Account Manager, North America

The airline industry faces pressures like few others – highly regulated, deeply competitive, ultra-visible and with incredibly tight margins. Worldwide over 800,000 pilots and crew must be perfectly aligned with flight schedules in ways that balance on-time performance, cost, compliance and crew satisfaction. That is where merlot.aero comes in. We unleash insights for high performance crews through powerful optimization and mobile automation software. A New Zealand success story, merlot.aero ensures 1.5 million perfect flights a year (and growing). We have a team of 120 strong globally, with a growing customer base we now have an opportunity for an Account Manager to work with our North American customers.

We are flexible around where the role will be based within this region.

ABOUT THE ROLE:

This fantastic role offers the best of all worlds – a high level of responsibility, great regional travel and working for a world leading industry innovator. The purpose of this role is to oversee the customer success and satisfaction for a number of our airline customers in North America. In this role you will take a strategic approach to account management – creating a mutual action plan oriented to customer success objectives, acting as a trusted advisor in the alignment of business challenges to our solution value, acting as a Sherpa to guide our customers to get the most from their merlot.aero partnership, and providing an escalation point for our customer success team. You will leverage your experience in value-oriented sales frameworks to ensure that we meet our revenue targets from these accounts whilst providing the highest level of service. You will interface with stakeholders at a variety of levels spanning airline executives to department leaders and functional managers. You will also efficiently complete account management processes including annual briefings, quarterly health checks, monthly steering committee meetings and any proposals/statements of work required to interface with our commercial and R&D teams.

WHAT YOU’LL DO:

  • Lead regional account planning to provide reasonable and thorough revenue projections for key account budgeting purposes
  • Transform our engagement with accounts to elevate the level of conversation to executive value-oriented solution selling. Build strong relationships with our key stakeholders.
  • Leverage our industry solution experts/presales as part of a complex sales strategy
  • Be skilled at managing local partner relationships to your advantage including technology partners, service partners and trade partners
  • Proficiently leverage our B2B sales process/methodology including pipeline, account planning, proposals and contracts
  • Understand and thrive in solution selling for cutting-edge/future technologies - driving a lean style of constant experimentation and learning
  • Understand holistic customer service and take ownership in continually improving our customer Net Promoter/satisfaction scores
  • Work closely with the strategy team to align product roadmap, market research and account-based-marketing capabilities in an efficient and innovative way.

ABOUT YOU:

  • At least 5 years’ experience in complex B2B sales/account management
  • At least 3 years’ experience in enterprise Service (SAAS) solutions
  • You have a proven track record of hitting revenue targets in high growth environments
  • You love talking to customers and inspiring engagement in a cutting-edge vision
  • You are an expert at value-based/business case selling
  • You thrive when collaborating across multi-disciplinary teams and time zones
  • You must be comfortable working remotely as part of a global virtual team
  • You care deeply about best-practices and standards for world class enterprise software sales
  • Your time management, multi-tasking and organizational skill are second to none
  • Great communication skills (with very high proficiency in English)

BONUS POINTS

  • Second language skills
  • Experience in complex analytics software/AI/algorithms for planning, scheduling, constraints theory
  • Airline industry experience

JOINING OUR TEAM

  • Innovative NZ software success story headquartered from Auckland, NZ
  • Great culture with strong values