Account Manager, Specialty Teams; NJUS

Title:

Account Manager, Specialty Teams (NJUS)

Company:
Net Jets Aviation, Inc.

Area of Interest:
Customer Experience

Location:

OH, US

Net Jets, the global private aviation leader for more than 60 years, provides the pinnacle of private travel, defined by a signature commitment to unwavering safety, personalized service, and reliable global access. Discover why Net Jets is the ultimate career destination, offering exceptional benefits and growth opportunities.

The Owner Services Account Manager, Specialty Teams oversees the flight experience for a designated group of accounts by enlivening our core values to build strong relationships that create Owner loyalty. This role is responsible for seamless flight management through collaboration with internal and external partners to control all aspects of travel. They are tasked to build deep Owner connections by applying acquired knowledge of each Owner to personalize service and anticipate, meet, and exceed the Owner's needs.

They are proactive in recognizing and resolving Owner issues while providing Owners with timely and accurate communication. The Account Manager, Specialty Teams has knowledge and authority in decision making and problem resolution, while also conducting escalated Owner follow ups.

• Primary point of contact for group of strategically aligned accounts. Partner with the Service Executive, Manager, and Sales Teams to develop a deep understanding of Owners.
• Develops and maintains successful relationships with Owners while providing accurate, consistent and personalized service for the management of every flight and interaction. Responsible for pre-flight planning, day-of management, and post-flight follow up.
• Acts as a trusted advisor for seasonal, domestic, and international travel restrictions. Becomes an expert on current and future Net Jets products and promotions, aircraft fleet, and network of logistics solutions (i.e. transportation, catering).
• Reviews upcoming flight activity and makes recommendations to the Owner regarding contract utilization.
• Resolves issues related to the Owner's account profile, flight planning and all other special arrangements. Uses discretion and makes determination to book back-up aircraft(s), catering and/or ground transportation when necessary to ensure a seamless flight experience.
• Assumes responsibility and accountability for escalated Owner issues with the goal of immediate resolution. Leads follow up discussions with accounts based on open issues, Owner feedback, and Owner surveys. Extends service credits as necessary.
• Effectively manages communication to leadership at all levels as necessary.

It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a list of essential job functions, please refer to the essential functions document for this job.

Bachelor's in Aviation or Hospitality

4-6 years of experience

Service-Oriented

Strives For Positive Results

• Proficient in all areas of the Account Manager position, with positive performance track record in all metrics (individual and team)
• Able to balance Account Management responsibilities as well as current day tasks and issues while concurrently providing consistent, proactive service to Owners.
• Consistently aligns to OS Core Values.
• Current on completion of internal training and actively engaged in ongoing development including 1:1 conversations with leadership.
• Competent in managing both internal and external relationships in a professional and service-oriented manner.
• Proven ability to work effectively in a team environment with the confidence to proactively take a lead role when the need presents itself.
• Effectively able to make on-demand decisions with little to no supervision.
• Desire to recognize and offer ideas for areas of improvement.
• Strong verbal and written communication skills with the ability to communicate to all levels of employees and leadership clearly and effectively, as well as with Owners and vendors.
• Strong…