Job Abstract

CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a “SaaS plus” model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,300 employees in 13 locations around the world.

CAMP’s relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.

FlightBridge, a subsidiary of CAMP Systems International, is the only online booking and management platform for the private and business aviation industry, connecting aircraft operators, Fixed Base Operators (FBOs) and vendors. FlightBridge makes it easy to book and manage concierge services such as hotels, rental cars, commercial airline tickets, catering and more, and communicate with Fixed Base Operators (FBOs) and other stakeholders.

FlightBridge fosters an open, supportive, and collaborative work culture to empower every team member to share their ideas and see them to fruition. We appreciate that each new hire brings their unique experience, adding to our culture.

CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Business Media portfolio.

Job Summary

The Account Manager is a central point of contact for FlightBridge aircraft operator customer accounts. Part of our Account Management team, this position is responsible for overall relationship management, monitoring customer usage, developing programs to enhance customer success, and increasing revenue. Troubleshoot support and integration issues and write requirements for new features, working closely with our Support and Development teams. FlightBridge fosters an open, supportive, and collaborative work culture to empower every team member to share their ideas and see them to fruition. We appreciate that each new hire brings their unique experience, adding to our culture. The Account Manager position may work in the Atlanta office or work remotely in a work-from-home office.

Responsibilities

• Represent FlightBridge in a positive and professional manner in every interaction. Develop and maintain trusted relationships with customers.
• Maintain expert working knowledge of FlightBridge technology and how our customers use the system in various operational situations. Communicate FlightBridge product offerings and value proposition to users and prospects. Quickly develop ability to conduct a FlightBridge demo and training/walk-through sessions, both online and in-person at industry conferences and trade shows.
• In collaboration with team, conduct account setup, manage the systems integration process, as well as the implementation and adoption of FlightBridge programs within agreed timeframes.
• Document account activity accurately and consistently in CRM.
• Work with service providers on issues related to the use of FlightBridge between our customers, their service providers and platform integration partners. (e.g. scheduling software).
• Thoroughly understand customer issues, provide solutions and address concerns. Identify when a customer issue or request needs to be elevated. As customer advocate, create triage and new feature requests via ticketing system.
• Conduct regular account reviews with customers. Analyze account activity and drivers of usage behavior to identify opportunities to speed adoption and full utilization of FlightBridge. Develop programs in support of revenue-generating opportunities.
• Uncover business needs, technical requirements, and the buyer’s purchasing process.
• Educate customers on product functionality through conversations, demos, and presentations.
• Uncover customer needs beyond what may have been initially obvious to the prospect.
• Identify revenue-generating opportunities; Follow up on assigned sales opportunities.
• Forecast account revenue.
• Communicate work progress and customer’s unique requirements to manager and FlightBridge team on regular, ongoing basis. Provide account summaries and analysis to review with manager.
• Create and conduct customer satisfaction surveys, create programs based on results, collect testimonials.
• Together with team, utilize established tools to create in-app onboarding guides, new product walk-throughs, and knowledge base content.
• Represent FlightBridge at Trade Shows or regional events at FlightBridge booth. Conduct FlightBridge product demonstrations for prospects. Meet with key accounts.

Requirements

• Excellent telephone, interpersonal, verbal, and written communication skills. Able to present information and recommendations effectively in oral and written form.
• Superior organizational, time-management, prioritization, and follow-up skills.
• Strong business acumen and curiosity about the prospects business.
• Willingness to learn.
• Experience in the private/business aviation industry necessary: Aircraft operator (flight department, charter, broker), FBO. Travel/hospitality/online booking tool/technology industry experience a plus.

• Eager to explore, learn, and apply new technology. Proven technical aptitude or ability.
• Proven ability to provide exceptional customer service. Able to establish trust and maintain effective relationships with customers at multiple levels in the customer organization. Must have strong desire to help customers and solve escalated FlightBridge related issues.
• Experience using spreadsheet software (Excel/Google Sheets/etc), presentation software (PowerPoint or similar), aviation software, CRM tool (HubSpot), issue tracking system (ZenDesk), Pendo.
• Self-motivated; able to take ownership of tasks and achieve results with little direct oversight—combined with the awareness of when it is necessary to seek input from peers or management. Ability to interact effectively as a team member and with other departments in a fast-paced, dynamic environment.
• Balance attention to detail with the ability to work with multiple accounts and multiple tasks.
• Flexible and adaptable.
• Able to handle confidential and proprietary information and uphold company privacy policy.
• Requires schedule flexibility as our customers operate 24/7/365 - serve on call rotation with FlightBridge support team when necessary.

• Position requires occasional travel to industry and team events and could include occasional travel to provide in-person setup support and follow-up with customers.

CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer. We understand the value of diversity and its impact on a high-performance culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

CAMP is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact hr@campsystems.com.