Lead Account Manager

Summary

Join TrustFlight, a provider of innovative aviation safety systems, as a Lead SaaS Account Manager! This full-time, contract-based role (remote in Europe or employed in the UK with occasional travel) offers strategic leadership in managing key client relationships and a small team. You will ensure exceptional client service, drive account growth, and mentor your team. Responsibilities include managing existing accounts, identifying upselling/cross-selling opportunities, and acting as the main point of contact for account-related queries. The ideal candidate possesses strong communication skills, a proactive approach, and a passion for customer success.

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
• 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

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

Preferred Qualifications

Aviation Software industry experience would be an advantage

Benefits

• Competitive salary and performance-based incentives
• Flexible working conditions with remote and on-site options
• Comprehensive benefits package including health, vision, and dental insurance
• Opportunities for professional growth and advancement
• A supportive and collaborative work environment