Account Manager - SF50

Job Description

Job Description

Job Summary

The Flight Training Account Manager enhances the customers’ experience after, during and after flight training in order build lifelong customer/owner relationships. This position is the personal guidance liaison for training and aircraft ownership that relates to all Cirrus aircraft delivery and training customers. Initial responsibilities include understanding the customers’ needs for flight training, determining best practices to meet these needs, and generating ongoing interest in Cirrus products/services. This role works with department leadership to ensure uninterrupted customer service by cross training staff. The Flight Training Account Manager coordinates efforts with the Flight Operations and Flight Instruction Team. The Flight Training Account Manager must be enthusiastic in fostering Cirrus aircraft owners in the Cirrus Life training experience. The position is based at the Cirrus Vision Center in Knoxville, TN.

Duties and Responsibilities/Essential Functions

• Ensure decision-making that balances the needs of each customer, the company, and promotes long-term viability of the business.
• Champion excellence in business ethics, integrity, and build an environment with a high level of morale, motivation and engagement.
• Create a timely and responsive initial contact between Cirrus aircraft owners and Flight Training Operations to enhance trust.
• Clearly communicate the training path progression to set up each customer for successful completion of training requirements and fulfillment of mutual expectations.
• Liaise with Delivery Experience Account Managers, Regional Sales Directors, and Executive Directors/Sales to accommodate date changes or unique requests by the customer or the internal teams.
• Act as the central liaison for customer communication, verbal and written.
• Monitor and guide all Cirrus aircraft owners/customers through the multi-step training path, informing all involved parties of any developments that may affect the timeline, quality or duration of training.
• Ensure a safe, efficient, and fair schedule for Flight Operations pilots, considering extended training missions, weather limitations, aircraft availability, vacation requests, and other factors.
• Monitor and maintain the Training Management System for records and quality control auditing.
• Identify, compile and maintain various key metrics.
• Work closely with the scheduling team to determine capacity and demand planning annual based on historical data.
• Ensure all Flight Training Account Management processes are scalable for future business growth.
• Ability to travel and establish meaningful relationships with sales and internal stakeholders.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Bachelor’s Degree in Business, Business Admin, Aviation, Management, Hospitality or related field required.
• 3 years of customer service, marketing, sales, hospitality, aviation or related field ­required.
• Basic knowledge of General Aviation.
• Aviation industry experience or working knowledge of aviation administration preferred.
• Ability to demonstrate sound judgement and effective communication skills (written and verbal).
• Ability to effectively manage stress, including competing work demands and multiple projects at the same time.
• Strong customer service orientation.
• Ability to prioritize and multitask in a dynamic environment.
• Ability to work with other departments and outside vendors.
• Ability to plan, design, execute, and supervise administrative processes to support customer service.
• Ability to clearly explain tasks when cross training to ensure uninterrupted customer service.
• Produces high quality results through thoroughness and accuracy when accomplishing tasks, both large and small.
• Well versed in standard Microsoft Office Software as well as Adobe suite.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Drives Results: Consistently achieves results, even under tough circumstances.
• Ensures Accountability: Holds self and others accountable to meet commitments.
• Interpersonal Savvy: Relates openly and comfortably with diverse groups of people.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Drives Vision and Purpose: Paints a compelling picture of the vision and strategy that motivates others to action.
• Organizational Savvy: Maneuvers comfortably through complex policy, process, and people-related organizational dynamics.

Ensures Exceptional Customer Service:

• Energizes the Cirrus Service Essentials
• Strives to improve service performance.
• Anticipates guests' needs and responds promptly.
• Displays guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Handles guest problems and complaints.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice. Work beyond 40 hours per week may be required.

Cirrus is dedicated to a drug free work environment promoting equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.