate area or relocate at their own expense.

Employer is NOT willing to sponsor applicants for employment visa status.

Other Job-related Information:

This position is a hybrid position. The selected candidate will be required to work onsite and virtual (with some flexibility/ 4 days/week commute required) at the listed location site. (Tokyo, Japan)

This requisition is for a locally hired position. Candidates must be legally authorized to work in the country where the position is located. Benefits and pay are determined at the local level and are not on Boeing US-based payroll.

Language Requirements:

Education:

Relocation:

Security Clearance:

Visa Sponsorship:

Contingent Upon Award Program

Shift: