CORP - Customer Relationship Management (CRM) Support Specialist Job

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Why You'll Love This JobHeadquartered in Plano, Texas, Atlantic Aviation welcomes customers at more than 100 fixed base operator (FBO) locations - from the Hawaiian Islands to Caribbean islands and all points in between throughout the US. We offer a wide range of aircraft ground handling and flight hospitality services, including fueling and line services, hangar and ramp storage, modern executive terminals for passengers and crews, and much more. We are firmly committed to diversity, equity, and inclusion throughout our network and aspire to be the employer of choice in our dynamic segment of aviation. We invest in enhancements to our safety, service, technology, and strategic infrastructure in order to provide more choices, improved experiences, and better value for customers. Atlantic Aviation intends to lead the way to a more sustainable future for business and general aviation. Atlantic Aviation is "local everywhere" - providing a safe, friendly, and familiar experience across North America. To learn more about Atlantic Aviation or to make a reservation at any of our 100+ FBOs, visit AtlanticAviation.com.

Website

http://www.AtlanticAviation.com

This role will be part of the Commercial team at Atlantic Aviation. She/He is responsible for supporting Commercial efforts by owning and optimizing the customer database and Customer Relationship Management system(s). This role will include responsibility for maintaining comprehensive and accurate customer information, including company name, parent/child relationships, key contact information, fleet details, FBO decision-making criteria, payment options/terms and client preferences. This individual will manage customer accounts by establishing a robust pricing implementation process, creating network wide billing guidance, and provide Atlantic field facing support for these accounts. She/he will require both the analytical and administrative capabilities to effectively manage and wield large datasets to ensure data completeness and accuracy as well as the intellectual curiosity to identify new and better ways to identify customer decision-makers and gather their relevant details. This individual is passionate about improving interactions with our customers from initial sales through post-trip engagement. She/he will have a strong aviation operations mindset to support broader Commercial objectives as they arise. The individual will report to the Manager of Commercial Support and Customer Strategy, but will also work alongside different layers of the organization, e.g. Director- Revenue Management, VP Yield Management and Customer Strategy, CCSO, Operations, Finance teams, etc. The Atlantic Aviation team is agile and collaborative, we align to make cross-functional strategic decisions; the ideal candidate fits seamlessly into our performance driven culture. Position will be located in Plano, TX.

Key Responsibilities:

• Maintaining accurate customer contacts within internal (JetStream) and external CRM systems, including clear visibility between customer contacts and trip contacts
• Regularly reviewing accounts and working with relevant JetStream/ BI teams to make necessary updates to parent/ child relationships, customer mergers, dormancy, etc.
• Conducting extensive customer research both to confirm accurate contact details and to help identify key decision-makers, to maintain accurate up-to-date databases.
• Maintain customer segmentation database including both sales and service delivery criteria, while participating in the ongoing development of new and evolving segmentation criteria
• Work closely with other Commercial team members to ensure clear and effective customer comments within JetStream
• Manage customer Price Feed list including its expansion to increasing number of new customers; maintain records of all outside vendors receiving Atlantic price feeds on behalf of specific customers
• Communicate directly with customers as necessary to maintain accurate account details, coordinating closely with other sales and support teams to ensure continuity in communication
• Coordinate closely with Sales and Customer Experience teams on Global Partner relationships, partnership expansion opportunities, contract compliance, and operational needs
• Identify areas for improving CRM processes and workflows to enhance effectiveness of customer touchpoints and process efficiency
• Ad hoc internal research projects to support initiative direction and design, including use of Operational Database and PowerBI reporting
• Collaborate with all business functions, particularly Operations and Finance, and effectively communicate concepts clearly in oral and written forms; engage professionally and transparently with team members at all levels of the organization

Qualifications and Skills:

• The ideal candidate is intellectually curious, analytical, technically savvy, operationally astute, performance-driven and highly collaborative. We seek an engaging team player who takes ownership of responsibilities with minimal supervision and consistently demonstrates integrity, responsibility, care, passion and innovative spirit.
• Minimum 2+ years' experience in FBO management preferred; established relationships with key clients or previous CRM experience a plus
• Proficient in Excel, Word and PowerPoint, internal reporting sources included PowerBI reports and JetStream database
• Skilled at reading and interpreting contracts
• Independent thinker and self-motivated worker with advanced planning, organization, critical thinking, decision-making, attention to detail, and communication skills
• May be required to travel to attend training/meetings, work with onsite personnel, or manage special projects

Compensation & Benefits:

• Competitive salary and incentive compensation, commensurate with market / experience
• Collaborative and collegial working environment
• Excellent company-provided benefits package including paid time off, 401(k), contributory medical and other insurance plans