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A Technical Customer Success Management Specialist is a hybrid role that combines the relationship management skills of a traditional Customer Success Manager along with bringing strong technical aptitude. In this role your primary responsibility will be your ability to deep dive in airline flight operation with technical fluency and business acumen to ensure successful adoption, utilization, and expansion of Jeppesen flight operation products (Jeppesen Flight Planning & Dispatch Solutions and Navigation Solutions) or services by their customers in China region.
Your role will be to guide customers through product adoption, provide strategic consultation, interpret data, and translate operational goals and product capabilities while serving as a trusted voice of the customer. This is a role is for an individual who thrives on customer advocacy, data driven decision making, and translating business processes into product enhancement. You'll engage in health checks, lead adoption workshops, provide strategic guidance, technical support and collaborate cross-functionally to shape customer outcomes and product evolution. Technical familiarity with scripting and data analysis is a plus—but your ability to interpret, contextualize, and act on that information is what will set you apart.
Responsibilities / Impact:
You'll partner closely with our Customer Success Managers (CSMs) and Product Teams to:
- Drive adoption and success for Jeppesen flight planning products and flight deck solutions
- Provide expert advice on best practices and product utilization.
- Lead customer-specific engagement initiatives such as health checks, usage reviews, and adoption workshops to ensure optimal product performance and identify areas for improvement.
- Maintain deep expertise in Jeppesen Flight Planning & Dispatch Solutions and Navigation Solutions and share that knowledge with customers.
- Educate customers on advanced features and functionalities, demonstrating how to leverage the product to achieve their technical and business goals.
- Act as primary point of contact and Jeppesen Flight Operation Services products expert
- Provide timely response to airline flight planning customers and advanced support to appointed customers, including complex technical investigations and advanced questions.
- Analyze and interpret customer usage data and product performance metrics to identify risks and opportunities.
- Champion the voice of the customer by prioritizing and articulating feedback that influences the product roadmap.
- Enhance our adoption frameworks, playbooks, and onboarding materials to better serve both technical and non-technical end users.
Basic Qualifications:
- 5 years aviation experience in the field of CCAR-121 airlines OCC/FOC organization, knowledge and practice on flight planning, flight dispatch, operation control, either in flight operational or in a flight support function.
- Deep understanding of operational processes and the ability to align them with product capabilities.
- Strong communication skills—able to tailor messaging from C-suite to chief pilots and Operational personnels within OCC/FOC organization (Operation Control Center/Flight Operation Center) .
- Experience interpreting usage dashboards and discussing data-driven strategy (no specific tools required).
- Comfort working across disciplines (product, development, customer-facing teams).
- Fluency to speak and write in English and Chinese.
- Willingness to travel.
Preferred Qualifications:
- Exposure to global or multicultural work environments.
- Technical degree in a related field of study.
- (CAAC) Aircraft Dispatch Certificate and or Pilot’s License preferred.
- Experience in SaaS-based customer success or solution-focused roles
Applications for this position will be accepted until Sept. 17, 2025
Relocation
Relocation assistance is not a negotiable benefit for this position.
Visa Sponsorship
Employer will not sponsor applicants for employment visa status.
Shift
Not a Shift Worker (China)
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; race, color, ethnicity, 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. We are proud members of the Valuable 500 and welcome applications from candidates with disabilities. Applicants are encouraged to share with our recruitment team any accommodations required during the recruitment process. Accommodations may include but are not limited to: conducting interviews in accessible locations that accommodate mobility needs, encouraging candidates to bring and use any existing assistive technology such as screen readers and offering flexible interview formats such as virtual or phone interviews.
