Fleet Account Director

Overview

CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a "SaaS plus" model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP Systems provides shop floor management ERP systems through Corridor and Quantum to over 1,300 aircraft maintenance facilities and parts suppliers around the world, as well as products and services from Avinode, FlightBridge, TotalFBO, AMSTAT. CAMP Systems has grown from a single location company in 2001, to over 1,600 employees in 13 locations around the world providing a full breath of products and support for Business Aviation.

CAMP's relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.

CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of Hearst Transportation Division. Reporting to our Vice President of Fleet Services, CAMP offers the opportunity to be a part of this thriving industry providing stability and a rich 50+ year history.

Job Summary

The Fleet Services - Fleet Account Director (FAD) provides oversight of both strategic and tactical account management activities and in support of the Fleet Account Lead, monitors maintenance management support and premium customer service offerings to CAMP fleet customers. The FAD is responsible for ensuring each Fleet Account is maximizing available CAMP Systems products, features, and services and is responsible for taking the lead on efforts to provide proposals and agreements in the pursuit of increasing revenues.

The FAD is responsible for supporting the Fleet Account Leads as they provide oversight and direction and coordinate and integrate with Operations in overseeing and aligning all analyst tasks to ensure that fleet customer aircraft are compliant, and the customer is fully utilizing CAMP services.

The FAD, in support of the FAL's will coordinate with CAMP field service, technical & development support, and all other Sales and Operations support on behalf of the customer for all customer service activities.

The FAD in coordination with the VP Fleet Services is responsible for proactively establishing and maintaining solid relationships with key decision makers at the assigned fleet customer accounts and aligns CAMP Systems resources to meet all the customers operational execution needs.

The FAD will work as the fleet customers internal advocate to remove obstacles that may impede the customer's experience with CAMP Systems.

Responsibilities

• Develop and maintain strong relationships with our Fleet Customer Accounts. Establishing connections and working relationships with key executive level contacts.
• Stay abreast of industry trends, market conditions, and competitor activities to make informed strategic decisions, assess retention risks, and provide value add services to Fleet Accounts
• Understand T1 Fleet Account business needs, both Strategic and Tactical, and position to provide recommendations and solutions to overcome their objectives and challenges and work to tailor our support as required to increase customer satisfaction & retention
• Monitor all T1 Fleet Accounts against key metrics and provide regular reports to VP Fleet Services as required regarding client status, revenue growth, and potential risks
• Provide leadership and support as required to administer contract/agreement renewals
• Support the FAL's to maintain service level requirements within existing contracts, especially regarding legal, regulatory, or company policy requirements.
• Identify, pursue, and generate new business opportunities within Fleet Accounts. Lead, as required, alignment of resources, facilitate demos and presentations, building of custom proposals, negotiating contracts, and closing deals to drive revenue growth and meet sales targets
• Lead and support regular data driven, professional account reviews for T1 fleet customer accounts (Quarterly)
• Act as the dedicated point of contact for T1 Fleet Customers and support FAL's when issues require escalation. Answering questions, handling objections, providing advice, aligning additional support resources and keeping them engaged in the service
• Collaborate with internal teams such as AHM/EHM Operations, FSR's, Account Services and other CAMP Systems business entities to ensure needs are met and services are delivered effectively and efficiently
• In support of the Technical Resolution Leader, monitoring escalating customer support tickets and aligning resources as required to expedite their resolution
• Monitor Fleet Team metrics and drive improved performance
• Take a data-driven approach to making decisions within your role, analyzing trends within your customer base to constantly improve service and support
• Position as an advocate for customers by capturing and sharing feature requests and other feedback
• Monitor and support the FAL's with requested customer projects based on customer needs to ensure the program milestones and objectives are being met
• In coordination with the FAL's, monitor the overall performance of fleet customers and propose and implement action plans with relevant stakeholders, to improve the performance when required
• Lead and mentor Fleet Services team, fostering a culture of excellence, accountability, and continuous improvement.
• This role typically requires strong sales, negotiation, and customer service skills, as well as a good understanding of the aviation fleet industry. A Fleet Account Director may also need to possess strategic thinking, analytical skills, and the ability to work effectively in a team environment.

Requirements

• Previous experience leading high performing customer facing teams in support of an exceptional customer experience
• Experience setting goals, developing metrics and utilizing them to drive team performance
• Direct Sales and/or Account Management experience
• Strong written and verbal communication skills
• Strong attention to detail, organizational and multi-tasking skills are a must
• An exceptional listener who hears the details of customer feedback
• Ability to quickly grasp technology platform and help others embrace behavioral change
• Proven success in managed services, aviation and aircraft management industry experience is preferred
• Proven ability to listen, extrapolate information and analyze to effectively provide solutions to the fleet customer
• Ability to effectively learn technical products, services and solutions and readily apply new knowledge
• Experience working with all levels of an organization with successful collaboration
• The ideal candidate will have the ability to travel to customer sites up to 50%
• Must have strong data analysis skills and be proficient in Microsoft Excel (Pivot Tables, V-Lookups, etc)

CAMP Systems is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer. We understand the value of diversity and its impact on a high-performance culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

CAMP Systems is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact hr@campsystems.com.