Job Summary
Responsible for ensuring customer satisfaction to all Cirrus customers from the date the aircraft order is received through the delivery of their aircraft and beyond. This position is the personal guidance liaison for closing and aircraft delivery that relates to all Cirrus aircraft customers. Initial responsibilities include understanding the customers needs and requirements for aircraft closings and determining best practices to meet these needs. The Delivery Experience Account Manager coordinates efforts with the Flight Training Account Manager and Delivery Pilot teams. The Delivery Experience Account Manager must be enthusiastic in fostering Cirrus aircraft owners in the Cirrus delivery experience. The position is based at the Cirrus Vision Center in Knoxville, TN.
Duties and Responsibilities/Essential Functions
- Regular, reliable, and predictable attendance
- Manage every customers experience to ensure it is a positive one and place the needs and expectations of the customer first
- Provide three steps of service: warm welcome, anticipation and fulfillment of needs and a fond farewell
- Ensure decision-making that balances the needs of each customer, the company, and promotes long-term viability of the business
- Champion excellence in business ethics, integrity, and build an environment with a high level of morale, motivation and engagement
- Oversee contact with customer after the sales order has been received – registration information, schedule delivery, collect payment, develop customer relationship
- Manage and further develop customer relationship by joining client for lunch and/or take to dinner while in Knoxville for delivery
- Receive and respond to urgent emails and phone calls after hours and on weekends
- Develop and maintain written processes and flows
- Deliver difficult news to customer of delivery delays, either by phone or in person
- Collaborate with production the customer configuration requirements, ensure aircraft is built to the specifications on the aircraft order
- Work with various programs, i.e., Salesforce, DocuSign, and ERP
- Manage all customer events that take place at Cirrus (delivery, training, etc) with necessary departments
- Liaise with relevant internal teams to resolve customer issues ensuring timely resolution.
- Close collaboration with flight training department for training of customers
- Verify aircraft configurations in salesforce matches the customers order
- Oversee title company on filing documents with the FAA at aircraft closing
- Process payments and update invoice and spreadsheets
- Prepare delivery document, present and review with customer for signature
- Facilitate opportunities to gather information to improve and enhance the customer experience.
- Coordinate with Cirrus Finance or other Finance company to ensure they have everything they need for closing.
- Reserve and assign registration numbers
- Informs and/or updates supervisor, peers, and/or customers on relevant information in a timely manner
- Manages time efficiently and demonstrates effective organizational skills
- Work with Box, Adobe, Flight Docs, Sales Force programs
- Work with our pre-owned dealers (Lone Mountain or Aerista) for Pass/Thru, Trade In, 1031 Exchanges
- Ability to travel and establish meaningful relationships with sales and internal stakeholders
- Send progress photos
- Process refund requests
- N Number changes, coordinating between the FAA, customer, title company, and service center. Ordering decals
- Post-delivery, answering any questions the customers may have, coordinate with field service if they have plane issues.
- Coordinate with Cirrus Connection for Customer Experience items
- Working with production on aircraft configurations
- Coordinating leases with accounting, fleet manager, sales team, and customer
- Ensure we have all the paperwork needed for lease agreement
- Verify aircraft configuration with other Delivery Experience Account Managers
- Apply Cirrus Bucks, while coordinating with Marketing and Accounting to ensure it is the correct amount and applied properly
- Work with Guest Ambassador to confirm all customer arrivals and required lunches
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, Hospitality or related field required.
- 3 years of customer service, marketing, sales, hospitality and/or aviation required.
- Interest in aviation
- Strong customer service orientation
- Excellent interpersonal and communication skills, both written and verbal
- Ability to prioritize and multitask in a dynamic environment
- Ability to work with other departments and outside vendors
- Ability to plan, design, execute, and supervise administrative processes to support customer service
- Ability to clearly explain tasks when cross training to ensure uninterrupted customer service
- Produces high quality results through thoroughness and accuracy when accomplishing tasks, both large and small
- Well versed in standard Microsoft Office Software as well as Adobe suit
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
- Drives Results: Consistently achieves results, even under tough circumstances.
- Ensures Accountability: Holds self and others accountable to meet commitments.
- Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
- Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Optimizes Work Processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Ensures Exceptional Customer Service:
- Energize the Cirrus Service Essentials
- Anticipates guests needs and responds promptly.
- Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
- Handles guest problems and complaints.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Empowers employees to provide excellent customer service.
- Strives to improve service performance.
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.
