Analyst/Senior Analyst, Customer Enablement (Los Angeles, CA, US)

Location: Pacific Corporate Towers (LAX-CTYO) 
Additional Locations: None; Phoenix, AZ; Seattle, WA
Requisition ID: 41067 

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 this role is to complement frontline sellers by providing expertise in servicing and client engagement, as well as analytical acumen to strengthen our relationships with our Corporate and Channel partners.  By partnering with account managers and providing high quality and timely proactive and reactive support, this collaborative effort should deepen our customer relationships and drive share and quality of revenue increases.  This position may office in LAX, Seattle, or Phoenix.

 

The role is composed of four primary functions:

1. Manage an account portfolio and coordinate with the Account Manager to develop a Service Plan that supports the overall account strategy, goals and account plans.
2. Knowledge and understanding of the business objectives and strategies in place for each account when responding to escalated and high touch requests.
3. Leading multi-phase projects that require coordination with stakeholders within and outside of the division that drive toward results.
4. Complex analysis that leverages existing or requires the creation of ad hoc reporting that showcases performance trends and identifies areas of opportunity.

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.

• Clear understanding of Global Sales and Distribution’s goals, objectives and the organizational structure
• Functional expertise of Sales Tools and utilization of the CRM, wavier processing and reporting tools
• Define and execute on specific servicing activities that complement the Account Plan and strengthen customer relationships with the purpose of increasing share and quality of revenue
• Robust understanding of AA’s products and services, and the ability to communicate their value to customers in writing, in person, on the phone and through web-based platforms
• Provide solutions driven support to each customer in a timely and efficient manner that is appropriate and mindful of AA’s limited resources
• Be creative and drive synergies within the division, across the sales organization, and with our joint business and alliance partners that make the team more efficient, increases our value proposition and maximizes results
• Prepare and deliver presentations for customers and leadership that showcase AA’s performance trends, offer marketplace insights and provide actionable next steps.  This could also include customer research.
• Analyze trends utilizing Sales, Revenue Management, Network Planning and Customer Insights & Loyalty data and create ad-hoc analysis to support Account Managers execute on selling activities

All you'll need for success

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
• Proficiency in SQL with familiarization company databases
• Tableau or Power BI
• Microsoft Dynamics

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 with the ability to prepare and analyze reports
• Excellent presentation skills with the ability to communicate succinctly and logically
• 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

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; Phoenix, AZ; Seattle, WA
Requisition ID: 41067 

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