CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a "SaaS plus" model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,100 employees in 13 locations around the world.
AMSTAT is the leading provider of researched market information to the business aviation industry. AMSTAT provides data on the worldwide fleet of corporate aviation aircraft, including jets, turboprops, and turbine helicopters. AMSTAT's data includes aircraft for sale status, aircraft owners and contact lists, aircraft transactions data, and fractional ownership information.
CAMP's relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.
This is an exciting new venture and a unique opportunity to contribute to and be a part of building a completely new business that is incubated within a large, stable, mature company.
CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Business Media portfolio.
Job Summary
The AMSTAT senior management is searching for a self-motivated, forward-thinking, highly skilled Customer Service Manager with aircraft and business aviation domain knowledge. Your central responsibilities will be to grow our current customer service team. Continue to build new relationships with customers and nurture our core customer relationships.
CUSTOMER EXPERIENCE MANAGER
Supervise the daily operations of the customer service team training, mentoring, and participating as an individual contributor.
Interact with our customers daily via the telephone, email or in person.
Train our customers in person or via zoom on our application.
Coordinate company resources to create lasting multilevel relationships with strategic clients.
Develop relationships with customers so customers have a point of contact when questions or queries come up.
Develop a strong understanding of our business and application offerings and differentiation for team coaching
Assist team members with difficult customer inquiries.
Attend between 5-10 domestic and 1 international trade show per year.
Implement Zendesk and look for other modern customer service solutions.
Work as a client advocate with the product management team to resolve production issues and to develop new functionality and services.
Work as a key member of the management team to meet company goals and objectives.
Network with customer service departments of other CAMP companies to share insight and best practices.
Stay current on the latest industry trends and techniques.
Qualifications
We are looking for an individual with a proven record of leading teams to high achievement and the desire to work in a fast-paced environment.
Required:
Undergraduate Degree in any field where the knowledge can be applied to this role.
Minimum 3+ years of successful SaaS customer service management experience.
Exceptional customer service and customer service coaching skills.
Demonstrated ability to lead a team to consistent meet or exceed targets.
Proven ability to collaborate with all team members across the Company.
Ability to leverage systems and process to accelerate sales, with a strong attention to detail.
Excellent organizational and prioritization skills.
Experience in working in and implementing a modern customer service environment.
Experience with Zendesk or similar.
Preferred:
Aerospace or Aviation industry experience.
Salesforce or equivalent CRM experience.
About You
Strong team leader and coach with exceptional selling skills.
Driven to implement the modernization of a successful customer service department.
Naturally curious, passionate and have a "whatever it takes" attitude.
Fast learner with the ability to grasp new concepts quickly. Able to learn new applications.
Persuasive, amiable, self-motivated, and goal oriented.
Enjoy working in a team environment.
Ability to quickly adapt to priorities as required in a high-growth environment.
Willingness to work hard and put in the extra effort to get the job done.
Language skills (we have a global client base) a nice to have.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
