Jetstream Account Manager

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 cirrusaircraft.com.

Job Summary

Responsible for creating and nurturing long-term relationships with Vision Jet Owners, Accountable Managers, and Pilots to maintain their enrollment in Cirrus’ JetStream Program (and other programs offered for the Vision Jet). JetStream provides Vision Jet Owners with crucial benefits to streamline a simplified and predictable cost of ownership. The Account Manager executes all aspects of the JetStream Renewal Processes, provides customer support during the contract term, assists with troubleshooting, and is a constant line of communication for customer, service network, sales, accountable managers, and pilots.

A JetStream Account Manager is the dedicated resource and advocate for the customer.  This role navigates internal and external networks to seek out additional subject matter experts who can provide favorable or required outcomes under the JetStream terms. The Account Manager may act as a single-point-of-contact to engage other resources within Cirrus or with our suppliers, ASC/FSC network, vendors, and more to assist customers in resolution of problems, questions, or concerns. This role aids Cirrus in fulfilling its requirements under the agreement and by promptly notifying our customers of new technical bulletins that are relevant to their ownership of the Vision Jet.

A JetStream Account Manager is a subject matter expert on Vision Jet related subscriptions and programs, including the JetStream program benefits, features, terms, and other related features and enrollments such as Wi-Fi, TAP Blue, Sirius XM Audio & Weather, Jeppesen and Garmin Connext.

Duties and Responsibilities/Essential Functions

• Manage every customer’s experience from delivery until they leave the brand, to ensure our customers are relationally connected to the organization, fully educated about Vision Jet ownership, and supported with all necessary tools for success.
• Streamline as many parts of ownership as possible to make the transition from piston SR ownership to jet SF ownership seamless, simple, and cost predictable.
• Engage regularly with your customers after delivery regarding – upcoming service visits, Service Bulletins that apply to their aircraft, JetStream inclusions, upcoming Cirrus events, subscription use, the renewal process, and any escalations that may arise during ownership journey.
• Liaison between technical teams and the customer to ensure customer is well-informed, and understands all elements of the work being done, and any resolutions to be employed.
• Receive and respond to escalated customers with utmost professionalism and continue supporting the customer with a calm and productive demeanor.
• Ensure all contracts within the JetStream Agreement are updated and renewed within the program limitations (Jeppesen Charts, Garmin Charts, Wi-Fi Data, Sirius XM Audio & Weather, Garmin Connext, and Williams International TAP Blue)
• Collaborate with Parts, Field Service, FSC service teams, Upgrades and Aftermarket, Sales Team, and more to ensure the quickest and highest quality support of our SF50 customers.
• Daily use and integration of SalesForce, DocuSign, ERP, Microsoft Office, Marketing Cloud, AutoCloud, Adobe Acrobat, Box, and Power BI.
• Manage all customer events that take place through Cirrus VPO (ConVerge events, fly-ins, Sales Expos, and more)
• Close collaboration with the Escalation Committee for determining best route to resolve the customer experience after the aircraft is RTS.
• Provides deep knowledge of customer account and projected solutions in escalation towards resolving customer relationship to the brand following major events in ownership.
• Process payments and update invoice and spreadsheets related to the Renewal Process.
• Sell the terms and benefits of the JetStream P