Job type full-time
Full job description
Client services manager why we need you – the mission
Atp is a global information services and software company that exists to make flying safer and more reliableOur products help reduce operating costs, improve aircraft reliability, and supports technical knowledge sharing and collaboration within the general and business aviation, military/defense, commercial aviation, and oem industriesWe have deployed solutions for multiple fortune 100 companies, supporting more than 75,000 aircraft maintenance professionals worldwideAtp has more than 7,500 customers in 137 countries, with nearly 50 years of experience in the information services and software industriesA few months ago, we acquired flightdocs, a leading provider of cloud-based maintenance, inventory, and operations softwareAs a client services manager you will be responsible for owning the relationship for all accounts within your region, identifying opportunities for increased system implementation and in general ensuring customer satisfaction across the regionYou will work across our organization – with marketing, sales, finance, product and engineering - to make certain that all company efforts are properly tailored to meet customer needs and expectations.
What you`ll accomplish
Objective #1: in your first 45 days, develop a deep understanding of the aviation maintenance issues that matter most to our customers and how atp’s suite of products can help solve them.
Gain an understanding of atp’s internal processes and how we serve our customers.
Spend time within various company departments to expedite education of the flightdocs product as well as our internal process for customer information management.
Develop and execute an outreach plan to all customers for introductions, potential issue identification and surfacing any opportunities for increased system usage.
Objective #2: in your first 90 days, become a subject matter expert (sme) in the flightdocs offering and develop a deep understanding of your region and your customers
Demonstrate a mastery of all flightdocs products, integration partners, market segments best served and competitor offerings.
Understand your territory and any opportunities for strategic growth and an expended presence within your territory.
Begin to meaningfully contribute to sales presentations as an industry and platform technical expert.
Conduct system trainings for customers as needed.
Objective #3: in your first 6 months, become the voice of the flightdocs customer to all internal stakeholdersGenerate and implement ideas for process and product improvementSuccessfully liaise between all company departments to ensure account health and system utilization is increasing.
Identify opportunities within region for product upsell or cross sell.
Take active roll in system implementation and product adoption for all new customers.
Manage all renewal activities within territory.
Serve as primary point of contact for customer escalations and/or issues.
Improve retention and renewal metrics.
Who we’re looking for - the personal competencies that matter
Skilled communicatorProven competencies in written and oral communication are a necessityAbility to handle presentations to large and small audiences, remote or in personCapable of relaying value, showing empathy and inspiring confidence through all communication mediumsPassionThe client services manager must meet all challenges with dedication to our customers successThis is best achieved by those that show passion towards our products, our industry and the overall well-being of our customerAdaptabilityNo two customers are alike, nor are their needsThe incumbent must be able to identify issues, pivot quickly, define solutions and drive results while always maintaining the relationship and reputation of a trusted advisorCollaborativeThis position demands much collaboration across the organizationSuccessful individuals are able to work in partnership with internal departments to ensure that any pending deliverables are met on timeHow we work – the core values that define our culture we are at our best when we:
Are selfless team playersWe work together to achieve our goals and we put the team ahead of ourselves.
Are driven to succeed exceedWe take pride in our work and in exceeding expectations.
Find a better wayBy seeking to understand the challenge, we work to improve the process and solution.
Are simplifiers (not complicators)We focus on solutions and not obstaclesWe take action and ownershipWe gather the right people in the room and drive to a solution.