Account Services Manager
Global Eagle Entertainment
Sundsvall, VNThis was removed by the employer on 3/6/2017 9:07:00 AM PST
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Full Time Job
Operations Solutions develop software and network analytics that support the exchange of operational data between an airline’s network operations, the aircraft, and ground and flight crews as well as Electronic Flight Bag (EFB) systems for the cockpit environment to help improve situational awareness, reduce flight planning and preparation and improve cockpit efficiency, productivity and safety.
Key responsibilities
The Account Manager is responsible for developing long-term relationships with a portfolio of assigned clients and managing active projects to ensure all required activities and resources are in place to fulfill the committed deliverables. This involves coordinating and securing internal and external resources, monitoring the progress of all project components and handling all customer processes.
For customers in a post-project phase, the Account Manager is responsible for establishing and developing relationships at multiple levels and providing ongoing support with requests and questions that may arise. For such customers, the Account Manager also acts as a first line support technician for questions related to navAero products and/or STCs.
The Account Manager supports the Production and Development departments with technical queries related to hardware and software products. Furthermore it can be required by the Account Manager to actively participate in the production/repair processes when the Account Manager has a unique competence or where a need arises to help other departments to fulfill targets or deadlines.
More specifically, the job entails:
• To play a key role for the business in managing a portfolio of accounts from initial take-on through to on-going relationship management.
• To act as a go-to expert for any client queries or issues and l work diligently to resolve these. You will engage with stakeholders throughout the business to coordinate multiple client projects that will meet and exceed client expectations.
• Provide regular creative and innovative solutions and ideas with support from appropriate areas of the business i.e. creative, content, marketing, technology.
• Through regular calls & site visits, ensure each client within your remit has all their requirements fulfilled, and maintain a clear view of their current situation and future plans.
• To build a close relationship with each of your clients, to gain a trust and understanding, to be able to identify gaps in the clients offering in order to offer best advice and solutions which are cost effective, internally and for the client, and provide an effective and a differentiated product.
• Prepare Quotes, Invoice Requests, and Cost/Sales Analysis.
• Project planning and execution
• Process Customer sales orders and monitor internally
• Coordinate and order new STCs and upgrades of existing ones in line with customer projects
• Technical first line support
• POA Certification support
• On-site installation support
• Repair Order status support
Qualifications
• 3 plus years relevant experience in a client services focussed role
• Technical/specific skills
• Wide general Software/Computer skills. Windows Support Certification would be advantagous
• Project management
• Basic knowledge of Aircraft certification and electronics
• Windows imaging
Areas of interest and intrinsic competencies
• Excellent organisation skills with demonstrated ability to execute projects on time and on budget
• An effective communicator and an efficient problem solver
• A flexible team player
• Able to research and plan, deliver to strict deadlines and capable of working successfully under pressure
• Able to understand client objectives and requirements
• Manage a variety of accounts while delivering an excellent service
• Recognise and proactively overcome challenges