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Client Services Account Manager

Job Code: 2844
Division: ImageAir Charter
Title: Client Services Account Manager
Position Status: Full Time
City: Toronto
State/Province: Ontario


This role ensures that Image Air Charter meets its contractual obligations and commitments to its customers in Aviation while providing excellent customer support, technical support, and optimization for their accounts.  The successful candidate will be responsible for a number of customer accounts and for liaising directly with clients on behalf of Image Air Charter.


Customer Service:

  • Manage and develop day to day relationships with clients;
  • Play a role as a front end client engagement and customer service specialist for all inquiries;
  • Conducting client meetings through phone or face to face contact;
  • Up-selling current services to existing client base;
  • Developing task schedules, tracking client requests and managing the progress of each task;
  • Proactively lead customer support activities including coordinating and collaborating with different departments and customers to review performance and resolve issues;
  • Use and help improve upon CRM tools/systems/processes.

Contract Compliance:

  • Propose/champion/support process improvements affecting the customer experience and operating costs;
  • Intimately understand all customer contracts and ensure that they are being fulfilled legally, operationally and financially;
  • Liaise with other departments to identify and support additional client sales opportunities.

Financial and Administrative Support:

  • Prepare and present client annual budget, regular forecasts, mid-year and annual reviews;
  • Review monthly customer billing for accuracy and alignment with budget.  Act proactively with customers when discrepancies are likely to affect the budget;
  • Provide various types of analyses as required by the client;
  • Ensure proper alignment of actual client expenses against budgeted expenses;
  • Guide Finance and other departments regarding billing, cost allocation, timing of expenses, etc.


  • Set a continuously higher standard of information and presentational quality;
  • Manage all paper flow and document control.                                                    



  • Experience in client engagement and customer service is essential.  Must have a minimum of 2 years’ experience in dealing directly with external clients on behalf of a company;
  • Experience in Contract Management;
  • Experience in Budget & Cost Analysis;
  • Proficient with MS Office software (PowerPoint, Excel, Word); must be highly skilled in Excel.


  • Experience in the Aerospace industry is desirable
  • JDE or other ERP system experience is preferred


  • University degree in Commerce/ Finance/Accounting or other relevant field



Previous Applicants:

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