Key Account Manager, Winter Ops

We are seeking an experienced Key Account Manager to oversee a portfolio of strategic airline and airport customers across North America. The role focuses on building trust, ensuring customer success, and driving growth within existing accounts.

• Serve as the trusted advisor and primary point of contact for assigned airline and airport customers.
• Develop long‑term relationships with key stakeholders, executives, and operational leaders.
• Lead annual contract renewals with a target retention rate of 95%+.
• Identify opportunities to expand services and grow revenue within existing accounts.
• Create strategic account plans focused on customer success and long‑term growth.
• Facilitate executive business reviews and seasonal planning meetings.
• Collaborate with operations and technical teams to ensure exceptional service delivery.
• Monitor customer performance metrics and proactively address opportunities for improvement.
• Lead customer communications during operational challenges while ensuring timely resolution.
• Support proposal development, contract negotiations, and RFP responses.
• Maintain accurate account forecasts, customer plans, and CRM records.
• Travel throughout North America is expected, with occasional international travel.

• 5+ years of experience in Key Account Management, Strategic Account Management, Customer Success, Enterprise Account Management, or Client Relationship Management.
• Proven history of retaining and growing strategic customer accounts.
• Experience managing complex commercial relationships with multiple stakeholders.
• Strong consultative relationship management and executive communication skills.
• Experience leading contract renewals, account planning, and business reviews.
• Ability to identify customer needs and uncover opportunities for additional services.
• Strong commercial acumen with ability to balance customer satisfaction and business objectives.
• Experience working with CRM platforms such as Salesforce.
• Excellent presentation, negotiation, and problem‑solving skills.
• Bachelor’s degree or diploma in Business, Marketing, or a related field (considered an asset).
• Experience with in aviation welcomed—but not required.

• Builds relationships that customers don’t want to lose.
• Earns trust quickly with senior stakeholders and executive leaders.
• Owns customer success from onboarding through renewal.
• Anticipates customer needs before they become issues.
• Maneuvers calmly under pressure and navigates complex situations with confidence.
• Collaborates across multiple teams to deliver outstanding customer experiences.
• Looks for opportunities to create additional value—not just solve today’s problem.
• Measures success by customer loyalty, long‑term partnerships, and sustainable growth.

• Competitive wages
• Health, dental, and life insurance (including AD&D and LTD)
• 401(k) retirement plan with company match / Pension plan with employer match
• Employee Assistance Program
• Employee discounts
• Advancement opportunities
• On‑the‑job training
• Employee Recognition Program
• Daily Pay
• Flexible schedule
• $300 referral bonuses – unlimited
• Benefits may vary by position and location.