Technical Customer Success Manager

A Technical Customer Success Manager is a hybrid role that combines the relationship management skills of a traditional Customer Success Manager along with bringing strong technical and business aptitude. In this role your primary responsibility will be your ability to deep dive in airline crew planning with technical fluency and business acumen to ensure successful adoption, utilization, and expansion of Jeppesen Crew Planning products or services by their customers.

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 data driven decision making and translating business processes into product enhancement. You'll engage in health checks, lead adoption workshops, provide strategic guidance, 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 Crew Planning 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 Crew Pairing and Rostering products 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.
• 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 or more years of hands-on experience in airline crew planning—either at an airline or with a vendor providing crew solutions.
• 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 schedulers.
• Experience interpreting usage dashboards and discussing data-driven strategy (no specific tools required).
• Comfort working across disciplines (product, development, customer-facing teams).
• Eligibility to handle US export-controlled data.

Preferred but Not Required:

• Familiarity with Jeppesen Crew Pairing and/or Crew Rostering products.
• Experience in SaaS-based customer success or solution-focused roles.
• Exposure to global or multicultural work environments.
• Multiple language fluency.
• Certifications in airline operations, planning tools, or scheduling strategy.
• Act as a technical liaison – Ability to understand written code and translate the technical needs into business outcomes
• Ability to interpret Python or internal scripting languages (writing code is a plus but not required).

Show Sponsorship: Employer will initiate the visa application; however, the successful candidate will cover the cost of visa.

Relocation: Relocation assistance is not offered for this position.