Boeing Digital Aviation Solutions (DAS) is seeking a highly skilled and motivated Regional Manager -
Customer Success Management to lead and build our Regional Customer Success Team. This role will be
based in Singapore. This role will have regional accountability for the activities of the team, liaising with
Sales, Services and other internal functions to ensure Boeing’s customers are maximizing their outcomes
with our products.
Boeing’s Customer Success Team plays 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, but directly aligned with 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 Operation 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.
Position Responsibilities:
- Managing the regional day-to-day activities with the CSM team
- Hiring & motivating a strong, cohesive team that has a ‘Customer first’ mindset
- Reporting & escalating up the leadership chain to be sure we have transparency with regard to all client successes & 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
- Understand and help the team mitigate churn and drive recurring revenue growth
- Foster internal partnerships with Go to Market team (e.g. Sales Directors, Technical Sellers, Services Leads, Premium Support, and Solution Consultants) for assigned accounts.
- When necessary - Participate in QBR activities driven by the Services Leader & Sales Director
- Periodic reports and updates for key executives
- Offer customer/market feedback to Boeing's offer managers, services offer managers, and product managers
Key Skills
- Empathetic, customer-first mindset - Be a rabid advocate for Boeing’s clients
- 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.
Basic Qualifications (Required Skills/Experience):
- A Bachelor’s degree or higher is required as a BASIC QUALIFICATION
- Previous experience in a customer success role within a SaaS environment
- Proven track record of hiring/building/growing teams
- A successful candidate will have
- Ability to align customers' business processes with product capabilities.
- Expertise in management, negotiation, and conflict resolution.
- Superior written and verbal communication skills, with the ability to tailor messages to messages to end-users and executives.
Preferred Qualifications (Desired Skills/Experience):
- Previous experience in airline operations and a solid understanding of aviation concepts (with proven background in client management)
- Experience with Customer Success philosophy/goals
- Experience with Customer Success platforms – Using technology to more effectively manage client communications, etc.
- 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.
Other job-related information
- Benefits and pay are determined in line with Singapore labor market practices. This is not an expat assignment.
