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Account Manager - Aviation Fleet Group

Company: Stealth Startup
Location: Wichita
Posted on: March 26, 2020

Job Description:

Job SummaryThe Fleet Group Account Manager (FAM) provides maintenance management support and customer service to company fleet customers.The FAM is responsible for ensuring that fleet customer aircraft are compliant and the customer is fully utilizing company services.The FAM will coordinate with company field service, customer support and account managers on behalf of the customer for all customer service activities.The FAM establishes and maintains solid relationships with key decision makers at the fleet customer and aligns company resources to meet the customers maintenance management and service requirements.The FAM will work as the fleet customers internal advocate to remove obstacles that may impede the customer's experience with company .The FAM will have overall responsibility for the compliance status and data quality of their fleet customer aircraft.The FAM is responsible for improving customer utilization of services and the successful customer adoption of new service and product offerings.Essential Functions:Monitor and manage maintenance compliance and customer service to meet established service levelsReview and audit monthly customer service level reportsProvide regular data driven, professional account reviews for all fleet customer accountsAct as the dedicated point of contact for assigned fleet customers, answering questions, handling objections, providing advice, and keeping them engaged in the serviceEscalating customer support tickets and monitoring their resolutionUnderstand supported fleet customer requirements to provide real, effective solutionsMaintain and report on established fleet customer metrics and service levelsRegularly analyze customer service utilization and recommend best practices to improve utilization ratesAbility to review and analyze data, taking action as required to ensure customer service levels are metManage customer requests and issues using CRM systemUtilize or develop standards, processes, procedures and documentation to support quality and service goalsTake a data-driven approach to making decisions within your role, analyzing trends within your customer base to constantly improve service and supportAdvocate for customers by capturing and sharing feature requests and other feedbackDevelop and manage project activities based on customer needs to ensure the program milestones and objectives are being metCoordinate with field support and other internal team members to ensure that the customer service levels are being metMonitor the overall performance of fleet customers and propose and implement action plans with relevant stakeholders, to improve the performance when requiredRequirementsCustomer centric - relentlessly supporting the customer experienceStrong written and verbal communication skillsStrong attention to detail, organizational and multi-tasking skills are a mustAn exceptional listener who hears the details of customer feedbackAbility to quickly grasp technology platform and help others embrace behavioral changeProven success in managed services, aviation and aircraft management industry experience is preferredProven ability to listen, extrapolate information and analyze to effectively provide solutions to the fleet customerAbility to effectively learn technical products, services and solutions and readily apply new knowledgeExperience working with all levels of an organizationThe ideal candidate will have the ability to travel to customer sites up to 20%Set and continually manage project expectations with team members and other stakeholdersMust have strong data analysis skills and be proficient in Microsoft Excel (Pivot Tables, V-Lookups, etc)What we offerCompetitive salaryFast-growing environmentGenerous company benefits including medical, dental and vision insurance; short-term disability, 401kGym membership reimbursementParental Leave Policy--All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status EOE

Keywords: Stealth Startup, Wichita , Account Manager - Aviation Fleet Group, Executive , Wichita, Kansas

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