Account Manager

Company Description

Inmarsat has been at the forefront of global mobile satellite communications
for over forty years, and is the market leading provider of voice and high-
speed data communications for users on land, at sea and in the air through its
constellation of ‎14 geostationary satellites. Inmarsat is a privately owned
company with a profitable track record and significant growth aspirations.
This is represented by more than ‎55 nationalities in the workforce, reflecting
the global and dynamic nature of the business. With an investment of over $‎3
billion in its latest network infrastructure, Inmarsat is at the forefront of
global mobile communications innovation.
Aviation
Inmarsat 's Aviation business unit is the leading provider of satellite
communications solutions to airlines, operators and passengers worldwide,
keeping people in touch at ‎35,000 feet in the sky. Inmarsat provides the
ultimate inflight connectivity experience for the entire aircraft, from voice
and safety communications in the cockpit to high-speed, reliable broadband in
the cabin.

Job Description

The Account Manager serves as the primary point of contact between Inmarsat
and our airline partners on all commercial integration elements. This includes
the commercial relationship, marketing, expectation management, launch
activities and above all else, generating revenue and achieving our Long Range
Business Plan. The successful candidate will oversee the tactical interactions
with the airlines but also provide a strategic vision of where to drive the
relationship.
Key Accountabilities / Responsibilities:
Business Growth & Profitability
* Grow revenue and profitability of existing direct customers within the framework of agreed contracts
* Contribute to the development commercial solutions
* Identify opportunities for upselling and coordinate with all Aviation Business Unit departments
* Contribution to budget inputs, with bottom-up models that can feed the Long Range Business Plan
* Manage budget and P&L, including the financial aspect of the accounts such as PO validation, invoice & credit issuance, and cash collection
* Make use of research tools and interpret marketing, customer care and operational data to develop comprehensive marketing plans and programs that generate desired business results
* Take accountability for change requests and contract amendments for existing airlines
* Develop and execute airline specific programs in concert with the Digital Revenue
Airline Satisfaction
* Drive direct customers satisfaction and act as first point of escalation for service/operational issues
* Collect satisfaction data from end-users and direct customers to understand satisfaction levels - track and impact ASAT (Airline Satisfaction) and CSAT (Customer/Passenger Satisfaction)
* Formulate action plans to address issues
* Coordinate quick resolution and ongoing process improvement
* Defining, documenting and maintaining an up-to-date view of the airline 's organization including contacts for day-to-day operation as well as for escalation
Contract Management
* Ensure effective execution of commercial contracts
* Contribute to the development and execution of a relationship management plan to influence key stakeholders at direct customers to promote Inmarsat products and services
* Contribute to the development and execution of commercial propositions to ensure end-user customers ' needs are understood and met
* Analyse performance of direct customers contracts and customer contracts
* Meet on a regular basis with Customer counter parts to ensure alignment
* Through customer feedback (including ‎360 sessions), monitor market trends for emerging opportunities to improve value proposition and/or develop new products

Qualifications

Essential Skills and Experience
* Relevant degree or equivalent work experience
* Background in Account Management, preferably in the aviation industry and with knowledge of IFEC
* Proven history of success in account relationship management
* Strong written and verbal communications skills are essential as well as the ability to present in front of groups and audiences that at times may push back
* Experienced in handling contracts, working with attorneys and being a thoughtful negotiator
* Communication and negotiation skills in an international environment with aptitude in building relationships with professionals of all organizational levels
* Global/cultural appreciation, well-travelled with ability to work within a global team

Additional Information

You must be eligible to work in this location advertised.
Inmarsat Values:
Our values define Inmarsat 's culture and represent what we believe in.
Inmarsat employees aspire to certain behaviours which support our corporate
values, they create a stronger working environment and lie at the heart of our
continued success as an organisation.
* Customer - Providing a unique value to our customers
* Accountability - taking ownership, getting results and keeping our promises
* Respect - collaborating, embracing diversity and valuing differences
* Excellence - creating bold solutions for our customers and putting quality at the heart of everything we do