Tracware is a global software developer.
If you are an enthusiastic and driven individual with a passion for client engagement, we encourage you to apply for our Customer Account Manager position This is an exciting opportunity to join a future-focused company, working closely with our team to support and grow our client base while ensuring satisfaction with our industry-leading aviation software solutions.
Job Description: The Customer Account Manager reporting to the Operations Manager, will work closely with the Client Support and Sales teams.
This role is responsible for managing client relationships, addressing client needs, and supporting implementations and training.
The ideal candidate will be self-motivated, capable of working remotely, and adept at building strong client relationships.
You will be instrumental in ensuring that clients derive maximum value from Tracware's products and services, contributing to the overall growth of the business.
Key Responsibilities: Manage assigned client accounts, focusing on maintaining and growing key relationships.
Address client support needs, particularly those related to financial transactions and Aerotrac usage.
Conduct quarterly account reviews to ensure customer satisfaction and identify potential upsell opportunities.
Lead training sessions, both online and on-site, to help clients understand and fully utilise Tracware's software products.
Support the implementation of new installations, visiting client sites as needed.
Work closely with the Support Engineers and other internal departments to resolve client issues.
Identify opportunities for upselling and cross-selling additional products and services to clients.
Key Performance Indicators (KPIs): Maintain a 90% client satisfaction rate in quarterly reviews.
Achieve growth in key accounts by identifying upsell opportunities, targeting a 10% increase in account value annually.
Conduct a minimum of 4 online training sessions and 2 on-site sessions per quarter.
Respond to and resolve 95% of client support issues within SLA timelines.
Qualifications: Experience in the aviation industry, ideally in an MRO environment is essential.
Strong communication skills with the ability to build and maintain client relationships.
Self-motivated and able to work remotely while integrating effectively within a team.
Willingness to travel, both within the UK and internationally, as required.
Previous experience working within an aviation PCS/ERP software provider is preferred Working Hours: · 37.5 hours per week, Monday-Friday · Occasional weekend work when required · Flexible working hours required, regular travel within the UK and abroad.
· Attendance at company meetings/events as requested Salary & Benefits: · Basic Salary: Competitive - experience dependent.
· OTE: £50,000 (Commission paid on successful delivery of KPI's) · Travel: Required as part of the role, UK and Internationally.
· Commission: Paid quarterly in arrears.
· Benefits: Private healthcare option and pension contribution.
If you are interested in this exciting opportunity to lead Product Implementation's, please apply through the link directly.