Client Account Director

Global Eagle is a leading provider of satellite-based broadband connectivity, television and entertainment services, content and data analytics to aviation, maritime, enterprise and government markets. Global Eagle offers a fully integrated portfolio of rich media content and high-speed connectivity solutions for airlines, private jets, cruise lines, commercial ships, super-yachts, ferries, enterprise, government and military installations worldwide with proprietary performance-enhancing technologies and exclusive access to premium media. With 1,500 employees on six continents and leading global satellite and ground networks, the company delivers exceptional service and concierge support to its customers.

Find out more at www.globaleagle.com.

Role Summary

As a key member of the Client Account Management Team you will report to “SVP Sales and Client Account Management”. The Client Account Director serves as the primary business contact for the client and is responsible for maintaining a high level of client satisfaction. To manage the relationship between the client and GEE and to assure that an adequate level of attention is placed on delivering “best in class” customer service when acting as the liaison between both parties.

Primarily, your role will be concerning overall responsibility for the successful initiation, planning, design, execution, monitoring, controlling and closure of projects relating to the specifically identified client, covering the entire GEE scope of products and services. To cover all domains of GEE products and services in use by the client: Content, Games/software, Digital Media, live TV channels, Connectivity, and related services. The precise mix and balance of tasks/responsibilities will vary depending on the products and services needs of the Client account.

This position is responsible for developing and nurturing the relationship with our key existing Client and requires continuous monitoring of customer satisfaction and review of customer feedback.

Key Responsibilities

• Manage all aspects of the program as a productive enterprise for the Company.
• Coordinate with Company technical departments to ensure timely, efficient installation, activation, and operation of the solutions.
• Develop and grow mutually productive relationships with relevant client executives.
• Grow the Company’s business with the client.
• Demonstrate exceptional customer and Company support balance.
• Ensure timely, clear, complete communications between the Company and the client.
• Synchronize, schedule and ensure timely completion of program requirements.
• Collaborate with engineering, sales, marketing, product development, and executive personnel from the Company, the client, and our partners to deliver profitable and valuable new services and capabilities.
• Lead periodic joint business reviews with the client.
• Provide an annual business plan and timely updates.
• Provide periodic and ad hoc reports on the partnership’s business.
• Provide program insight and detail to support the Company’s bids for new business and partnerships.

Qualifications/Experience

• Proven experience of successful account, program, or project management in the airline industry, in-flight entertainment, avionics, information technology, communications service provider industry or related fields.

• Proven experience of industry exposure: Airline, In-Flight Entertainment, OEM, Technical Services

• Expertise in selling complex, high value solutions to executive levels within the aviation industry.
• Expertise in developing, presenting, and executing multi-year business plans and budgets.
• Expertise in establishing and managing executive and technical relationships.
• Certifiable for work in Asia and for entry in the United States of America.
• Fluency in business practices of the country in which the airline / partner is headquartered.
• Strong oral and written English communications skills.
• Strong program and project management skills with a strong sense of critical thinking.
• Good financial and operations analytical skills.
• Business skills in MS ® Excel ®, Word ®, PowerPoint ®, and Project ®
• Multi-cultural work experience is an advantage.
• University Bachelor’s degree or equivalent is required.
• University Master’s or Graduate degree in Business Management (MBA), Management (MM), or Finance (MF) is an advantage.

• Tech savvy – able to communicate high level technology hardware/software/ satellite based solutions to client.

• Demonstrable existing relations with decision makers in the airline industry

• Demonstrable success in account management, business development, project management, product management, innovation

Key skills required

• Delegate work in a way which builds commitment and opportunity for others

• Plan and carry out responsibilities with minimal direction

• Handle stressful situations and deadline pressures well

• Accepts responsibility for achieving goals and expectations

• Demonstrated ability to establish and maintain effective relationships and partnerships with key stakeholders.

• Demonstrated experience in leading and managing projects that are strategic in nature and global in scope.

• Contract negotiations and contract analysis as base for business relationship

• Motivated, goal orientated, persistent and a skilled negotiator

• Confidence in delivering presentations comfortably and successfully to large audiences, including up to board level.

• Identify opportunities to grow existing accounts to achieve account NPV growth.

• Able to deliver to strict deadlines

• Able to construct and write business proposals.

• Ability to operate in a virtual team environment on a global scale.

Management

• To play a key role for the business in managing the portfolio of this account from initial take on, through to on-going relationship management. This individual will act as a go-to expert for any client queries or issues and will work diligently to resolve them. Will engage with stakeholders throughout the business to coordinate multiple client projects that will meet and exceed client expectations.

• Focus on retention and continuous improvement

• Monitor scope creep through Client change orders, internal change orders, phased delivery or methods to ensure projects deliver on time line, scope, budget, and strategy expectations. Cooperate/align with Content Services Manager, CSM, to ensure that deliverables are met in quality, volume and time.

• Evaluate all key project deliverables, as well as final product to ensure traceability of requirements, high quality and Client acceptance.

• Ensure project meets internal and Client expectations with respect to quality, budget, delivery time lines, and strategy.

• Identify, track, manage and mitigate risk on specific Client engagements. Escalate these issues when necessary to ensure minimal impact to quality, budget, and time line.

• Where project control is in jeopardy, create contingency plans with appropriate input from key team members and implement a revised project schedule, scope or budget in a timely manner.

• Risk analysis, risk avoidance, issue handling and resolution

• Innovation/Creativity on looking at accounts suggesting ideas and ways to improve accounts.

• Provide expert knowledge to the customer with insights on industry and technology developments with support from key areas of the group.

• Deliver reports to client at various stages of the operation, together with delivering a final presentation with recommended improvements to their business.

• 3rd Party Liaison with Hardware manufacturers/Integrators

schedule will depend upon the needs of the Company and client. In order to support the growth of the Company’s global business, the successful candidate must occasionally work during hours outside of the normal local business day. Travel is required to and around client airline and partner locations, worldwide. Travel frequency and duration will depend upon the needs of the Company.

Please note : Only shortlisted candidates will be contacted.