Now Hiring - Aerospace And Defense Account Manager, Delivery Experience in Knoxville, TN

Cirrus Aircraft’s Mission is to deliver an aviation experience that is the pinnacle of innovation, quality, and safety to our customers. Cirrus Aircraft is the recognized global leader in personal aviation and the maker of the best-selling SR Series piston aircraft and the Vision Jet™, the world’s first single engine Personal Jet and recipient of the 2017 Robert J. Collier Trophy. Founded in 1984, the company has redefined performance, comfort and safety in aviation with innovations like the Cirrus Airframe Parachute System® (CAPS®) – the first FAA-certified whole-airframe parachute safety system included as standard equipment on an aircraft. To date, worldwide flight time on Cirrus aircraft has passed nine million hours and over 170 people have returned home safely to their families as a result of the inclusion of CAPS® as a standard feature on all Cirrus aircraft. Find out more at [please apply online]

Cirrus offers a competitive benefits package and is dedicated to the advancement of general aviation. The Cirrus Flying Club offers employees and their family members the unique opportunity to obtain their private pilot’s license in the comfort of a Cirrus or rent a Cirrus for an impromptu adventure at a greatly reduced rate. We are committed to investing in the future of our employees and company by offering professional development and career progression opportunities and we engage employees by offering several employee and family events throughout the year, as well as the opportunity to take part in activity clubs and community events.

Job Summary

Responsible for ensuring customer satisfaction to all Cirrus customers from the date the aircraft order is received through the delivery of their aircraft and beyond. The Account Manager, Delivery Experience maintains and enhances the customer relationship by providing a professional, no hassle environment.

Duties and Responsibilities/Essential Functions

• Manage every customer’s experience to ensure it is a positive one and place the needs and expectations of the customer first
• Provide three steps of service: warm welcome, anticipation and fulfillment of needs and a fond farewell.
• Oversee contact with customer after the sales order has been received – registration information, schedule delivery, set up subscriptions, collect payment, develop customer relationship
• Manage and further develop customer relationship by joining client for lunch and/or take to dinner while in Knoxville for delivery
• Deliver difficult news to customer of delivery delays, either by phone or in person
• Receive and respond to urgent customer emails on evenings and weekends.
• Collaborate with production the customer configuration requirements, ensure aircraft is built to the specifications on the aircraft order.
• Work with SalesForce, Docusign and ERP
• Manage all customer events that take place at Cirrus (delivery, customer brief, training) with necessary departments
• Close collaboration with flight training department for training of customers
• Oversee title company on filing documents with the FAA at aircraft closing
• Process payments and update invoice and spreadsheets
• Prepare delivery document, present and review with customer for signature
• Facilitate opportunities to gather information to improve and enhance the customer experience.
• Coordinate with Cirrus Finance or other Finance company to ensure they have everything they need for closing.
• Setting up subscriptions (XM, Cirrus Global Connect, Jeppesen, ELT)
• Reserve and assign registration numbers
• Work with Box, Heartland, Adobe, Flightdocs programs
• Work with our pre-owned dealers (Lone Mountain or Aerista) for Pass/Thru, Trade In, 1031 Exchanges
• Travel for events or meetings (Oshkosh, Sales Meetings, CX)
• Send progress photos
• Process refund requests
• N Number changes, coordinating between the FAA, customer, title company, and service center. Ordering decals for the N number change
• Post-delivery, still answering any questions the customers may have, coordinate with field service if they have plane issues.
• Coordinate with Cirrus Connection and Sales for Customer Experience items
• Working with production to schedule the aircraft
• Adding the aircraft to SF, update main list, and make sure the deliveries are spread out appropriately on the calendar
• Coordinating leases with accounting, fleet manager, sales team, and customer
• Ensure we have all the paperwork needed for lease agreement
• Verify aircraft configuration with other Delivery Experience Advisor’s
• Apply Cirrus Bucks, while coordinating with Marketing and Accounting to ensure it is the correct amount and applied properly
• Work with Guest Ambassador to confirm all customer arrivals and required lunches

Ensuring Exceptional Customer Service

• Energize the Cirrus Service Essentials
• Anticipates guests' needs and responds promptly.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Handles guest problems and complaints.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Empowers employees to provide excellent customer service.
• Strives to improve service performance.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• 4-year degree or relevant work experience. Basic knowledge of various aircraft. Strong organizational skills and excellent customer service.
• Proficient in Microsoft Office programs

Job Knowledge, Skills, or Abilities:

• Excellent communication skills, both written and verbal
• Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (MSWord, Excel, Access, PowerPoint)
• Technical skills: provides accurate, neat, and thorough work; pursues training and professional development; and strives to continuously build knowledge & skills and share expertise with others.
• Continuous Improvement: Generates and uses creative ideas to improve processes and services; adapts to change, works in an organized manner, uses time efficiently; and displays a positive outlook.
• Dependability/Initiative: Assumes ownership of actions; follows instructions, offers ideas, and follows through on commitments; volunteers readily and offers to help and assist when work is complete; and commits to additional hours when necessary.
• Attendance: Punctual; observes appropriate break and meal periods; acceptable attendance record; properly utilizes time off request forms.
• Organizational Support: Supports organizational goals, objectives, & values; adheres to all company policies & procedures; observes safety & security procedures; 6S (sort, straighten, shine, standardize, sustain, safety).

This position is located in Knoxville, Tennessee. Chosen as the location for our Vision Center Campus, the hub of our customer experience activities, Knoxville is often described as a hidden gem. Surrounded by the Smoky Mountains and home to the rambling Tennessee River, the town offers a plethora of outdoor activities and a vibrant downtown. Very few places feature the opportunity to experience live music, culture, outdoor adventures and acclaimed cuisine in one location. It’s no wonder why Knoxville was recently named as a “Top 10 Destination on the Rise” by Trip Advisor.

Cirrus is dedicated to a drug free work environment promoting equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.

Skills