Job Description

Summary:

We are seeking a Business Development Manager to enhance customer experience and nurture client accounts for an educational provider to the aviation industry.

Responsibilities:

Serve as an expert on our products/services; understanding features, capabilities, and potential use cases for each type of account.
Presenting a positive, empathetic, and professional attitude toward our customers to earn and maintain their trust.
Cultivate and manage client relationships to maximize the value of our products through understanding their business objectives.
Become a trusted advisor, guiding customers through onboarding, training, and ensuring ongoing success (defined as "when the client achieves their desired result though their relationship with us").
Drive growth within existing accounts through proper alignment of needs to our products/services (up/cross-sell and expansions).
Understand customer needs and identify opportunities for additional product/service use.
Provide prompt and professional support to clients via phone and email; accurately document each interaction in our CRM software.
Identify and address concerns, proactively identify customer needs and recommend solutions to maximize the value they receive.
Collaborate with internal teams to ensure customer success strategies are effective and provide a seamless customer experience.
Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution, and if applicable, attempt to persuade customers to reconsider cancellation or capture underlying reasons for cancellation and/or schedule 6-month follow ups to re-engage with cancelled clients.
Take ownership of projects and initiatives, demonstrating initiative and autonomy.
Conduct periodic client check-ins via phone, email, video call (learning the appropriate touch point and frequency for each).
Attempt to persuade clients to reconsider cancellation or capture underlying reasons for cancellation.
Represent us at industry events.

Qualifications:

2+ years of customer success, service, account management experience
Strong skills in active listening, problem solving, researching, analyzing information, and organizing complex material.
Independent and team player with an ability to handle multiple priorities.
Strong communication skills and a customer-first mindset.
Familiarity with our systems and best practices
Commitment to excellence, bias for action, with exceptional organization and attention to detail.
An innate and fundamental ability to think ahead of the client, to know when and how to pivot to things to best assist them.

Highly preferred: