Account Manager, Specialty Teams (NJUS)

About the role

As Owner Services Account Manager, Specialty Teams, you oversee 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. You will build deep Owner connections by applying acquired knowledge of each Owner to personalize service and anticipate, meet, and exceed the Owner's needs. You are proactive in recognizing and resolving Owner issues while providing Owners with timely and accurate communication. The Account Manager has knowledge and authority in decision making and problem resolution, and conducts escalated Owner follow-ups.

Responsibilities

• Primary point of contact for a group of strategically aligned accounts.
• Partner with the Service Executive, Manager, and Sales Teams to develop a deep understanding of Owners.
• Develop and maintain 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.
• Act as a trusted advisor for seasonal, domestic, and international travel restrictions.
• Become an expert on current and future NetJets products and promotions, aircraft fleet, and network of logistics solutions (e.g., transportation, catering).
• Review upcoming flight activity and make recommendations to the Owner regarding contract utilization.
• Resolve issues related to the Owner's account profile, flight planning, and all other special arrangements.
• Use discretion to book back-up aircraft(s), catering, and/or ground transportation when necessary to ensure a seamless flight experience.
• Assume responsibility and accountability for escalated Owner issues with the goal of immediate resolution.
• Lead follow-up discussions with accounts based on open issues, Owner feedback, and Owner surveys; extend service credits as necessary.
• Effectively manage communication to leadership at all levels as necessary.

Requirements

• Bachelor’s degree in Aviation or Hospitality.
• 4–6 years of relevant experience.
• Proficient in all areas of the Account Manager position, with a positive performance track record in all metrics (individual and team).
• Able to balance Account Management responsibilities with current day tasks and issues while 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 needed.
• 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 clearly and effectively to all levels of employees, leadership, Owners, and vendors.
• Strong PC skills including MS Office Suite (Word, Excel, PowerPoint, Outlook) as well as working knowledge of internal software systems.
• Ability to work a flexible schedule.
• Occasional travel may be required.

Benefits

• Comprehensive medical, dental, and vision benefits with robust nationwide provider networks (many at no cost to employees).
• Healthcare advocacy and Employee Assistance Program.
• Flexible Spending Accounts and Health Savings Account with annual employer contribution.
• Wellness programs and discounts.
• Paid Time Off and Parental Leave of Absence.
• Life and Accident Insurance.
• Voluntary benefits including financial protection plans, legal plan, identity theft protection, and pet insurance.
• 401(k) plan with a 67% employer match on every dollar contributed.
• Short- and Long-Term Disability coverage.
• Family and caregiving support.