Senior Account Manager

Job Summary

The Senior Account Manager is responsible for managing key customer relationships, ensuring customer satisfaction, and driving business growth within an assigned region. This role involves maintaining strong relationships with clients, identifying opportunities for upselling and cross-selling, and collaborating with internal teams to deliver a seamless customer experience. The Senior Account Manager will also focus on executing account management strategies to meet business objectives and contribute to revenue targets.

Key Responsibilities

Account Management

• Manage and nurture relationships with large, complex clients, ensuring high levels of satisfaction and retention.
• Develop and maintain strong, long-term relationships with key clients in the aviation industry.
• Serve as the primary point of contact for assigned accounts or region, ensuring their satisfaction and addressing any concerns or issues.
• Conduct regular business reviews with clients to identify opportunities for upselling, cross-selling, and enhancing the customer experience.
• Understand client needs and advocate for them within the company, ensuring alignment with product offerings and solutions.
• Drive the implementation of personalized ABM campaigns, ensuring alignment with customer expectations.

Customer Growth and Development

• Identify and cultivate opportunities for business expansion within existing accounts, focusing on delivering value through additional products or services and increasing wallet share.
• Collaborate with the product development and sales teams to align solutions with client requirements and industry trends.
• Collaborate with the Services team to promote CAE's Service offerings.
• Conduct market research to understand client pain points and emerging needs, ensuring the company remains competitive and customer-centric.

Strategic Planning and Execution

• Develop and execute strategic account plans that align with the company's overall business objectives.
• Work closely with the product development and delivery teams to ensure customer success and satisfaction with implemented solutions.
• Participate in client presentations and business meetings to deliver proposals and solutions that drive long-term growth and success.
• Collaborate with sales and customer success teams to develop and execute AB strategies tailored to high-value accounts.

Customer Relationship Management (CRM)

• Leverage CRM systems and analytic platforms to track client interactions, manage opportunities, identify trends, and document key customer information.
• Monitor account performance metrics and customer feedback and use it to inform future strategies and product improvements.
• Analyze account performance and identify areas for improvement, using data-driven insights to refine approaches and drive results.
• Provide regular updates on ABM campaign performance, revenue growth, and customer engagement metrics.

Key Competencies

Customer Relationship Management

• Demonstrated ability to build and maintain strong, trusted relationships with key stakeholders, including clients, industry influencers, and decision-makers.
• Skilled at fostering long-term partnerships through consistent communication, reliability, and delivering value.
• Skilled at navigating complex organizational structures and understanding the specific needs of large-scale customers and ensuring long-term partnership success.

Aviation Industry Expertise

• Strong understanding of the aviation sector, including industry trends, regulatory requirements, and the competitive landscape.
• Ability to position the company’s products and solutions effectively to address client needs and challenges within the aviation industry.

Analytical and Strategic Thinking

• Demonstrated experience in developing strategic account plans.
• Capable of analyzing account performance and market trends to identify opportunities for growth and areas of improvement.
• Strong problem-solving skills to address customer pain points and find effective solutions.
• Strong understanding of ABM principles, sales cycles, and customer journey mapping.
• Ability to analyze and interpret data to drive decision-making.

Communication and Presentation

• Excellent verbal and written communication skills, with the ability to convey complex technical information clearly to clients.
• Adept at delivering presentations and proposals that are compelling and tailored to client needs.

Results-Orientation

• Proven ability at driving significant revenue growth.
• Target-driven and focused on achieving measurable results, with a strong commitment to exceeding client expectations.
• Ability to work independently while remaining focused on customer-centric goals and business outcomes.

Relationship Management, Brand Advocacy, Collaboration and Teamwork

• Demonstrates the ability to build and maintain strong, positive relationships with both internal stakeholders and external clients.
• Skilled in fostering collaboration across teams to ensure alignment with client goals while promoting the company’s values and reputation.
• Lead training sessions for internal teams on ABM strategies and best practices.
• Acts as a trusted advisor to clients, consistently delivering value and enhancing the company’s brand through exemplary service, strategic insights, and a client-centric approach.
• Capable of representing the brand positively in all interactions, contributing to long-term client loyalty and advocacy.
• Demonstrated experience in leading cross-functional teams to deliver tailored solutions.
• Collaborate effectively with cross-functional teams, including product development, finance, and customer success, to deliver a seamless and exceptional customer experience.
• Contribute to the broader strategic goals of the company by ensuring account strategies align with overall business objectives.
• Represent the company at industry events, webinars, and client workshops.

Qualifications

• Bachelor's degree or MBA preferred.
• Proven track record in account management, preferably within the B2B SaaS and aviation industries.
• Strong understanding of the aviation industry, including airlines, airports, and aviation service providers.
• Excellent communication, negotiation, and presentation skills.
• Experience using CRM tools to manage client relationships and sales opportunities.

If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at rh-hr@cae.com.