Overall Purpose Of The Job

Directly responsible for meeting/exceeding territory sales and customer satisfaction targets in the Business & General Aviation segment.  The role proactively engages a client base with the objective of renewing and upselling existing clients, while providing timely and quality customer service to ensure optimal client satisfaction.  The Account Manager will primarily be measured by his/her achievement or overachievement of client renewals and account extension (up-sell) opportunities. This role will also be key in enhancing MedAire’s brand in the assigned territory by representing our organization in local trade associations and events.

Key Responsibilities

• Meet or exceed assigned renewal and account extension (upsell) sales revenue targets for existing client base.
• Implement a territory client engagement plan to maximize client value through thoughtful, insightful interactions to drive client retention and successful account extension sales pursuits.  
• Be the client’s advocate and “Go-To” by providing excellent customer service and support throughout the year.  
• To support client retention objectives, successfully execute client orientation and onboarding activities to ensure new and existing clients have a thorough understanding of how to utilize MedAire’s travel risk management solutions.
• Use of internal sales system to maintain and report client/prospect data and to continuously evaluate progress within the client and prospect group against pipeline, revenue and profit targets, client plans, and take action with the VP, Account Management and Sales Managers as required.
• Managing renewal of existing accounts and cross sell/up sell the range of services/products available.
• Maintain accurate account information in the customer data base-CRM.
• Participate in pipeline reviews and work with VP, Account Management to address sales gaps and help set and execute territory sales strategy.
• Generate proposals, pricing and contract negotiation, and issuance of contracts client renewal and upsell pursuits.
• Responsible for ensuring timely and effective problem resolution for assigned client base.
• Responsible for all administrative and financial activities involving clients including timely receipt of territory’s accounts receivables, renewals, contract review and pricing.
• Identify and drive process changes that specifically improve our client service levels.
• Assist in setting up/arranging and/or attending industry events (Seminars, Trade Shows) as required by business needs.
• Attend and document sales and professional development training.
• Develop a strong network of colleagues and contacts within the organization to gain respect and trust for effective collaboration and cross selling.
• Support the global response center during crisis situations including client communications.
• Maintain all client information which may be encountered either directly or indirectly while in the performance of the job in strict confidence and in accordance with HIPAA and/or any other pertinent confidentiality regulations.
• Remain current in understanding and application of MedAire’s ISO 9001:2010 processes and provide assistance as required in tasks associated with MedAire maintaining its ISO certification.
• Other duties as assigned.

Required Skills and Knowledge

• Good knowledge of the Business & General Aviation and the Health, Security and Travel Assistance Market a plus.
• Strong consultative/solution and value selling skills, results driven sales skills and the ability to close high level account renewals.
• Excellent customer service and support experience
• Excellent negotiation, interpersonal and communication skills.
• Excellent organizational skills and time management skills with the ability to successfully manage numerous projects simultaneously and drive change.
• Understanding of sales operations and processes / process improvement with the ability to lead implementation of change.
• Adaptable to constant change.
• Ability to communicate effectively (verbal and written).  
• Cultural sensitivity and awareness. Ability to work in a multi-cultural environment where consensus is the norm.

Required Competencies

• Customer Focus
• Great communicator 
• Results Orientation
• Persuading and Influencing.
• Planning and Organizing.
• Ability to follow Sales Processes and Systems
• Team work and Commitment to Excel.
• Resilient, resourceful, optimistic and energetic.
• Strong sense of accountability and ability to work under pressure.
• Able to work in an open environment with moderate noise level.

Required Work Experience

• At least 3+ years’ experience in direct B2B solution/consultative selling experience in the aviation industry.
• 3 to 5 years of experience in sales or account management or customer service.
• Demonstrated effective verbal and written communication skills including but not limited to the ability to present to groups and to interpret and summarize complex written materials.
• Demonstrated effective problem solving, interpersonal and analytical skills.
• Demonstrated proficiency in utilizing various CRM and software programs (example Microsoft Outlook, Excel, Power Point, Salesforce.com)

Required Qualifications 

• Bachelor’s Degree from an accredited institution.

Required Languages 

• English proficiency.
• Spanish a plus.

Travel / Rotation Requirements 

• Both domestic and possibly international travel as required to perform duties.  
   

International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.