Customer Account Manager, APAC

Customer Account Manager, APAC

Department: Global Sales

Employment Type: Contract / Temp

Location: Headquarters

Description We are seeking a highly motivated Customer Account Manager for the Asia Pacific market to oversee existing client relationships.  Your primary focus is on Civil Aviation, Air Navigation Services Providers, and other Aviation verticals. The successful candidate will ensure satisfaction and drive business growth by maintaining close client contact, identifying potential enhancements, and resolving incidents as they arise. 

As the Customer Account Manager for Asia Pacific, you will be reporting to the Asia Pacific Director of Sales.  This role is responsible for managing key accounts and acting as the primary point of contact for customers. You will be working closely with internal teams to deliver solutions that meet customer needs.

Key Responsibilities What you'll do

• Act as the main point of contact for Aireon Asia assigned customer accounts, addressing inquiries, concerns, and requests promptly
• Understand client needs, goals, and challenges to propose tailored solutions and services, ensuring customer satisfaction, retention and growth
• Resolve customer issues efficiently, escalating when necessary
• React to customer demands and coordinate with internal teams at different time Zones in the world (USA/Europe/Asia)
• Identify opportunities for upselling and cross-selling products or services
• Collaborate with internal sales, product, and support teams to ensure seamless customer experience
• Support Sales team in commercial activities to existing and new customers, including preparation of proposals
• Participate in conferences, shows, delivering Aireon presentations on products, and identifying potential sales
• Stay updated on industry trends, company offerings, and competitor activities
• Ability to travel up to 50%

Skills, Knowledge & Expertise

• 5 years of experience in the aviation industry, (Air Traffic, Airlines and Airports data ecosystem in Asia). Previous roles towards/within ANSPs/CAAs (Civil Aviation) will be highly considered 
• Proven technical knowledge of Air Traffic technologies, Networks, and Data Subscription services to Aviation Stakeholders in the region
• Successful record as Customer Support/Customer Success, After Sales service manager in cross-functional organizations
• Experience in procurement process, RFP/bids. Preparation of Budgetary proposals
• Ability to work autonomously
• University degree in Business, Aviation, Engineering or another relevant field

Desired Qualifications

• Existing network of customers in Asia in the ANSP/CAA/Aviation domains
• Knowledge of SATCOM industry, Space-Based solutions to Aviation, Surveillance technologies for aviation

You are customer-centric. Be a partner with the customer, understand their needs, and incorporate them into every aspect of our service and interactions.

You are dynamic, enthusiastic and creative thinking.  You are a team player with cross-functional collaboration skills, ability to accept mistakes, speak up when something seems wrong, and combine safety-mindset into our innovations.

You strive for results. Action-oriented and goal-oriented in your decision-making process, Resilient, adaptable, and proactive in pursuing opportunities, with a hunter's mindset.

You are collaborative. You're a team player who puts the interest of the team above your own. You invite, respect, and integrate diverse ideas, styles, and preferences every day. You display a positive attitude, are open, and enjoy contributing to the team with your 'out of the box' thinking.

You are able to work independently, being results-driven, while managing multiple accounts and prioritizing effectively. You have strong organizational and time-management skills, and no need to be micro-managed.

In the first month we'll expect you to…

• Get onboarded and train with your manager. 
• Get acclimated into the role. Understand the tools and different stakeholders
• Overview of existing accounts, customers and priorities.
• Introduction to customers (external) and team members (internal). 
• Understand Aireon ATS products, value proposition, market differentiators, etcetera.

  At 3 months we'll expect you to…

• Understand existing customer project status, key topics and priorities. Risks and mitigations.
• Mid-term and long-term sales plan in combination with sales team. 
• Customer visits, support RFP preparation of opportunities.
• Be able to proactively detect and mitigate risks, as well as propose new solutions to customer issues in combination with internal team.

At 6 months we'll expect you to…

• Prepare a long-term After Sales and Customer Success plan for the Region.
• Proactive engagement with key customers, proposing add-on to existing solutions.
• Understand potential industry partners and what added value can provide to existing customers.
• Participate in relevant industry events, presenting customer Aireon products.
• Being identified as part of the Aireon team, having built relationships with both our Internal Aireon members and our customers.

 At 12 months we'll expect you to…

• Manage the assigned region of Customers, with the highest level of autonomy.
• Identified priorities and growth areas in a cross-functional scheme of customers vs. products.
• Generate successful cases of customer satisfaction with existing customers, by providing support and fixing issues and incidences.
• Created, activated and potentially achieved a pipeline of extensions, upsells and add-ons to existing customers.

Aireon Asia Pacific is a fast-pace and growing team. We have an enthusiastic mindset, maintaining close relationships both internally and with our HQ teams. We work in a rather 'flat hierarchy' , where we welcome proactivity, working beyond the 'last mile' while having a flexible and balanced work-life. Members based in Singapore, Bangkok and Melbourne; we maintain constant updates on customer and industry, with regular online meetings as well as in person.

Job Benefits

• Premium medical, dental and vision plan
• Life Insurance and AD&D
• Short Term and Long Term Disability 
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement 401K plan with Employer Matching
• Education Assistance and Tuition Reimbursement
• Paid Time Off, Sick Leave, Floating Holidays
• Paid Parental Leave
• Company Sponsored Events
• Employee Referral Program

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