Customer Account Manager

$50,000 - $60,000/Yr

Specialists Group - Wichita, KS

Full-time

Wichita, KS

Administrative and Support Services

About the position

The Customer Account Manager role is focused on enhancing customer experience and nurturing client accounts for an educational provider in the aviation industry. This position requires a strong emphasis on customer service, relationship management, and understanding client needs to drive growth and ensure customer success.

Responsibilities

• Serve as an expert on our products/services, understanding features, capabilities, and potential use cases for each type of account.
• Present a positive, empathetic, and professional attitude toward customers to earn and maintain their trust.
• Cultivate and manage client relationships to maximize the value of our products through understanding their business objectives.
• Become a trusted advisor, guiding customers through onboarding, training, and ensuring ongoing success.
• Drive growth within existing accounts through proper alignment of needs to our products/services.
• Understand customer needs and identify opportunities for additional product/service use.
• Provide prompt and professional support to clients via phone and email; accurately document each interaction in our CRM software.
• Identify and address concerns, proactively identify customer needs and recommend solutions to maximize the value they receive.
• Collaborate with internal teams to ensure customer success strategies are effective and provide a seamless customer experience.
• Resolve product or service problems by clarifying the customer's complaint and determining the cause of the problem.
• Take ownership of projects and initiatives, demonstrating initiative and autonomy.
• Conduct periodic client check-ins via phone, email, video call.
• Represent the company at industry events.

Requirements

• 2+ years of customer success, service, or account management experience.
• Strong skills in active listening, problem solving, researching, analyzing information, and organizing complex material.
• Ability to handle multiple priorities as both an independent and team player.
• Strong communication skills and a customer-first mindset.
• Familiarity with systems and best practices in customer service.
• Commitment to excellence, bias for action, with exceptional organization and attention to detail.

Nice-to-haves

• Deep understanding of the aviation industry and the aviation alphabet lexicon.
• Proven track record of maintaining and growing customer relationships.
• Coursework or practical experience in aviation.
• A pilot certificate (private pilot or greater).

Benefits

• Competitive salary
• Comprehensive benefits package