Remote Sr Customer Success Expert II

The Opportunity: Jeppesen Fore Flight is seeking an Experienced Customer Success Expert (individual contributor) for the Flight Deck Solutions portfolio. Customer Success Experts are assigned to specific customers through therelevant Customer Success Manager's (CSM's) book of business and partner closely with the CSM toalign technical delivery with the broader account strategy and customer success plan. The role requires a clear understanding of the Electronic Flight Bag (EFB) ecosystem, with particularemphasis on Jeppesen Ground Controls. The Customer Success Expert combines product knowledge, operational insight, and disciplined execution to strengthen adoption, resolve complex issues, and helpassigned Commercial Airline customers realize measurable value. The role takes a consultative, adoption-led approach, looks for responsible ways to apply AI, and balances high-touch engagementwith scalable success practices. Flight Deck Solutions Portfolio Supporting pilots, EFB administrators, and airline ground and back-office teams across Electronic Flight Bag applications, navigation, charting, content distribution, and flight deck tools. Jeppesen Ground Controls Focus. Jeppesen Ground Controls is for airline ground and back-office operations. It enables teams to create, revise, update, preview, publish, and synchronize company enroute data, charts, maps, and manualsthrough an integrated workflow. The suite includes Chart Viewer, Manuals, Tailored Maps, On-Demand Tailoring, Filtered Chart Alerts, and Trip Kit. This role connects these capabilities to customer workflows, EFB content distribution, Jeppesen Flite Deck Pro, and pilot operations.

Key Responsibilities: • Partner with the assigned CSM and account team to deliver technical success actions for Flight Deck Solutions customers, with primary focus on Ground Controls.• Guide customers across Ground Controls workflows for creating, reviewing, publishing, distributing, and synchronizing company navigation content.• Apply EFB ecosystem knowledge to connect back-office content management, EFB administration, Jeppesen Flite Deck Pro, and pilot workflows.• Monitor adoption, customer health, risks, issues, CSAT, and outcomes, sharing clear priorities andprogress with the CSM.• Coordinate complex issues, escalations, and complaints across the appropriate teams throughtimely resolution.• Use a consultative, adoption-led approach to translate customer goals and operational challengesinto technical requirements, recommendations, success milestones, and clear documentation.• Represent the voice of the customer and partner with CSM, Sales, Support, Product, Engineering, Services, and Business Operations to improve solutions and delivery.• Communicate technical status, value, and outcomes clearly to operational and executivestakeholders, including C-level audiences.• Use data, recurring themes, and lessons learned to improve delivery and meet agreedperformance standards.

What Success Looks Like: • Assigned customers achieve measurable adoption and operational value from Flight Deck Solutions, particularly Ground Controls.• Risks, technical obstacles, and escalations are surfaced early and resolved with the CSM andrelevant partners.• Ground Controls workflows support consistent, efficient content management and distributionacross customer operations.• Customers and CSMs view the Customer Success Expert as a trusted technical partner andadvocate. Core Skills & Competencies• Ground Controls & EFB Expertise: Understands the EFB ecosystem, airline back-office contentworkflows, Ground Controls capabilities, and their connection to Flite Deck Pro and pilotoperations.• Consultative Adoption: Applies a consultative, value-led approach to understand customer goals, recommend adoption practices, and guide measurable outcomes.• Technical Problem Solving: Investigates complex issues, coordinates specialists, and guidescustomers toward practical resolution paths.• Applied AI & Analytical Thinking: Understands foundational AI concepts, uses data and customerevidence, and explores responsible applications that improve insights, workflows, and delivery.• Executive Communication: Explains complex topics clearly and confidently to operational and C-level audiences.• High-Touch & Scalable Delivery: Comfortable supporting complex, high-touch engagements andturning repeatable needs into scalable playbooks, enablement, and success motions.

Basic Qualifications: • 5+ years of experience in Customer Success, solutions engineering, technical consulting, implementation, or enterprise software support within a SaaS environment.• Proven success as a customer-facing individual contributor supporting complex software productsor operational workflows.• Clear understanding of the airline EFB ecosystem, including EFB administration, pilot workflows, navigation and charting content, and back-office data distribution.• Experience coordinating technical issues, escalations, or complaints and using customer, service, or adoption metrics to guide resolution and decisions.• Excellent written, verbal, presentation, and stakeholder communication skills, with the ability towork across international customers and cultures.

Preferred Qualifications: • 7+ years in Customer Success or a related technical role, with experience in Jeppesen Ground Controls, Jeppesen Flite Deck Pro, or comparable aviation content solutions and Commercial Airline flight deck or EFB operation About Jeppesen Fore Flight: Jeppesen Fore Flight is a leading provider of innovative aviation software solutions, serving the Commercial, Business, Military, and General Aviation sectors globally. Combining Jeppesen’s 90-year legacy of accurate aeronautical data with Fore Flight’s expertise in cutting-edge aviation technology, the company delivers an integrated suite of tools designed to enhance safety, improve operational efficiency, and sharpen decision-making. Why You Should Join (USA): At Jeppesen Fore Flight, we know you want a rewarding career. To do that, you need challenging projects, a good work environment, and awesome coworkers. We believe in our employees, and we empower them to make a direct impact on our products and services messaging. We strive to provide our team and their loved ones with a world-class benefits experience, focused on supporting their physical, financial, and emotional wellbeing. Our benefits package includes but not limited to the following: Medical, dental, vision insurance with Employer paid health premiums Open PTO Policy 401(k) with up to 10% company matching and immediate vesting 12 Weeks Paid Parent Leave Flight Training Rewards Pay is based upon candidate experience and qualifications, as well market and business considerations: Summary Pay Range: $102,000.00-$125,000.00 Jeppesen Fore Flight – EOE including Disability/Vets | Pay Transparency | E-Verify Participant