Customer Success Manager

Jeppesen ForeFlight is a leading provider of innovative aviation software solutions, serving the Commercial, Business, Military, and General Aviation sectors globally. They are seeking a Customer Success Manager to deliver exceptional support to ForeFlight users, analyze customer data, and manage customer goals to ensure satisfaction.

Responsibilities:

• Analyze customer lifecycle data to derive insights and make clear, actionable recommendations for customers and business partners
• Identify root causes, propose solutions, and deploy cross-functional support, where necessary, to resolve issues
• Manage customer goals, conduct regular business reviews (monthly or quarterly), and ensure customer satisfaction
• Accelerate customers through the customer lifecycle by developing detailed account plans
• Board and train customers to maximize the potential of our software offerings
• Identify growth opportunities and assist the sales team in driving the pipeline
• Provide responsive, knowledgeable, and efficient support, delivering Best In Class Pilot Support

Requirements:

• Pilot or Dispatcher Experience, including military experience, is essential
• Experience in software and technical support
• Minimum of 5 years in customer success or similar role
• Excellent verbal, written, and communication skills with the ability to present compelling customer stories
• Ability to create and manage a continuous experience improvement program (scope, milestone, engagement, execution, and change management)
• Understanding of various technical architectures and operating systems
• Detail-oriented with excellent follow-up skills
• Proficient in both Microsoft and Google suite products
• Associate or Bachelor's degree in a related field, or equivalent combination of training, education and experience
• Experience with FAA/EASA regulations and flight planning desired