Account Manager - YVR Airport

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

QUALIFICATIONS

• 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.

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