Sales, Service, & Support
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This manager of mid-level accounts maintains sole responsibility and accountability for protecting and growing their assigned accounts.  Account manager represents applicable areas of the BU portfolio and Jeppesen enterprise to appropriate levels of customers, building relationships, assuring revenue protection, identifying and transitioning opportunities for new and expanded business, and ensuring customer voice is represented in the enterprise.



Essential Duties:

  • As the single point of contact, responsibility, and accountability for assigned accounts within the business unit provide day-to-day support to assigned accounts by resolving customer inquiries and issues, coordinating order entry and fulfillment process, and proactively communicating with customers to ensure satisfaction.  Coordinate the application of enterprise-wide resources when necessary.
  • Establish and maintain relationships with applicable levels of assigned accounts, including the focus of receptivity, dissatisfaction, and power for applicable aspect of customers' operations and Jeppesen's portfolio
  • Develop, maintain, coordinate, and execute tactical plans to assure protection and growth of assigned accounts
  • Identify and transition opportunities for new or expanded business based on explicit needs in assigned accounts to sales team, and partner with sales team to engage, pursue, and win new business with existing customers
  • Document all relevant customer information, voice of customer, and tactical plans in Salesforce.com (or other company tools),  present customer, voice and plan reviews as required to leadership and other internal stakeholders, and track and communicate progress of customer requests and concerns
  • Identify problems/implications in assigned/relevant areas of assigned accounts and develop the resulting implied needs into explicit needs
  • Assure protection of existing revenue by planning and closing the renewal of expiring, out-dated, or under-priced contracts
  • Serve assigned accounts as the initial point of contact and reference for the entire portfolio, providing general consultation, information, presentations, and conducting meetings as required, identifying requirements to bring in other SMEs, and ensuring customer receives appropriate communications on new, enhanced, or sun setting services
  • May include travel and knowledge of foreign languages.


Degree in a related field of study and typically 6 or more years' related work experience or an equivalent combination of education and experience.



Knowledge and Skills:

  • Completely understands and applies job practices, techniques, standards, principles, and concepts.
  • Develops solutions to a variety of complex problems referring to established precedents and policies.
  • Receives general direction for work that is reviewed upon completion for adequacy in meeting objectives. Participates in determining objectives of assignment; plans, schedules, and arranges own activities to accomplish those objectives.
  • Exerts some influence on the overall objectives and long-range goals of the organization. Erroneous decisions or failure to achieve objectives typically have a serious effect upon the administration of the organization.
  • Represents organization as a prime contact on contracts or projects. Interacts with senior internal and external personnel on significant matters often requiring coordination between organizations.

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