Job Summary
The Xi Personalization Account Manager sets the industry standard for aircraft delivery and the ownership process. They represent the Cirrus Service Essentials at all times. They are responsible for providing the ultimate customer experience while also working cross functionally to ensure a smooth production process. Keeping clients needs paramount, they support not only the customer, but the sales team, production team and the design team. Superior client hospitality skills, technical knowledge, leadership, and organizational skills are crucial.
Duties and Responsibilities/Essential Functions
- Maintains a culture of hospitality to enhance the Cirrus brand and aircraft ownership experience.
- Provide three steps of service: warm welcome, anticipation and fulfillment of needs and a fond farewell.
- Fosters lasting relationships with clients while guiding them through aircraft ownership.
- Assist in the interview process for new Xi team members.
- Attend Xi and other meetings relevant to the Xi process.
- Facilitate opportunities to gather information to improve and enhance the customer experience.
- Conceives and implements new ideas to evolve the customer experience and encourage brand loyalty.
- Seeks to continually improve and streamline the ownership process for the client.
- Develops and maintains relationships across the organization and with outside vendors.
- Understands and learns evolving engineering constraints to guide the customer.
- Facilitates successful aircraft acquisition from before order placed to airplane delivery and beyond.
- Coordinates design visits with the client and the design team.
- Assists with deviations that are not considered Xi.
- Receive and respond to urgent customer emails on evenings and weekends.
- Maintains/manages Xi conference room.
- Coordinates customer activities as needed and provides local recommendations while in Knoxville.
- Designs, with Xi team, individualized swag for customers.
- Becomes the expert on the Xi customization process.
- Continues relationship with customer after delivery to answer any questions and attract repeat business.
- Performs traditional Aircraft Ownership Advisor duties.
- Develop bench for future Xi opportunities.
Will be required to perform other duties as requested, directed or assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
- Bachelors degree in Business, Business Admin, Aviation, Management, or Hospitality required.
- 3 years of customer service, marketing, sales, hospitality and/or aviation required.
- Interested in aviation
- Strong organizational skills and excellent customer service
- Excellent communication skills, both written and verbal Ability to demonstrate sound judgement and effective communication skills (written and verbal)
- Ability to effectively manage stress, including competing work demands and multiple projects at the same time.
- Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (MSWord, Excel, Access, PowerPoint)
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
- Tech savvy: Anticipates and adopts innovations in business-building digital and technology applications.
- Optimizes Work Processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Being Resilient: Rebounds from setbacks and adversity when facing difficult situations.
- Manages Ambiguity: Operates effectively even when things are not certain, or the way forward is not clear.
- Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
- Manages Complexity: Makes sense of complex, high quantity, and sometimes, contradictory information to effectively solve problems.
Ensures Exceptional Customer Service:
- Energizes the Cirrus Service Essentials
- Strives to improve service performance.
- Anticipates guests needs and responds promptly.
- Displays guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
- Handles guest problems and complaints.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice. Work beyond 40 hours per week may be required.
Cirrus is dedicated to a drug free work environment promoting equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.
