Service Account Lead

Boeing Jeppesen Digital Aviation Solutions (DAS) is seeking a highly skilled and motivated Service Account Lead (for Airline Day of Ops and Planning System Support) to join our dynamic enterprise Service Organization. As the Service Account Lead, you will collaborate closely with Customer Success Managers and technical support teams to ensure our customers get full value of the software and support their daily operations for our Crew and Network Operational Software (namely, Jeppesen Ops Control, Jeppesen Crew Tracking and Jeppesen Crew Planning). Your role will encompass a comprehensive understanding of Crew and Network offerings, coordinating service deliveries for Crew and Network portfolio.
The ideal candidate brings experience from project management or hands on planning airline operations and demonstrates excellent skillset for value creation and growth with customers.
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.
You will be working out of the Gothenburg office in Sweden. This is a hybrid position; the selected candidate would need to be in the office 2-3 times per week.
Key responsibilities:
• Responsible for the delivered services for the entire customer account with all the products for that particular account
• Serve as a first level escalation point for customers’ operational and planning support.
• Coordinates service deliveries for Day of Ops and Planning portfolio activities. The service delivery activities include but not limited to bug fixes, inquiries, service requests, system monitoring, system migration and change requests.
• Responsible to interact with many parts of the organization to understand complex situations and provide answers to the customers.
• Work closely with Customer Success Manager to provide inputs to and help execute the system adoption plans.
• Host recurrent service review meetings with customers and their operational leadership.
• Identify Risk, Issues and Opportunities related to operational support and drive actions to mitigate risks, resolve issues and capture opportunities.
• Act as voice of customers to provide feedback to internal stakeholders which includes but not limited to Product Development, Implementation, Support and Portfolio Management.
Key Skills:
• Critical Thinking: Ability to identify and qualify technical issues, problems, opportunities, and options within the customer's context.
• Communications: Proficient in conveying complex information clearly and concisely. Skilled in presenting to both technical and business leaders.
• Relationship Building: Inspires confidence and trust with customers and internal stakeholders, seeking win-win solutions.
• Project Management: Proficient in RIO management. Effectively balances and prioritizes various tasks, plans, follows up on the planned activities and communicates status in timely manner.
• Team Player: Collaborates closely with other customer-facing roles to ensure deal closure and customer satisfaction.
Basic Qualifications (Required Skills/Experience):
• 5+ years of relevant work experience in roles interfacing customers in a technical environment
• Excellent communication (verbal and written in English), project management, and presentation skills.
• Experience in leading tasks or teams
Employer is willing to sponsor applicants for employment visa status.
Preferred Qualifications (Education/Experience):
• Bachelor’s degree or higher
• Knowledge or experience of Airline Flight Operations
• Experience working with cross functional teams in global organization(s)
• Familiar with the Boeing Digital Aviation portfolio and services
• Experience with high-touch, high-complexity customer relationships.
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.).
Please also submit a CV or resume written in English.
Relocation: This position does not offer relocation sponsoring.
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)
Applications for this role are accepted until 11th June 2024.