Service Account Lead

At Jeppesen 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.
Boeing Jeppesen is seeking a Service Account Lead, reporting to the IT Manager, working out of the Gothenburg office in Sweden.
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 & Ops portfolio. The ideal candidate brings experience from project management, business consulting or hands on planning airline operations and demonstrates excellent skillset for value creation and growth with customers. The 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. To stay successful in this position the candidate becomes a spider in the web mastering their knowledge about customer planning cycles and business KPIs, and shares insights for system improvements as well as channels the feedback to the involved stakeholders.
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.

Employer will sponsor applicants for employment visa status.
Basic Qualifications (Required Skills/Experience):
Relevant work experience in roles interfacing customers in a technical environment
Experience working with technical teams
Experience in leading tasks or teams
Bachelor’s degree or higher
Excellent verbal and written communications skills in English

Preferred Qualifications (Education/Experience):
Experience within airline operations
5 + years of relevant work experience in roles interfacing customers in a technical environment
2+ years of experience working with technical teams
Experience working with cross functional teams in global organization(s)
Familiar with the Crew & 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 9 or more years' related work experience or an equivalent combination of education and experience (e.g. Master+7 years' related work experience, 13 years' related work experience, etc.).
Please also submit a CV or resume written in English.
Relocation:
This position does not offer relocation. Candidates must live in the immediate area or relocate at their own expense.
Join us if you want to:
Get professional skills development with our virtual learning tools and platforms (Digital Campus, LinkedIn Learning, Degreed, EdX, Enterprise Mentoring, and Communities of Excellence & Practice)
Broaden your experience in international projects, technical workshops and hackathons
Enjoy additional days off for Christmas break (December 24th-January 1st)
Participate in employee recognition program (Boeing PridePoints)
Have Private Medical Insurance (Skandia)

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.