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Fleet Account Manager

Company: CAMP Systems International, Inc.
Location: Wichita
Posted on: January 15, 2022

Job Description:

CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a "SaaS plus" model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,000 employees in 13 locations around the world.
CAMP's relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.
This is an exciting new venture and a unique opportunity to contribute to and be a part of building a completely new business that is incubated within a large, stable, mature company.
CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Business Media portfolio. Located in Wichita, KS, the aviation capitol of the world, CAMP offers the opportunity to be a part of this thriving industry providing stability and a rich 50+ year history.

The Fleet Group Fleet Account Manager (FAM) provides compliance maintenance management support and CAMP platform customer service to CAMP fleet customers. The Fleet Account Manager is responsible for ensuring that fleet customer aircraft are compliant with the approved maintenance program(s) and the customer is fully utilizing CAMP services. This position will coordinate with CAMP AHM analysts, field service representatives, customer support and account managers on behalf of the fleet customer. You will establish and maintain solid relationships with key decision makers with the fleet customer and align CAMP resources to meet the customers' maintenance management and service requirements. The Fleet Account Manager will work as the fleet customers internal advocate to remove obstacles that may impede the customer's experience with CAMP. The Fleet Account Manager will have overall responsibility for the Fleet customer framework agreement and adherence to required service levels. The Fleet Account Manager is responsible for improving customer utilization of CAMP platform 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 levels
Review and audit monthly customer framework agreement service level reports
Provide regular data driven, professional account reviews for all fleet customer accounts
Act as the dedicated point of contact for assigned fleet customers, answering questions, handling objections, providing advice, and keeping them engaged in the service
Escalating customer support tickets and monitoring their resolution
Understand supported fleet customer requirements to provide real, effective solutions
Maintain and report on established fleet customer metrics and service levels
Regularly analyze customer service utilization and recommend best practices to improve utilization rates
Ability to review and analyze data, taking action as required to ensure customer service levels are met
Manage customer requests and issues using CRM system
Utilize or develop standards, processes, procedures and documentation to support quality and service goals
Take a data-driven approach to making decisions, analyzing customer trends to constantly improve service and support
Advocate for customers by capturing and sharing feature requests and other feedback
Develop and manage project activities based on customer needs to ensure the program milestones and objectives are being met
Coordinate with field support and other internal team members to ensure that the customer service levels are being met
Monitor the overall performance of fleet customers and propose and implement action plans with relevant stakeholders, to improve the performance when required

Customer centric - relentlessly supporting the customer experience
Strong written and verbal communication skills
Strong attention to detail, organizational and multi-tasking skills are a must
An exceptional listener who hears the details of customer feedback
Ability to quickly grasp technology platform and help others embrace behavioral change
Proven success in managed services, aviation and aircraft management industry experience is preferred
Proven ability to listen, extrapolate information and analyze to effectively provide solutions to the fleet customer
Ability to effectively learn technical products, services and solutions and readily apply new knowledge
Experience working with all levels of an organization
The 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 stakeholders
Must have strong data analysis skills and be proficient in Microsoft Excel (Pivot Tables, V-Lookups, etc)

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: CAMP Systems International, Inc., Wichita , Fleet Account Manager, Executive , Wichita, Kansas

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