Account Manager

The Account Manager must effectively interact, collaborate, and partner with numerous other functions within the company including client services, revenue management, scheduling, operations, and sales and must also solidly establish themselves as a trusted customer service advocate and subject matter expert on service operations, membership contents and benefits, and corporate travel.

Your Responsibilities

Customer Service and Trip Management--80%

• Understands assigned the customer trip needs and articulates options to best suit individual customer requirements including the booking of trips, providing catering options, and ground transportation needs
• Manages trips from start to finish, including Booking, Trip Management, and post-trip functions
• Provides proactive and immediate customer communications with respect to aircraft delays, cancellations, weather updates and customer specific trip logistics
• Monitors the effective coordination of all catering, on-board service items, specific customer requests and ground transportation arrangements
• Knowledgeable with respect to all required and pertinent client details to ensure a seamless customer service experience, including Salesforce preference updates.
• Directly coordinates and communicates any revisions that occur related to changes in scheduling or aircraft availability in a timely fashion
• Ensure all systems are updated in a timely manner to reflect correct itinerary details for client, operations, operators, crew members, and finance teams
• Provide a report for every trip to reflect the client experience

Proactive Account Management--15%

• Maintain Membership Retention and Revenue growth of our Membership Clients
• Reconciliation of trips, collection of invoices and scheduling pre-payment
• Developing relationships with clients and Executive Assistants
• Minimal travel to sales events/customer and client sites
• Available on call as needed/required to support servicing processes
• Builds a cadence with clients to review flying profiles, preferences, and any concerns

Performs other duties as assigned--5%

• Account Managers may be asked to assist in various projects related to process enhancements and vendor relations
• Providing reporting on client data
• Assist in creating presentations both for clients and for the organization

Competencies

Given the level of the individual contributor position within the company, expectation is the individual contributor demonstrates a proficient level of the following proficiencies/competencies.

• Plan and organize work: This role requires the ability to create and use logical, systematic processes to achieve goals. Having the ability to visualize the steps needed to reach a goal and naturally organize the process, modifying, as necessary.
• Interpersonal communication: Effectively communicate, develop, and foster strong working relationships with drives team growth, engagement, and productivity.
• Collaboration: Working together to a common purpose to achieve team and business benefit. Enables individuals to work together to achieve a defined and common business purpose.
• Deliver consistent results: Follow through on tasks and goals so that support team/operations success and improvements.
• Job Knowledge/Technical Knowledge: Level of expertise in job and the extent to which new information and skills are applied. Understands work responsibilities and adds to knowledge and skills.
• Technical work: Must have experience working on a computer or a laptop to be able to navigate through CRMs, flight operating systems, emails, and propriety tools that generate invoices and itineraries for XO Customers.

Supervisory responsibilities

This position will not have direct reports.

Work environment

The primary work environment is in the office area. The noise level in the work environment is low to medium.

Physical demands

The physical demands of this position are typical of office environment.

Travel required

This position will be less than 10 % Travel

Required Skills, Qualifications, and Experience

• Bachelor’s Degree Required
• Minimum of five years of Account Management/Customer Service Experience
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multitask, prioritize, and manage time effectively
• Excellent communication and presentation skills
• Advanced Excel and Microsoft Office skills

Affirmative Action/EEO statement

XO Global is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

We offer excellent benefits that include medical, dental, vision insurance, paid time off, 401(k) with a company match, and much more!

XO is a drug-free workplace. All offers of employment are contingent upon the completion and passing of the compliance process.

We are an E-Verify employer.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Ability to commute/relocate:

• Fort Lauderdale, FL 33309: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Customer service: 5 years (Required)

Work Location: One location