General Summary: This position serves as the central point of account management activity and service. The Client Services Director is required to manage and lead our overall account management service process across all functional disciplines ensuring superior customer service. They will work with the account Client Responsible Officer, Client Aviation Manager and all support functions to support ongoing management activities for management contracts. They will be responsible for management and development of the Client Services Managers as well as selected CAM’s as assigned by their manager with the agreement of the CRO overseeing the account. The Client Services Director must be able to interact effectively with their client peers as well as all TAG personnel.
Essential Duties and Responsibilities:
1. Support as necessary the CRO and the Business Development team in developing proposals and presentations for new business.
2. Lead program launch activities for new clients.
3. Organize and lead the cross-functional “account team” for new and existing programs.
4. Act as liaison between Client Services team and the client at the program level. Advise the CRO and Senior Management in a timely manner of any and all critical issues pertaining to the account.
5. Coordinate information flowing to HR, Flt Standards, MX Standards, Accounting, IT, crewmembers, and any other corporate personnel involved in the account.
6. Assist CRO with research of services, reports and documents, as necessary.
7. Manage ongoing communication process for information flowing to and from the various corporate departments and clients.
8. Respond to client questions to include but not limited to operations, maintenance, insurance claims, and invoice issues.
9. Manage Client Services staff members to include training, individual development and annual performance reviews.
10. Manage select CAMs to include but not limited to annual performance reviews, provide support for staffing needs, and monitor the management of crew and overall leadership of account.
11. Support the CRO in coordinating annual raises and bonuses with the client as appropriate for those assigned to the account.
12. Coordinate with VP of Client Services on staffing needs for the Client Services Department.
Required Knowledge, Skills, and Abilities:
1. This position requires a blend of technical and business experience in aviation. A working knowledge of aircraft, aircraft operations and support services will enhance this person’s performance.
2. Aviation business acumen and sales skills are required to oversee and manage the various business documents including contracts, hangar lease and accounting processes.
3. Ability to manage, lead and interact effectively as a team member with all other corporate departments.
4. Extremely skilled and knowledgeable of customer service techniques and in conflict management. Ability to perform all job duties providing the highest level of service to both external and internal customers.
5. Ability to work in ambiguous situations.
6. Skill in organizing and performing detail-oriented and timely duties and functions.
7. Ability to develop budget and manage team to meet budgetary objectives.
8. Ability to participate in development of organizational goals and objectives.
9. Ability to effectively communicate to and interact with executive level.
10. Ability to plan and to prioritize work.
11. Proficient in Microsoft Windows and Office Software.
12. Ability to maintain strict confidentiality in all cases involving client aircraft operations and when dealing with sensitive or security issues.
13. College degree and 5 years of applicable aviation experience or 10 years applicable aviation experience is desirable. 5 years aviation management experience preferred in addition to basic requirement.
Email: tmascenon@tagaviation.com
Position is with TAG Aviation; Rye Brook, NY
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