Analyst/Sr. Analyst Customer Enablement (Chicago, IL, US)

Location: Columbia Centre III (CHI-CTY1) 
Additional Locations: None
Requisition ID: 40289 

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

The purpose of the Service Specialist, Customer Enablement is to complement Frontline Sellers by providing expertise in servicing, customer engagement and performance reporting to strengthen our relationships with our most valued Corporate and Channel customers and achieve share and quality of revenue increases. As part of the Customer Enablement Team, this position will also require strong analytical skills to identify performance trends, market issues and strategies and develop reports and presentations. 

 

The role is comprised of four primary functions:

1. Provide high touch, elevated servicing support to both internal and external customers to effectively respond to escalated service requests that cannot be handled by 24/7 sales support and online tools.
2. Manage a territory of account locations and liaise with the assigned Sales Account Manager to develop a Service Plan that supports the overall account strategy, goals and account plans, including training, development and engagement.
3. Assist Sales Account Managers with corporate and channel account reviews, as well as researching and answering customer RFPs and building presentations for internal and external parties. 
4. Coordinate and execute internal meetings, external sponsorships, promotions and client events, including creative asset management, budget planning, contract negotiation and implementation.

What you'll do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Understand the Passenger Sales Organization’s objectives. Assess each customer request with the goal in mind of balancing American’s goals with the customer values and needs of the business, and leverage accordingly.
• Develop and maintain positive relationships with internal and external customers, including operational airport teams, community organizations, corporate partners, customers and vendors.
• Provide expertise in AA products and services. Communicate in a compelling way and provide proof of value to the customer; in writing, in-person and phone/web-based mediums.
• Account Service Planning – In conjunction with the Account Manager, define a concise service plan, anticipate customer needs and prepare for customer objections. Develop supporting materials to achieve service call objectives and positive outcome, and communicate results and follow-up actions with assigned Account Manager.
• Negotiation & Customer Service Delivery - Effectively negotiate with each customer to provide value based service delivery and the appropriate level of service on the merit of each situation.
• Prepare presentations for leadership and customers to showcase AA performance and trends.
• Teamwork - Collaborate to improve team and individual performance, drive synergies and create efficiencies.  Support cross-functional working groups to incorporate Sales insights into the broader company strategy.
• Personal Effectiveness & Time Management – Develop self, achieve results and find creative ways to problem solving. Prioritize time on the right opportunities to maximize results.
• Analyze trends and create ad-hoc analysis to support Account Managers and Frontline Managers across Sales.

All you'll need for success

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Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree or equivalent experience/training
• 3 years related experience

Preferred Qualifications- Education & Prior Job Experience

• Proficiency in Sabre
• Analytical experience

Skills, Licenses & Certifications

• Must be a highly organized self-starter with the ability to prioritize and perform within a deadline structured environment, handling multiple tasks simultaneously.
• Strong attention to detail is essential.
• Proficiency with Microsoft Office software (e.g. Excel, Word, Outlook, PowerPoint, etc.)
• Solid analytical and problem-solving experience (ability to prepare and analyze reports)
• Must be enthusiastic and able to interact in a professional manner with all departments within the airline, divisional leadership and with external partners, customers and vendors.
• Ability to travel extensively

What you'll get

Feel free to take advantage of all that American Airlines has to offer: 

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. 
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel Free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

 

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

Additional Locations: None
Requisition ID: 40289 

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