ABOUT US

TrustFlight provides innovative systems to improve safety, compliance and efficiency within the aviation industry. Our software supports some of the largest business aviation operators, training organisations and airlines around the world. As we continue to grow and expand our presence globally, we are seeking a dedicated Account Manager to nurture and grow relationships with our existing customer base.

REQUIREMENTS

• Experience in Business Administration, Sales, or a relevant field or equivalent Aviation Industry account management experience.
• Proven ability to lead and develop a team, with experience in mentoring, coaching, and performance management.
• At least 5 years of experience in account management, with at least 2 years of leadership or team management experience.
• Aviation Software industry experience would be an advantage.
• Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organisation, including ELT level.
• Solid experience with CRM software (e.g., Salesforce, HubSpot, Pipedrive) and MS Office (particularly MS Excel).
• Experience delivering client-focused solutions to customer needs.
• Excellent listening, negotiation, and presentation abilities.
• Strong verbal and written communication skills in English, proficiency in another language would be a plus.
• Ability to prioritise among competing tasks and delegate work where required
• Critical thinking and problem-solving skills with a proactive, solution-orientated mindset.
• The ability to use AI to maximise efficiency and provide account management at scale.

ROLE OVERVIEW

As the Lead SaaS Account Manager, you will take a strategic leadership role in managing and developing key client relationships while overseeing a small team of Account Managers. You will be responsible for ensuring our clients receive exceptional service, driving account growth, and leading a high-performing team. Your primary objectives will include managing existing client accounts, identifying opportunities for upselling and cross-selling, ensuring client satisfaction and retention, and mentoring your team to achieve their targets. You will act as the main point of contact for all account-related queries and are expected to gain a deep understanding of our products and services. The ideal candidate will have a passion for customer success, strong communication skills, and a proactive approach to account management.

KEY RESPONSIBILITIES

• Lead, mentor, support and grow a small team of Account Managers, ensuring they achieve performance targets and deliver exceptional customer service.
• Maintain and grow relationships with existing customers, understanding their business needs and objectives to ensure alignment with our solutions.
• Regularly meet with clients through virtual and face-to-face meetings to ensure they are satisfied with our services and to discuss potential for new opportunities.
• Achieve assigned targets for sales volume and strategic objectives in assigned accounts while also driving team-wide performance.
• Collaborate with internal teams, including Sales, Customer Success, Marketing, Finance and Product, to ensure alignment and support in meeting customer needs and objectives.
• Manage and solve conflicts with clients, ensuring that all client issues are dealt with efficiently and effectively.
• Educate customers on the features and benefits of our solutions and updates to maximise their usage and satisfaction.
• Liaise between the customer and internal teams to ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Act as a point of escalation for more complex client queries.
• Provide regular updates and reporting on account health, renewal forecasts, and upsell opportunities to senior management.
• Drive best practices in account management and develop strategies to enhance customer satisfaction, retention, and revenue growth.