Overview

The Superyacht Airtime Sales Manager will maintain a thorough understanding of industry needs and provide a highly visible and proactive service that is aimed towards addressing customer requests and delivering a high-quality experience with a focus on current customer portfolio development, retention, and global expansion within the Superyacht market. This position will work closely with KVH Superyacht Group (SYG) and will be in direct contact with yacht owners, captains, engineers, ETOs, integrators and charter brokers to advise on airtime options including KVH Elite service, and assist in facilitating activations, plan changes, or customizations, as needed. This role will also be responsible for identifying and converting prospective clients to KVH via hardware sales and/or transition third party antennas to KVH service.

Responsibilities

• Manage the Superyacht customer experience and streamline the business process.
• Empathize with every aspect of the customer experience, putting customers’ needs first.
• Maintain high levels of customer engagement (including on site meetings) with a focus on customer satisfaction and loyalty.
• Assist RSM in supporting outside sales representatives and dealer network via trainings, coop opportunities or supplies for events, tradeshows, sponsorships, etc.
• Work with SYG team and KVH marketing to generate more opportunities globally.
• Attend and represent SYG at all coordinated events, both KVH sponsored and outside events to increase brand awareness.
• Create and maintain a database with in-depth knowledge of the customers, effective knowledge of the product being sold, and extensive domain expertise.
• Consult on hardware and airtime options or upgrades and coordinate same.
• Sell KVH airtime for 3rd party antennas
• Upsell existing clients and convert competitor antennas to KVH service.
• Liaise with select superyacht integrators and Service Providers to ensure a seamless customer experience.
• Ensure data usage alerts are set up for customers and make changes as necessary.
• Manage KVH Elite service, including but not limited to forecasts, internal process, inquiries, opportunities, activation orders, plan changes and reporting on same.
• Manage KVH Elite calendar to ensure collaboration between various sales regions and inside sales to maximize subscriptions without exceeding concurrent sub limit.
• Liaise with Network Operations to ensure adequate bandwidth is allocated per Elite region per season to ensure customer satisfaction.
• Liaise with KVH Elite team to ensure timely responses to prospects and customers, work with Elite team and marketing to increase subscriptions.
• Identify trends with high ARPU clients and optimize revenue opportunities.
• Maintain a thorough understanding of airtime policies and offerings and consult with customers on same.
• Assist with activation orders, plan or account changes, custom plans or credits as necessary.
• Work with sales team and inside sales to communicate at risk accounts, liaise on save strategies to assist in churn reduction.
• Work with KVH airtime, technical support and network operations to escalate requests or issues as needed.
• Manage KVH FL office including guests, office billing requirements, delivery assistance, restock office supplies, literature, etc.

Qualifications

• Must be a U.S. citizen or permanent resident
• This position is based in KVH’s South Florida office, with additional travel required
• Prior experience working with or on superyachts is a plus
• Proficient in Microsoft Office, prior experience with Salesforce is preferred
• Strong written and oral communication and reporting skills
• Service minded with excellent customer management skills and a problem-solving attitude
• Organized, persistent, and able to handle multiple projects at the same time 
• Dedicated ability to work autonomously while exercising sound judgement and discretion

KVH offers a full suite of benefits to include paid time off, tuition reimbursement, medical, dental, vision, life insurance, flexible/health spending account, employee stock purchase program, and retirement plan. If you require assistance completing the application or interview process, please contact us at 401.847.3327. KVH is an E-Verify Company and an equal opportunity employer. All applicants will be considered for employment without attention to race, age, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, parental and marital status, genetic information, disability or protected veteran status. US citizens and permanent residency are encouraged to apply. KVH can not sponsor at this time. 

Equal Opportunity Employer/Veterans/Disabled