Account Manager

SUMMARY OVERVIEW

The Account Manager is responsible for maintaining customer relationships, ensuring client satisfaction, and promoting new business opportunities. This role oversees account performance, payment management, issue resolution, and service delivery while supporting contract compliance and operational standards. The Account Manager builds and manages client partnerships, adheres to Key Performance Indicators (KPIs) and Standard Operating Procedures (SOPs), and collaborates with internal teams to ensure operational excellence within a 24/7 aviation environment.

RESPONSIBILITIES

Develop and maintain strong relationships with clients, understanding their unique requirements and ensuring satisfaction

Collaborate with clients to identify opportunities for service enhancements and provide solutions aligned with their operational goals

Coordinate with internal departments to ensure timely and effective delivery of services

Monitor client accounts, track KPIs, and analyze performance data to identify trends and areas for improvement

Prepare and present regular performance reports to clients, summarizing service outcomes, achievements, and recommendations

Resolve client inquiries, concerns, and service issues promptly and professionally

Partner with the sales team to identify upsell and cross-sell opportunities within existing accounts

Ensure all positions are properly staffed and contractual requirements are consistently met

Maintain accurate timekeeping records for payroll purposes

Assist with tip reporting (if applicable), call-out logs, passenger logs, electronic passenger assistance records, and other required documentation

Ensure all incoming staff members receive proper on-the-job training

Communicate effectively with airline partners and other stakeholders to deliver exceptional customer service

Ensure staff compliance with safety policies and operational standards

Provide coaching, counseling, and participate in disciplinary actions as necessary

Demonstrate regular, predictable attendance at the assigned job location

Perform any additional duties as assigned by management

18 years of age or older

Eligible to work in Canada

Must possess a valid provincially issued permanent driver’s license (e.g., Class 5 or Class G)

Communicate effectively in English (reading, writing, and speaking)

Minimum of 2 years of customer management or sales experience

Knowledge of the aviation industry preferred

Intermediate to advanced proficiency in Microsoft Word, Excel, PowerPoint, and Outlook

Ability to access and interpret information electronically using devices such as iPads, tablets, computers, and mobile devices

Effectively communicate with colleagues and clients both in-person and electronically

Ability to pass a background check and obtain and maintain a RAIC (Restricted Area Identity Card)

Ability to work any shift, including nights, weekends, and holidays within a 24/7 operation

Flexibility to work extended hours as needed to support field operations

To perform this job successfully, an individual must be able to perform each essential requirement satisfactorily. The requirements listed above are representative of the work environment, knowledge, skill, and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.

PHYSICAL ACTIVITY / WORKING CONDITIONS MAY INCLUDE

Ability to lift up to 25 pounds

Position is generally sedentary, sitting for long periods of time

Ability to hear and respond to spoken voice and audible alarms

Tasks may involve repetitive motions of the arms, wrists, hands, and/or fingers

Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus

The pay rate listed on this post is what the company reasonably expects to pay for this position. However, individual compensation may vary based on qualifications, skills, competencies, education, and experience.

PrimeFlight Aviation Services, Inc. is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions without regard to race, ethnicity, religion, color, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state/province, and local laws.

SMS/TEXT COMMUNICATIONS

By providing your mobile number and opting in, you consent to receive SMS messages from PrimeFlight related solely to recruiting and employment opportunities, such as job postings, application status updates, or interview scheduling. Consent is voluntary and not a condition of applying for employment. Message frequency may vary. Standard message and data rates may apply. Reply STOP to opt out or HELP for assistance. Carriers are not liable for delayed or undelivered messages. Numbers will be used in accordance with this Privacy Policy and not shared for marketing without consent.