The Role
Manage and grow assigned airline and aviation customer accounts across the digital TechOps ecosystem. Responsibilities include strategic account planning, relationship management, customer reviews, product adoption, issue escalation, customer communications, CRM record maintenance, upselling, cross-selling, pipeline development, budget guidance, and commercial negotiations. The role connects customer needs with Product, R&D, Customer Services, Commercial, and Marketing teams while supporting long-term account growth and customer satisfaction.
Summary Generated by Built In
This is a remote position.
Job Title
CRM And Key Account Manager
About us
flydocs is an asset management solution provider with the aviation industry’s most comprehensive solution for creating value out of aircraft maintenance data. We offer the tools and expertise that allow all industry stakeholders to drive sustainable innovation to help build the future of the commercial aviation asset lifecycle. Recognised as a global leader in digital records management, we were founded in 2007 and are 100% owned by Lufthansa Technik.
Purpose of the Role
The CRM & Account Manager is responsible for managing, developing, and growing assigned customer accounts across Digital Techops Ecosystem. The role combines strategic account management, operational customer engagement, and commercial ownership to strengthen customer relationships, drive adoption, and create long-term business value.
Team Structure
This role sits within the CRM & Account Management team and works closely with Product Management, R&D, Customer Services, and other teams across the LHT digital ecosystem. The CRM & Account Manager acts as the primary point of contact for assigned customers and connects customer requirements with internal capabilities, ensuring alignment from strategy through execution and commercial growth.
Work Arrangement
You can work from anywhere in EMEA, preferred our existing office locations. While we embrace remote flexibility, we also value human connection, around 25% of your time will involve in-person collaboration, such as workshops, planning sessions, or customer meetings at coworking spaces or regional offices.
Who You Will Work With
You will collaborate closely with:
• Assigned airline and aviation customers and their key stakeholders.
• Product Management and Product teams across AMOS, Aviatar, and flydocs.
• R&D / Development teams to address customer requirements and escalations.
• Customer Services and support teams to ensure effective customer delivery.
• Commercial and business teams to identify and close growth opportunities.
• Internal stakeholders across the broader Lufthansa Technik digital ecosystem.
• Marketing and communication teams for customer communications, surveys, events, and engagement activities.
How You Will Contribute
• Develop and maintain strategic account plans covering stakeholder mapping, customer risks and opportunities, product interdependencies, and long-term growth objectives.
• Build trusted, long-term relationships with assigned customers and act as a consultative strategic partner.
• Serve as the primary operational contact, ensuring customer needs are addressed promptly and effectively.
• Gather, understand, and communicate customer needs, expectations, feedback, and industry trends, acting as the voice of the customer internally and the voice of Ecosystem.
• Conduct regular customer reviews and meetings to monitor satisfaction, product adoption, engagement, and areas for improvement.
• Monitor overall customer health, identify risks early, and coordinate appropriate mitigation actions.
• Coordinate with Product Management, R&D, Development, and Customer Services to manage escalations and ensure customer commitments are delivered.
• Keep customers informed about product updates, new features, roadmap developments, and relevant capabilities across AMOS, Aviatar, and flydocs.
• Identify opportunities to improve customer adoption and propose tailored solutions based on customer requirements.
• Maintain accurate customer information, stakeholder records, interactions, and account activities within CRM systems.
• Lead customer communications such as surveys, mailings, events, and other engagement initiatives.
• Own commercial discussions for assigned existing accounts and drive opportunities through to closure.
• Identify, develop, and close upsell and cross-sell opportunities across the LHT digital ecosystem.
• Build and manage a 3-12 month pipeline of account expansion opportunities.
• Support customers in planning and prioritising investments, including guidance on applicable charges and budget preparation.
• Identify and develop strategic reference customers in collaboration with relevant internal teams.
• Stay informed about aircraft maintenance, aviation industry developments, emerging technologies, and evolving customer needs to proactively strengthen account relationships.
• Contribute to continuous improvement of account management practices and customer experience.
We’d Be Really Happy If You Have:
Must-Have Skills and Experience:
• Previous experience in aircraft maintenance activities, with a strong understanding of aviation business processes and related software solutions.
• Proven experience across strategic account management, operational customer support, and commercial ownership.
• Excellent interpersonal and communication skills, willingness to adapt and active listening.
Nice-to-Have Skills and Experience:
• Experience managing relationships with airline, MRO, aviation technology, or other enterprise customers.
• Strong understanding of aircraft maintenance processes and aviation industry requirements.
• Knowledge of digital techops ecosystem including flydocs, AMOS and aviator products is a strong plus.
• Demonstrated ability to identify customer needs and translate them into practical solutions and business opportunities.
• Strong commercial acumen with experience in upselling, cross-selling, pipeline management, and account growth.
• University degree or equivalent professional experience preferred.
• Proficiency in MS Office and CRM/business collaboration tools such as Zoho, HubSpot, and Confluence.
• A proactive, flexible, and collaborative approach, with the ability to work independently in a fast-paced environment.
Skills Required
- Previous experience in aircraft maintenance activities
- Strong understanding of aviation business processes and related software solutions
- Experience in strategic account management
- Experience in operational customer support
- Experience with commercial ownership
- Excellent interpersonal and communication skills
- Willingness to adapt and active listening
- Experience managing airline, MRO, aviation technology, or enterprise customer relationships
- Strong understanding of aircraft maintenance processes and aviation industry requirements
- Knowledge of flydocs, AMOS, and Aviator products
- Ability to translate customer needs into practical solutions and business opportunities
- Commercial acumen, including upselling, cross-selling, pipeline management, and account growth
- University degree or equivalent professional experience
- Proficiency in Microsoft Office and CRM or business collaboration tools such as Zoho, HubSpot, and Confluence
- Proactive, flexible, collaborative, and independent working approach
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The Company
What We Do
flydocs is an aviation asset-management solution provider specializing in digital records management and aircraft maintenance data. Its software and expert services help airlines, lessors, maintenance, repair and overhaul organizations, and original equipment manufacturers manage technical records, monitor aircraft assets, support compliance and airworthiness, and improve operational efficiency throughout the commercial aviation asset lifecycle. The company is owned by Lufthansa Technik.
