Service Account Lead

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Boeing Digital Aviation Solutions (DAS),Jeppesen is seeking a Service Account Lead , reporting to the IT Manager, working out of the Englewood CO or Sunnyvale CA office .

At Jeppesen, Boeing Digital Aviation Solutions (DAS) we work with breakthrough technology, exciting customers and fantastic colleagues from around the world. Our culture is characterized by creativity, professionalism and hard work within an open and flexible work environment. We believe that our employees must be allowed to think big and have fun for us to remain one of the top companies in the industry. To get the best out of each talent, we encourage and enable our employees to continuously develop and explore.

Service Account Lead with very strong customer relations capabilities combined with the ability and desire to learn about and work with complex products will join an international environment with a team of like-minded roles in a leading-edge expanding Software Company . Our Service Account Managers work within the global IT Service Management team which consists of service managers, system experts and service account managers, operating from multiple locations including Gothenburg, Montreal and Singapore.

This position will be a Customer Facing role and will be the primary customer point of contact supporting the Crew &amp Ops portfolio. The ideal candidate will coordinate all issues through a collaborative mindset with all stakeholders to include organizations such as Portfolio Management, Software Development, Implementation, Finance, Quality, Solutions Consulting, and other Service Management partners.

Position Responsibilities:

• Lead all Service Management and Customer Success activities including creation of adoption plans, project schedules, deliverables, action items, and as necessary, leads the activities of a team.

• Leading the development and implementation of a plan, methodology and repeatable process for the support of products and services.

• Develop and leads product/service training and work flow analysis.

• Provide the resolution of all project issues until customer acceptance.

• Provide monthly reports to customer and internal stakeholders on the current overall customer status, metrics, issue resolution, customer escalations, risk management, and internal coordination.

• Track milestones and provide appropriate levels of project reporting, both internally and externally.

• Lead the preparation of technical and operational impact analysis for the assigned customers.

• Responsible for all internal and external communications, both internally and externally.

• Coordinate customer data deliveries with account representatives and product/service onboarding teams.

• Provide coordination of Post Implementation Services and coordination of 2nd line support for customers

• Responsible for the delivered services for the entire customer account with all the products for that particular account

• Responsible for coordinating the day-to-day incident interaction with the service manager/main technical support, related to the services the customer has signed for (SLA), acting as the ‘ambassador’ of the customer within Jeppesen.

• Responsible to identify customer needs which may result in upsell.

• Responsible to interact with many parts of the organization to understand complex situations and provide answers to the customers.

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):

• 7+ years of relevant work experience in roles interfacing customers in a technical environment

• 3+ years of experience working with technical teams

• Experience in leading tasks or teams

• Bachelor’s degree or higher

Preferred Qualifications (Education/Experience):

• Experience within airline operations

• Experience working with cross functional teams in global organization(s)

• Familiar with the Crew &amp Ops portfolio and products

• Abilities to communicate effectively with internal and external Senior Level stakeholders and establish good customer relations

Typical Education and Experience:

Education/experience typically acquired through advanced education (e.g. Bachelor) and typically 10 or more years related work experience or an equivalent combination of education and experience (e.g. Master+8 years related work experience, 14 years related work experience, etc.) But not required

Relocation:

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

Drug Free Workplace:

Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.

“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: $111,350.00-$150,650.00

Applications for this position will be accepted until May 11, 2024

Equal Opportunity Employer:

Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.