Senior Leader Customer Success Operations

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.
Boeing Jeppesen is currently looking for a Senior Leader to lead the Customer Success Operations team in Gothenburg, Sweden supporting the global Customer Success organization and Airlines all over the world.
In this role you will be responsible for Customer Success tools and processes, initially focusing on Adoption Frameworks/Playbooks and the establishment of a Customer Success platform. You will be responsible for hiring a Customer Success Operations team and for tightly collaborating with supporting and sister organizations such as Sales Ops, Product Marketing, Service Design, Portfolio Management, Usage Analytics, Finance, IT, etc. to achieve these goals.
A successful candidate has extensive experience in establishing Customer Success tools and process for highly complex and configured B2B solution. Is a proven leader with a track record of building teams and driving change within a complex organization, with a passion for Customer value.
Position Responsibilities:
Hire and led a global Customer Success Operations team
Establish and operate Customer Success tools and processes
Lead the development of the Adoption frameworks including action playbooks
Lead the development of Customer Heath Scores and other Success metrics
Together with our Design and Portfolio teams enhance the use of Usages Analytics for Customer Success
Participate in the Customer Success Leadership team
Support the global Customer Success Managers in their use of the tools and processes

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.
Employer is willing to sponsor applicants for employment visa status.
Basic Qualifications (required skills and experience):
10+ years of experience in Customer facing B2B roles
Fluency in both written and spoken English
5+ years of experience with Customer Success tools, metrics and processes
5+ year of experience with complex Customer solutions with extensive customer specific configuration and/or integrations
5+ years of experience with driving change within a complex matrix organization
5+ years of experience working in a global organization with colleagues and Customers from different cultures and in different time zones

Preferred Qualifications (Desired Skills/Experience):
Bachelor's degree or higher
Experience with Commercial Airline Operations
Familiarity with TSIA’s LAER model
Familiarity with Salesforce Sales and Service Cloud
Familiarity with Adobe Analytics

Relocation:
This position does not offer relocation. Candidates must live in the immediate area or relocate at their own expense.
Please also submit a CV or resume written in English.
Join us if you want to:
be a part of something big, challenging and meaningful
have the opportunity to work for the biggest player in the aviation world
have flexible working hours and hybrid work place
have a private medical care and subsidized gym and sports activities, join our sports teams
get professional skills development with our virtual learning tools and platforms (Digital Campus, LinkedIn Learning, Degreed, EdX, Enterprise Mentoring, and Communities of Excellence & Practice)
enjoy additional days off for Christmas break (December 24th-January 1st)
participate in employee recognition program (Boeing PridePoints)

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; color, 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. Applicants are encouraged to share with our recruitment team any accommodations required during the recruitment process.