Key Account Manager

Purpose of Position

The Key Account Manager is responsible for building strong relationships, meeting the unique demands of the Owner, adding value to the relationship with the key Owners and encouraging customer loyalty. The Key Account Manager is responsible for partnering with internal departments to ensure seamless communication to the key Owners. The Key Account Manager is responsible for ongoing Owner care with the goal of developing and nurturing exceptional Owner relationships for key accounts. The Key Account Manager uses acquired knowledge of each Owner to personalize the service and to anticipate, meet, and exceed their needs. The Key Account Manager is proactive in recognizing and resolving Owner issues and problems and provides Owners with timely, accurate, and appropriate communication. The Key Account Manager is the single point of contact for the key Owners throughout the Company to offer appropriate solutions to travel (fractional, Charter, ownership, card). The Key Account Manager is available 24/7 as dictated by the key Owner's schedules and will travel up to 25% for various events.

Tasks and Responsibilities

• Key Owner relationship management: Manages and maintains relationships with Owners, internal and external business partners by being a trusted consultative partner. Develops and maintains successful relationships with Owners while providing zero defects, as well as consistent and personalized service for the management of every flight and interaction. Reviews upcoming flight activity and is proactive in communication with all concerned parties. Obtains a detailed understanding of the Owner's needs through research, analysis and direct experience and is able to communicate to the Owner how those needs are met via Company products and services (including fractional, card, managed jet and charter programs). Proactively monitors Owner flight activity to minimize and resolve service disruptions, communicate and champion Company value through service victories and other Company optiosn. Through research, analysis, and building of relationships, obtains a detailed understanding of the Owner’s needs and articulates how such needs and goals are achieved by Companys products and services. Effectively communicates any changes regarding the Company options to Owners. Communicates to Owners about all Owner events and manages Owner attendance.
• Tactical support and trip planning: Primary point of contact (with no direct supervision) for preparing trip itineraries to include documentation for all new reservations, confirming both arrival and departure reservations with the Owner and/or their staff, verifying catering requirements, ground requirements and ensuring all special requirements are correct. Resolves issues related to the Owner's account profile, flight planning and other special arrangements to create a seamless flight experience. Uses discretion and makes informed judgment calls related to account flight activity, such as which aircraft on which a trip should be booked.
• Resource management: Has a detailed understanding of aviation and aircraft performance. Manages work tools including phone systems, email boxes and Intellijet. Maintains cross-departmental knowledge and relationships including Fleet Maintenance, Accounting, Crew Training and Flight Operations. Maintains relationship with crew members of assigned key accounts. Creates, implements and maintains business reports to meet owner specifications.
• Regularly communicates with the Owner via phone, e-mail, and in-person meetings to obtain feedback. Uses the feedback to lead discussions with internal team members to ensure Owner’s remain loyal to the Company. Stays informed of changes to Owner and Owner’s industry and address any changes with a solution-based approach. Conducts Owner visits, partners with Owner Services and manages special projects as assigned.
• Escalation / Follow-up: Assumes responsibility and accountability for escalated Owner issues with the goal of immediate resolution. Follows up on any/all open issues as soon as practical, solicited and unsolicited Owner feedback received via surveys, email, letter or phone. Communicates within the NetJets and Executive Jet Management organizations for transparency and resolution on all issues.
  
• Note: 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 full list of essential job functions, please refer to the essential functions worksheet for that position.

Years of Experience

Knowledge, Skills, Abilities and Other (KSAOs)

• Must have achieved proficiency in all areas of the Account Manager position.
• Demonstrated competency with all Owner Services team positions / job duties and shifts.
• Demonstrated leadership skills with strong ability to partner and manage both internal and external relationships in a professional and service-oriented manner.
• Exhibits a high level of maturity and self-confidence, relying on exceptional intuition and judgment
• Has the ability to change direction quickly, and stay calm under pressure, particularly with tight timelines
• Proven ability to work effectively in a team environment with the confidence to comfortably and proactively take a lead role when the need presents itself.
• Strong verbal and written communication skills
• Detail oriented with a proven ability to prioritize multiple objectives in a dynamic environment.
• Must possess the ability to work current day tasks and issues while concurrently focusing on ways to provide consistent, proactive service to Owners.
• Proven ability to independently recognize and address potential operational issues and offer ideas for areas of improvement.
• Proficient PC skills including MS Office applications and strong working knowledge of NetJets specialized software including but not limited to IJet II
• Ability to comfortably and effectively make on-demand decisions with little to no supervision.
• Must be available 24/7 to ensure high level of service.