We are recruiting for a Customer Service Manager (CSM) supporting government and military customers using Jeppesen ForeFlight digital solutions across Latin America and South America. This position is based in the United States, entailing travel to customer sites across the territory.
The Customer Service Manager is responsible for the overall commercial health and strategic direction of the customer relationship, driving retention, renewal and identifying growth across a portfolio of government and military aviation accounts.
In this role, you will act as the primary strategic point of contact for a portfolio of government and military aviation customers across the territory, building strong relationships with User, Manager, Contract Administrator and senior Program and Procurement level stakeholders, and developing a thorough understanding of each customer's workflow, procurement environment and long-term operational requirements to become a trusted strategic advisor in support of the solution.
At all times the primary goal of the Customer Service Manager is to proactively protect the integrity of the customer's operations while using our solutions, while continually growing the strategic and commercial value of the account.
Key Responsibilities:- Own the overall customer relationship and act as the main strategic escalation point for government and military aviation customers across Latin America and South America
- Develop and execute strategic account plans for each customer, identifying whitespace and expansion opportunities within existing accounts, working closely with Sales
- Build and maintain relationships with senior stakeholders across User, Program, Contracting and Procurement functions, mapping the customer's buying and procurement processes to inform account strategy
- Partner with sales, product, and support teams to translate customer requirements into actionable priorities
- Support adoption of Jeppesen ForeFlight digital solutions, including onboarding of new customers and expansion within existing accounts
- Maintain subject matter expert level awareness of company software solutions and related product solutions and technology
- Provide remote or on-site problem-solving assistance, coordinating with internal engineering, support and product teams as required
- Oversee the delivery of scoped services, ensuring service levels and commercial commitments are met
- Lead the renewal strategy for the territory, securing follow-on contracts and working closely with Contracts on commercial terms and negotiation approach
- Travel extensively across Latin America and South America, to support customer relationships and on-site activity
Basic Qualifications:- 6+ years of experience in an Account Management or Customer Success, preferably in government or defense marketgs
- Managed a portfolio of strategic government and defense accounts, serving as the primary point of contact for senior military and civilian leadership
- Demonstrated experience engaging and influencing senior military and government decision-makers
- Proven ability to navigate complex, multi-stakeholder procurement and approval processes
- Familiarity with government procurement processes and contracting frameworks is highly desirable
- Experience in a customer-facing role within aviation, flight operations, flight support, flight dispatch, or a related field
- Fluency in written and verbal English. High level of proficiency in Spanish
- Willingness and ability to travel across Latin America and South America
Preferred Qualifications :- Prior experience supporting government or military aviation customers
- Experience with flight planning software, aeronautical charts, or related aviation technology
- Strong presentation skills to senior/C-level audiences
- Strong problem-solving and training skills
- Strong use of Microsoft Office Suite, CRM tools such as Salesforce and Claude
- Pilot or aviation enthusiast
Pay is based upon candidate experience and qualifications, as well market and business considerations: Summary Base Pay Range: $100,000 - $125,000 USD
