Now Hiring - Aerospace And Defense Account Director in Melbourne, FL

Location: Melbourne, United States of America

Thales people architect solutions that enable two-thirds of planes to take off and land safely. We create in-flight entertainment systems that engross 50 million fliers every year and we develop the avionics that control the world’s largest commercial aircrafts. Our simulators train the next generation of pilots for fighter jets, transporters and search and rescue helicopters. And, together, each and every member of our aerospace team makes a difference.

When you rely on airlines to connect you in flight, you rely on Thales. In an increasingly fast paced world, we make the unpredictable, predictable by connecting and entertain passengers to make your life better. Combining a diversity of talents, we master the decisive moments that matter to passengers and airlines. Whatever it takes.

Thales has an opportunity to join our team as an Account Director . Preferred location is Melbourne, FL or East Coast of the US. The Account Director act as a customer advocate and works with internal departments to ensure that customer needs are understood and satisfied. They may assist with making sales, handling customer issues, collecting and analyzing data, and improving the overall customer experience.

The Account Director is a key asset to secure sustainable and profitable growth above average. The goal is to engage our key customers in a long-lasting partnership to maximize mutual value. The Account Director is the final arbitrator of customer issues and is the decision maker over impact on P&L. They will engage with customers (embedded) and potential customers to establish relationships for intelligence, customer success, and sales support. Additionally, this role supports the Customer Success account team, acts as a point of escalation for their assigned customers, and will be responsible for communicating the benefits of the overall Thales portfolio (not only IFEC) including identifying and educating prospective customers.

Key Responsibilities:

Customer Success

• Serving as the lead point of contact for customer account team

• Building relationships with C-suite executive and strategic ecosystem partners within the region

• Developing trusted advisor relationships with key customer stakeholders and executive sponsors

• Ensuring the timely and successful delivery of our solutions according to customer needs and objectives

• Clearly communicating the progress of monthly/quarterly initiatives to internal and external stakeholders

• Collaborating with sales team to identify and grow opportunities within the account

• Collaborating with customer account team for all issues impacting the customer experience

• Supporting cross functional IPT teams

• Assisting with challenging client requests or issue escalations as needed

• Managing customer expectations and contribute to a high level of customer experience

• Managing customer survey activities and experience scorecards

• In conjunction with the customer success account team, identifying deficiencies in either resources or performance in order to work with account team to create an outstanding customer experience

• Leading the customer success account team to provide proactive, world class support for the customer, focusing on responsiveness, product, service quality, speed of resolution to achieve Customer Success

Customer Commercial Negotiations and Customer Strategy

• Support negotiating contracts and close agreements to maximize profits

• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas

• Forecast and track key account metrics

• Assist in proposal efforts and priorities, in an effort to meet committed lead times and airline deadlines, while continuously working on improving efficiency opportunities within the process

• Work closely with the marketing function to establish successful support

Customer Analysis and Consultation

• Prepare and maintain reports, metrics, proposal requirement tools, documents and schedules

• Create and track account specific opportunities pipeline

• Maintain customer priority status and align internal resources

• Assist Sales team to identify and report sales phase, win probability, plan of actions

• Assist in coordination, negotiation and escalation of proposal quote requirements.

• Create account development plan and support sales with capture plans

• Prepare reports and professional presentations in order to communicate potential opportunities and /or problems to customer teams and senior management.

• Provide reports to management, customer teams, and the customer relating to improvement of products, trends, problem resolution, and corrective action.

• In conjunction with customer success account team, lead customer Quarterly business reviews with stakeholders and executives

• Maintain inputs/updates of Customer Relationship Management tool (CRM, Salesforce) as appropriate

Required Skills & Experience:

• Bachelor’s degree in marketing, business administration, sales, or relevant field; Master’s degree preferred

• 10 - 15+ years’ previous work experience in sales, management, key account management, or relevant experience

• 10+ years’ experience establishing and implementing account plan definition, roadmap and strategy as it relates to both internal and external strategies, contracts, budget and objectives formulated by the company.

• 10+ years’ experience in contract management associated to issues and litigation resolution, and involvement in in customer complaint management.

• Proficient with CRM (Salesforce) software and the Microsoft Office Suite

• Excellent communication skills

• Evidence of strong negotiation skills, with ability follow-through on client contracts

• Proven results of delivering client solutions and meeting sales goals

• Domestic and international travel is required up to 35% or more

Preferred Skills and Experience:

• In-depth understanding of company key clients and their position in the industry

• Eager to expand the company with new sales, clients, and territories

• Able to analyze data and sales statistics and translate results into better solutions

This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at [please apply online] .