JetStream Account Manager

JetStream Account Manager

Cirrus Aircraft's Mission is to deliver an aviation experience that is the pinnacle of innovation, quality, and safety to our customers. Cirrus Aircraft is the recognized global leader in personal aviation and the maker of the best-selling SR Series piston aircraft and the Vision Jet, the world's first single engine Personal Jet and recipient of the 2017 Robert J. Collier Trophy. Founded in 1984, the company has redefined performance, comfort and safety in aviation with innovations like the Cirrus Airframe Parachute System (CAPS) the first FAA-certified whole-airframe parachute safety system included as standard equipment on an aircraft. To date, worldwide flight time on Cirrus aircraft has passed 16 million hours and over 250 people have returned home safely to their families as a result of the inclusion of CAPS as a standard feature on all Cirrus aircraft.

Job Summary

Responsible for creating and nurturing long-term relationships with Vision Jet Owners, Accountable Managers, and Pilots to maintain their enrollment in Cirrus' JetStream Program (and other programs offered for the Vision Jet). JetStream provides Vision Jet Owners with crucial benefits to streamline a simplified and predictable cost of ownership. The Account Manager executes all aspects of the JetStream Renewal Processes, provides customer support during the contract term, assists with troubleshooting, and is a constant line of communication for customer, service network, sales, accountable managers, and pilots.

A JetStream Account Manager is the dedicated resource and advocate for the customer. This role navigates internal and external networks to seek out additional subject matter experts who can provide favorable or required outcomes under the JetStream terms. The Account Manager may act as a single-point-of-contact to engage other resources within Cirrus or with our suppliers, ASC/FSC network, vendors, and more to assist customers in resolution of problems, questions, or concerns. This role aids Cirrus in fulfilling its requirements under the agreement and by promptly notifying our customers of new technical bulletins that are relevant to their ownership of the Vision Jet. The Supervisor of this team oversees all members of the team and enables the team to reach KPIs and goals.

This candidate is experienced, knowledgeable, and competent in making repetitive program sales that serves both the interest of the customer (long-term savings with low up-front commitment) and the interest of the organization (long-term commitment within up-front purchase). Knowledge is required of the program offerings, and sales techniques and negotiation theories to ensure 100% take-rate of the program. This person has been in the Account Management Team, met all metrics for progression, and is the leading subject matter for the program product.

This role coordinates and works closely within multiple parts of the organization and partners of the organization: Field Service, Service Center Partners, Training Partners, Pre-Owned Sales Partners, External & Internal Sales Teams, and Flight Scheduling.

A JetStream Account Manager is a subject matter expert on Vision Jet related subscriptions and programs, including the JetStream program benefits, features, terms, and other related features and enrollments such as Wi-Fi, TAP Blue, Sirius XM Audio & Weather, Jeppesen and Garmin Connext.

Duties and Responsibilities:

• Manage every customer's experience from delivery until they leave the brand, to ensure our customers are relationally connected to the organization, fully educated about Vision Jet ownership, and supported with all necessary tools for success.
• Streamline as many parts of ownership as possible to make the transition from piston SR ownership to jet SF ownership seamless, simple, and cost predictable.
• Engage regularly with your customers after delivery regarding upcoming service visits, Service Bulletins that apply to their aircraft, JetStream inclusions, upcoming Cirrus events, subscription use, the renewal process, and any escalations that may arise during ownership journey.
• Liaison between technical teams and the customer to ensure customer is well-informed, and understands all elements of the work being done, and any resolutions to be employed.
• Receive and respond to escalated customers with utmost professionalism and continue supporting the customer with a calm and productive demeanor.
• Ensure all contracts within the JetStream Agreement are updated and renewed within the program limitations (Jeppesen Charts, Garmin Charts, Wi-Fi Data, Sirius XM Audio & Weather, Garmin Connext, and Williams International TAP Blue)
• Collaborate with Parts, Field Service, FSC service teams, Upgrades and Aftermarket, Sales Team, and more to ensure the quickest and highest quality support of our SF50 customers.
• Daily use and integration of SalesForce, Docusign, ERP, Microsoft Office, Marketing Cloud, AutoCloud, Adobe Acrobat, Box, and Power BI.
• Manage all customer events that take place through Cirrus VPO (ConVerge events, fly-ins, Sales Expos, and more)
• Close collaboration with the Escalation Committee for determining best route to resolve the customer experience after the aircraft is RTS.
• Provides deep knowledge of customer account and projected solutions in escalation towards resolving customer relationship to the brand following major events in ownership.
• Process payments and update invoice and spreadsheets related to the Renewal Process.
• Sell the terms and benefits of the JetStream Program each year through renewals, events, and briefings to ensure constant completion of renewals.
• Prepare all documentation, present and review with customer for signature
• Facilitate opportunities to gather information to improve and enhance the customer experience.
• Coordinate with Cirrus Finance or other Finance company to ensure that JetStream requirements are being met to retain financing.
• Meet annual KPIs for renewals, cash revenue collected, and escalations managed.
• Strategically support customers in a variety of dynamic and technical situations.
• Properly prioritize customer cases by determining the nature of their mission, the customer 'ask', the availability of Cirrus resources, and follow the Field Service Process: Fix the plane first, then fix the customer.
• Take ownership of high-level projects that become available for organizational or product improvement.

Qualifications:

Education Requirements:

• Required: Bachelor's Degree in Business, Business Admin, Aviation, Management, Hospitality, or related field

Experience Requirements:

• 3 years of customer service, marketing, sales, hospitality and/or aviation required
• 1+ years of Sales Experience (renewal sales preferred), meeting KPIs, experience with cross-selling, upselling product required
• 2-3 years experience with the following systems: Microsoft Office (Excel, Word, PowerPoint), Adobe Acrobat, DocuSign, SalesForce, Power BI, Mass Communication System (preferably Marketing Cloud) Required
• Strong organizational and time management skills

Competencies:

• To perform the job successfully, an individual should demonstrate the following competencies:
• Drives Results: Consistently achieves results, even under tough circumstances.
• Ensures Accountability: Holds self and others accountable to meet commitments.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Optimizes Work Processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.

Ensures Exceptional Customer Service:

• Energize the Cirrus Service Essentials
• Anticipates guests' needs and responds promptly.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Handles guest problems and complaints.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Empowers employees to provide excellent customer service.
• Strives to improve service performance.

Cirrus provides a range of exciting benefits, including:

• 401(k) Plan: Dollar-for-dollar match up to 5% after 90 days, with 100% vesting.
• Employer-Paid Coverages: Group term life, short- and long-term disability insurance.
• Comprehensive Health Coverage: Medical, vision, dental, with additional dependent coverage options.
• Free Health Tracking: With rewards for meeting health goals.
• Generous PTO: 120 hours accrued within the first year.
• Employee Referral Bonus: For referring talented candidates.
• Career Development: Tuition reimbursement and professional growth opportunities.
• Exclusive Discounts: Access to partner