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7 days ago
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Operational Account Manager


Universal Aviation
Location: London Stansted Airport
Job type: Permanent
Contact: Recruitment
Sector: Operations
Job Role: Customer Service Jobs, Sales Jobs
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Since 1959, Universal Weather and Aviation, Inc. (Universal®), the pioneer of international flight support services for corporate aviation, has been arranging, coordinating and providing complete services in support of a trip for corporate aviation operators worldwide. Services range from global ground handling, permits and crew accommodations to online flight planning and a fueling card program.

Universal has offices in over 20 countries throughout the world supporting clients that represent organizations that rely on corporate and private aircraft. Universal Aviation currently has an opening for an Operational Account Manager

General Responsibilities:

Principle role is the retention of and growth of sales to silver account customers by leveraging the onboarding/re-boarding processes, driving customer expectations through joint collaboration of operating processes designed to facilitate customer’s successful missions, and identification/execution of upsell opportunities. Additionally, they manage the day-to-day account management process; coordinates account meetings and service support resources with assigned accounts. Provide sales and executive management staff with account updates, sales forecasts and applicable research.

Reporting to the Director of Operational Account Management, duties also included setting appointments, addressing client issues, on-boarding new customers and other duties as needed. Success of process will be measured by customer retention, customer satisfaction, and improvement of quality in service delivery resulting in an optimal “Customer Experience”. Represents Universal Weather and Aviation in a manner consistent with Universal’s Corporate Vision; includes being consultative with clients, projecting a positive corporate image, having general passion for our clients’ success, and maintaining communications in a cooperative and professional manner with all team members and clients.

Principal Duties:

  • Overall, day to day account management responsibilities of specified accounts.
  • Develop, analyze and execute Account plans for assigned Silver customers. Identify, qualify and execute up-sell /cross-sell opportunities within existing assigned client base; follow sales process from start to finish including analyzing client’s business needs (conducting research); monitoring account; gathering pertinent information; conducting demonstrations and creating proposals.
  • Understand how Silver level customers use services today and identify upsell opportunities to be managed by the OAM team or the regional business development team
  • Working closely as a part of the Sales team, use business plans, vision, and strategies as an input to help understand the long term and short term customer and business requirements to develop the client profile.
  • Take ownership of on-boarding process from sales and integrate new client to team.
  • Report on all CRM and sales activities via reports in our CRM system, maintenance of client information in the sales database, weekly status reports, regular meeting with Reporting Manager; based on these calls, report any findings about market or industry conditions; feedback on Universal products and services and any concerns that may affect sales and client retention.
  • Become familiar with competitors’ products in the course of day-to-day duties and with reports from marketing to be aware of any progress or changes of competitors’ products or strategies.  Share market intelligence from day-to-day duties with Marketing through established tools, and use the collective intelligence to enhance decision-making in day-to-day duties and responsibilities.
  • Consultative approach for joint understanding of each other’s processes and buying behaviors.
  • Understanding the external customer requirements, identify and correct any process gaps between our organizations. Research and evaluate prior service issues and address opportunities to strengthen our customer experience.
  • Discuss service level agreements, trip killers and goals/challenges of flight department with customers
  • Achieve higher customer loyalty and retention; optimize customer “touch points” in correlation with Customer Experience Blueprint principally Pre-trip, In-Flight, and Post-Trip. Monitor customer “triggers” for Reboarding, to include significant changes in aviation management, fleet, flight operations, and/or business environment (e.g. divestiture/acquisition).
  • Serve as the primary “voice of the customer” on behalf of Customer Onboarding. Provide intelligence for enhancing client experience to various departments and product development.
  • Principle in client onboarding and verification process to ensure capture and integrity of customer profiles, ensuring all operational requirements and preferences are captured accurately in our proprietary Trip Support and Customer Relationship Management systems.

Work Experience:

  • 5-7 years’ experience in a large account prospecting/selling environment required.  Experience in aviation preferred.
  • Must demonstrate a willingness to continuously improve sales and the customer experience
  • Exhibit positive teamwork, loyalty to the Company and co-workers; exhibit a confident and professional manner at all times
  • Must be highly organized and detail orientated
  • High energy level and positive attitude
  • Proven track record of quota attainment
  • Ability to handle and prioritize multiple tasks
  • Strong written and verbal skills (for internal as well as external use)
  • Experience selling aviation services is a plus

Candidates must be eligible to work in an EU Country

Closing date: 7th October 2016

Please note: Due to the number of applications anticipated if you have not received a response by the end of 2016, your application has not been successful 

Since 1959, Universal Weather and Aviation, Inc. (Universal®), the pioneer of international flight support services for corporate aviation, has been arranging, coordinating and providing complete services in support of a trip for corporate aviation operators worldwide. Services range from global ground handling, permits and crew accommodations to online flight planning and a fueling card program.

