Account Manager

PrimeFlight Aviation Services; Baltimore (MD); On-site; USD 55,000 - 85,000; Full time

Job summary

PrimeFlight Aviation Services is seeking an Account Manager to maintain client records, drive satisfaction, and promote new business in the Baltimore area. You will manage accounts, resolve issues, and support service or product selections.

The role emphasizes building partnerships, tracking performance against KPIs, and coordinating with internal teams to deliver on contracts. Strong communication, problem-solving, and aviation industry knowledge are essential.

Qualifications

• 18 years of age or older.
• Eligible to work in the United States.
• Must have a valid state-issued driver’s license with an acceptable driving record.
• Communicate effectively in English (reading, writing, speaking).
• Bilingual in English/Spanish a plus.
• 2 Years of Customer Management or Sales Experience.
• Knowledge of the Aviation Industry.
• Intermediate/Highly proficient Word, Excel, PowerPoint, Outlook.
• Ability to access and interpret information in print and electronically.
• Pass a background check and drug screen.
• Airlines are 24/7; flexible to work various shifts including nights, weekends, and holidays.
• Must be flexible to work extended hours on occasion.

Responsibilities

• Develop and maintain strong relationships with clients, understanding their unique requirements and ensuring their satisfaction.
• Collaborate with clients to identify opportunities for service enhancements and provide solutions to meet their goals.
• Coordinate with internal departments to ensure the timely and effective delivery of services to clients.
• Monitor client accounts, track performance metrics, and analyze data to identify trends and areas for improvement.
• Prepare and present regular reports to clients, summarizing service performance, achievements, and recommendations.
• Resolve client inquiries, concerns, and issues promptly and professionally.
• Collaborate with the sales team to identify upsell and cross-sell opportunities within existing client accounts.
• Ensure each position is covered and all requirements of the contract are met.
• Maintaining accurate timekeeping for payroll purposes.
• Assisting with tip reporting (if applicable), call out logs, passenger logs, electronic passenger assist by staff on shift or any required forms.
• Ensuring all incoming staff members have on-the-job training.
• Communicating with airlines and other customers to provide exceptional customer service.
• Ensure staff is meeting safety standards.
• Counseling, Coaching and Participating in Disciplinary Actions.
• Demonstrate regular, predictable attendance at job location.
• Collaborate with the sales team to identify upsell and cross-sell opportunities within existing client accounts.
• Perform any additional duties as assigned by management.

Skills

Customer management / sales experience

Excellent communication

Problem solving

Aviation industry knowledge

Bilingual English/Spanish (plus)

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

Description

SUMMARY OVERVIEW

The Account Manager will be tasked with maintaining customer records, ensuring client satisfaction, and promoting new business. You are responsible for account payment management, issue resolution, and assistance in service or product selection. The role also involves building and managing new partnerships and adhering to Key Performance Indicators and Standard Operating Procedures. Key skills include excellent communication, problem-solving abilities, and experience in travel-related fields.

RESPONSIBILITIES

• Develop and maintain strong relationships with clients, understanding their unique requirements and ensuring their satisfaction

• Collaborate with clients to identify opportunities for service enhancements and provide solutions to meet their goals

• Coordinate with internal departments to ensure the timely and effective delivery of services to clients

• Monitor client accounts, track performance metrics, and analyze data to identify trends and areas for improvement

• Prepare and present regular reports to clients, summarizing service performance, achievements, and recommendations

• Resolve client inquiries, concerns, and issues promptly and professionally

• Collaborate with the sales team to identify upsell and cross-sell opportunities within existing client accounts

• Ensuring each position is covered and all requirements of the contract are met

• Maintaining accurate timekeeping for payroll purposes

• Assisting with tip reporting (if applicable), call out logs, records, passenger logs, electronic passenger assist by staff on shift or any required forms

• Ensuring all incoming staff members have on-the-job training

• Communicating with airlines and other customers to provide exceptional customer service

• Ensure staff is meeting safety standards

• Counseling, Coaching and Participating in Disciplinary Actions

• Demonstrate regular, predictable attendance at job location

• Collaborate with the sales team to identify upsell and cross-sell opportunities within existing client accounts

• Perform any additional duties as assigned by management

QUALIFICATIONS

• 18 years of age or older

• Eligible to work in the United States

• Must have a valid state-issued driver’s license with an acceptable driving record

• Communicate effectively in English (reading, writing, speaking)

• Bilingual in English/Spanish a plus

• 2 Years of Customer Management or Sales Experience

• Knowledge of the Aviation Industry

• Intermediate/Highly proficient Word, Excel, PowerPoint, Outlook

• Ability to access and interpret information in print and electronically, including the use of electronic devices including IPads/Tablets, Computers, and Mobile Devices

• Effectively communicate with colleagues and clients, both in-person and through electronic means

• Pass a background check and drug screen

• Eligibility to acquire needed credentials and clearances (FAA, TSA, Port Authority, U.S. Customs and U.S. Postal- as applicable)

• Airlines are 24/7, so we need our team members to be flexible to work various shifts including nights, weekends and holidays

• Must be flexible to work extended hours on occasion to support our field operations

To perform this job successfully, an individual must be able to perform each essential requirement satisfactorily. The requirements listed above are representative of the work environment, knowledge, skill, and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.

PHYSICAL ACTIVITY/WORKING CONDITIONS MAY INCLUDE:

• Ability to lift up to 25 pounds

• Position is generally sedentary, sitting for long periods of time

• Be able to hear and respond to the spoken voice and to audible alarms

• Tasks may involve repetitive motions of the arms, wrists, hands and/or fingers

• Specific vision abilities required for this job include: Close vision (clear vision at 20 inches or less); distance vision (clear vision at 20 feet or more); peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); depth perception (three-dimensional vision, ability to judge distances and spatial relationships); ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)

The pay rate listed on this post is what the company reasonably expects to pay for this position. However, individual compensation may vary based on factors including qualifications, skills, competencies, education, and experience.

PrimeFlight Aviation Services, Inc. is proudto be an equal-opportunity employer. All applicants and employees are considered and evaluated for positions at PrimeFlight Aviation Service, Inc. without regard to race, ethnicity, religion, color, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state/province, and local laws.

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Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.