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Customer Success Manager
Jeppesen ForeFlight
Montreal, CAN
Full Time
Senior
Hybrid
1 weeks ago
Manpower PlanningCrew ManagementData AnalysisProduct OwnershipCustomer AdvocacyXML
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Manpower PlanningCrew ManagementData Analysis
About the Role
Jeppesen ForeFlight seeks a Customer Solution Owner to own end-to-end value delivery of the Manpower Planning Solution for commercial airline customers. You will act as a bridge between customer crew planning organizations and internal teams, guiding adoption and optimization.
Key Skills for This Role
Manpower PlanningCrew ManagementData AnalysisProduct OwnershipCustomer AdvocacyXML
Responsibilities
- Own the customer value lifecycle by ensuring customers successfully adopt and maximize the Manpower Planning Solution
- Act as primary customer facing product representative, gathering requirements and validating needs
- Translate customer business processes into product requirements and collaborate with internal teams to prioritize enhancements
- Guide customers through solution implementation from project kick off to production deployment
- Provide product expertise and strategic advisory on workforce planning and scenario modeling
- Collaborate with project managers and implementation teams to ensure smooth delivery and issue resolution
- Support configuration and maintenance activities to keep solution aligned with evolving customer needs
- Identify and resolve complex system or integration issues in partnership with technical teams
- Promote adoption of new product capabilities and guide customers in leveraging them to meet goals
- Enable data driven decision making by helping customers build budgets, forecasts, and long term planning scenarios
Requirements
- 9+ years of experience in manpower planning or crew management
- Strong analytical skills with ability to collect, synthesize, and interpret complex data
- Ability to map business processes to product capabilities and articulate requirements clearly
- Proven ability to build strong relationships with customers, stakeholders, and cross functional teams
- Experience identifying and resolving complex system issues
- Eligibility to work with controlled goods
- Advanced English communication skills
Full Job Posting
Overview
- Jeppesen ForeFlight is seeking a Customer Solution Owner reporting to the Implementation Manager. In this role, you will own the end to end value delivery of our Manpower Planning Solution for commercial airline customers.
Key Responsibilities
- Own the customer value lifecycle by ensuring customers successfully adopt and maximize the capabilities of the Manpower Planning Solution.
- Act as the primary customer facing product representative, gathering requirements, validating needs, and ensuring alignment between customer objectives and product functionality.
- Translate customer business processes into product requirements and collaborate with internal teams to prioritize enhancements and improvements.
- Guide customers through solution implementation from project kick off and Business Assessment through configuration, testing, and production deployment.
- Provide product expertise and strategic advisory on workforce planning, scenario modeling, and optimization opportunities.
- Collaborate with project managers, implementation teams, and portfolio management to ensure smooth delivery and issue resolution.
- Support configuration and maintenance activities to ensure the solution remains aligned with evolving customer needs.
- Identify and resolve complex system or integration issues in partnership with technical teams.
- Promote adoption of new product capabilities and guide customers in leveraging them to meet workforce and operational goals.
- Enable data driven decision making by helping customers build precise budgets, forecasts, and long term planning scenarios.
- Develop and compare operational scenarios based on key performance indicators and strategic objectives.
- Explore and validate what if scenarios to help customers prepare for operational contingencies.
Basic Qualifications
- 9+ years of experience in manpower planning or crew management.
- Strong analytical skills with the ability to collect, synthesize, and interpret complex data.
- Ability to map business processes to product capabilities and articulate requirements clearly.
- Proven ability to build strong relationships with customers, stakeholders, and cross functional teams.
- Experience identifying and resolving complex system issues.
- Eligibility to work with controlled goods.
- Advanced English communication skills, both written and verbal.
Preferred Qualifications
- Understanding of manpower optimization and workforce planning.
- Experience with data integration, interfaces, and database configuration including XML extensions.
- Ability to read Python or similar programming languages.
- Bachelor’s degree in Business, Computer Science, or related field or equivalent experience.
- Familiarity with Customer Success methodologies such as the LAER model (Land, Adopt, Expand, Renew).
Workplace
- This position is hybrid. The selected candidate will be required to perform some work onsite at one of the listed location options.
About Jeppesen ForeFlight
- Jeppesen ForeFlight is a leading provider of innovative aviation software solutions, serving the Commercial, Business, Military, and General Aviation sectors globally.
Benefits (Canada)
- Comprehensive medical, dental, and vision coverage with employer paid health premiums for employees and dependents.
- Employer paid life and AD&D insurance.
- A health care spending account.
- Short and long term disability insurance.
- Virtual health.
- Fitness reimbursement program.
- DPSP and RRSP retirement plans.
- 3 weeks of PTO for new hires.
- Employee Assistance Program.
- 2 days off to volunteer annually (effective in 2026).
- Employee referral program (effective in 2026).
- Flight rewards and flight stipend (effective in 2026).
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