APiJET is a Seattle-based pioneer in real-time aircraft data analytics and software products. Our team uses advanced algorithms and data streams to uncover hidden efficiencies, enabling our customers to operate more effectively and reduce their environmental footprints. We work across diverse areas of aviation and technology, including airplanes, cloud computing, avionics, NASA technologies, and in-flight connectivity systems, in challenging operating environments. If you are interested in something new and challenging about the status quo, check us out!
We are seeking an experienced and dynamic Engagement Account Manager to serve as the main point of contact for our existing airline clients, including interfacing with airlines’ operations centers, flight operations, and other flight management groups. This role has additional responsibilities in pre-sale airline analysis. The ideal candidate will manage a portfolio of client accounts, ensure our solution meets and exceeds their requirements, and deliver a high level of service throughout the customer lifecycle. You will work closely with cross-functional teams to drive product adoption, resolve issues, and identify growth opportunities. This is an exciting opportunity to play a crucial role in ensuring a positive experience for our airline clients and prospects while delivering innovative solutions to the broader airline industry.
Duties and Responsibilities
Client Relationship Management : Build and maintain strong trust-based, long-lasting relationships with key airline clients. Serve as their primary point of contact for all account-related inquiries. Customer Success : Ensure airlines adopt our solution and achieve their business objectives through its use. Develop logically sound plans for addressing gaps in success. Data-Driven Insights : Leverage your data expertise to determine areas for improvement in usage and application across an airline’s operation. Utilize analytics and data to identify areas where APiJET software can help improve airline operations or enhance customer satisfaction. Communicate these insights to both APiJET leadership and airline clients. Account Growth : Identify opportunities for upselling and cross-selling, working closely with the sales and product teams to drive new business within existing accounts. Negotiate and close incremental deals where appropriate. Issue Resolution : Act as a liaison between clients and internal teams to resolve technical issues, address service concerns, and ensure client satisfaction. Client Advocacy : Develop and further your understanding of airline clients’ operations and requirements. Understand each client's unique needs and advocate for their requirements within the company. Ensure clients’ needs are prioritized and addressed promptly. Performance Monitoring : Develop and maintain a weekly communication cadence with clients to assess their satisfaction, gather feedback, and track the performance of our solutions. Use this data to recommend improvements and ensure continuous value delivery. Collaboration : Work closely with cross-functional teams, including sales, product, and engineering, to ensure smooth communication and the successful delivery of solutions. Reporting & Documentation : Maintain accurate records of client interactions, account progress, and opportunities. Provide regular updates to senior leadership on account status and potential risks. Develop and own quarterly business review (QBR) cadence with clients and escalate potential issues as needed internally. Qualifications
A highly proactive thinker with a customer-driven solutioning mindset. Comfortable operating in a very fast-paced, start-up environment with limited resources. Education : Bachelor's degree in business, data analytics, or related field. Analytical ability to solve problems using various sources of data to form data-driven decisions. Attention to detail is key to success in this role. Experience: 3+ years of experience in a customer-facing environment with a minimum of 1 year of account management or client services preferred. Microsoft Excel - intermediate to advanced skill level. Familiarity with CRM software (Salesforce). Previous professional experience working in the airline sector is preferred. Experience documenting and communicating technical concepts to a variety of target audiences. Familiarity with Scrum and Agile process management best practices Adaptable, able to quickly pivot tasks based on priority. Previous on-site enterprise customer account management experience preferred. Must be a U.S. Person (U.S. Citizen or Green Card holder). This qualification cannot be waived.
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Client Relationship Management : Build and maintain strong trust-based, long-lasting relationships with key airline clients. Serve as their primary point of contact for all account-related inquiries. Customer Success : Ensure airlines adopt our solution and achieve their business objectives through its use. Develop logically sound plans for addressing gaps in success. Data-Driven Insights : Leverage your data expertise to determine areas for improvement in usage and application across an airline’s operation. Utilize analytics and data to identify areas where APiJET software can help improve airline operations or enhance customer satisfaction. Communicate these insights to both APiJET leadership and airline clients. Account Growth : Identify opportunities for upselling and cross-selling, working closely with the sales and product teams to drive new business within existing accounts. Negotiate and close incremental deals where appropriate. Issue Resolution : Act as a liaison between clients and internal teams to resolve technical issues, address service concerns, and ensure client satisfaction. Client Advocacy : Develop and further your understanding of airline clients’ operations and requirements. Understand each client's unique needs and advocate for their requirements within the company. Ensure clients’ needs are prioritized and addressed promptly. Performance Monitoring : Develop and maintain a weekly communication cadence with clients to assess their satisfaction, gather feedback, and track the performance of our solutions. Use this data to recommend improvements and ensure continuous value delivery. Collaboration : Work closely with cross-functional teams, including sales, product, and engineering, to ensure smooth communication and the successful delivery of solutions. Reporting & Documentation : Maintain accurate records of client interactions, account progress, and opportunities. Provide regular updates to senior leadership on account status and potential risks. Develop and own quarterly business review (QBR) cadence with clients and escalate potential issues as needed internally. Qualifications
A highly proactive thinker with a customer-driven solutioning mindset. Comfortable operating in a very fast-paced, start-up environment with limited resources. Education : Bachelor's degree in business, data analytics, or related field. Analytical ability to solve problems using various sources of data to form data-driven decisions. Attention to detail is key to success in this role. Experience: 3+ years of experience in a customer-facing environment with a minimum of 1 year of account management or client services preferred. Microsoft Excel - intermediate to advanced skill level. Familiarity with CRM software (Salesforce). Previous professional experience working in the airline sector is preferred. Experience documenting and communicating technical concepts to a variety of target audiences. Familiarity with Scrum and Agile process management best practices Adaptable, able to quickly pivot tasks based on priority. Previous on-site enterprise customer account management experience preferred. Must be a U.S. Person (U.S. Citizen or Green Card holder). This qualification cannot be waived.
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