Universal has offices in over 20 countries throughout the world supporting clients that represent organizations that rely on corporate and private aircraft. Universal Aviation currently has an opening for an Operational Account Manager

General Responsibilities:

Principle role is the retention of and growth of sales to silver account customers by leveraging the onboarding/re-boarding processes, driving customer expectations through joint collaboration of operating processes designed to facilitate customer’s successful missions, and identification/execution of upsell opportunities. Additionally, they manage the day-to-day account management process; coordinates account meetings and service support resources with assigned accounts. Provide sales and executive management staff with account updates, sales forecasts and applicable research.

Reporting to the Director of Operational Account Management, duties also included setting appointments, addressing client issues, on-boarding new customers and other duties as needed. Success of process will be measured by customer retention, customer satisfaction, and improvement of quality in service delivery resulting in an optimal “Customer Experience”. Represents Universal Weather and Aviation in a manner consistent with Universal’s Corporate Vision; includes being consultative with clients, projecting a positive corporate image, having general passion for our clients’ success, and maintaining communications in a cooperative and professional manner with all team members and clients.

Principal Duties:

  • Overall, day to day account management responsibilities of specified accounts.
  • Develop, analyze and execute Account plans for assigned Silver customers. Identify, qualify and execute up-sell /cross-sell opportunities within existing assigned client base; follow sales process from start to finish including analyzing client’s business needs (conducting research); monitoring account; gathering pertinent information; conducting demonstrations and creating proposals.
  • Understand how Silver level customers use services today and identify upsell opportunities to be managed by the OAM team or the regional business development team
  • Working closely as a part of the Sales team, use business plans, vision, and strategies as an input to help understand the long term and short term customer and business requirements to develop the client profile.
  • Take ownership of on-boarding process from sales and integrate new client to team.
  • Report on all CRM and sales activities via reports in our CRM system, maintenance of client information in the sales database, weekly status reports, regular meeting with Reporting Manager; based on these calls, report any findings about market or industry conditions; feedback on Universal products and services and any concerns that may affect sales and client retention.
  • Become familiar with competitors’ products in the course of day-to-day duties and with reports from marketing to be aware of any progress or changes of competitors’ products or strategies.  Share market intelligence from day-to-day duties with Marketing through established tools, and use the collective intelligence to enhance decision-making in day-to-day duties and responsibilities.
  • Consultative approach for joint understanding of each other’s processes and buying behaviors.
  • Understanding the external customer requirements, identify and correct any process gaps between our organizations. Research and evaluate prior service issues and address opportunities to strengthen our customer experience.
  • Discuss service level agreements, trip killers and goals/challenges of flight department with customers
  • Achieve higher customer loyalty and retention; optimize customer “touch points” in correlation with Customer Experience Blueprint principally Pre-trip, In-Flight, and Post-Trip. Monitor customer “triggers” for Reboarding, to include significant changes in aviation management, fleet, flight operations, and/or business environment (e.g. divestiture/acquisition).
  • Serve as the primary “voice of the customer” on behalf of Customer Onboarding. Provide intelligence for enhancing client experience to various departments and product development.
  • Principle in client onboarding and verification process to ensure capture and integrity of customer profiles, ensuring all operational requirements and preferences are captured accurately in our proprietary Trip Support and Customer Relationship Management systems.

Work Experience:

  • 5-7 years’ experience in a large account prospecting/selling environment required.  Experience in aviation preferred.
  • Must demonstrate a willingness to continuously improve sales and the customer experience
  • Exhibit positive teamwork, loyalty to the Company and co-workers; exhibit a confident and professional manner at all times
  • Must be highly organized and detail orientated
  • High energy level and positive attitude
  • Proven track record of quota attainment
  • Ability to handle and prioritize multiple tasks
  • Strong written and verbal skills (for internal as well as external use)
  • Experience selling aviation services is a plus

Candidates must be eligible to work in an EU Country

Closing date: 7th October 2016

Please note: Due to the number of applications anticipated if you have not received a response by the end of 2016, your application has not been successful 


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