Client Relations Specialist
- Acting as the primary point of contact for assigned clients, managing communications via phone, email, video calls, and in-person meetings to address inquiries, provide updates on drone missions/projects, and ensure responsive support.
- Building and nurturing long-term strategic relationships by deeply understanding each client's operational needs (e.g., infrastructure inspection workflows, public safety response protocols, or precision agriculture goals), industry challenges, and success metrics, while proactively identifying ways to expand drone usage.
- Leading client onboarding and implementation, including guiding clients through drone platform setup, software training (e.g., mapping/analysis tools), hardware integration, pilot certification support, regulatory compliance guidance (FAA waivers, airspace approvals), and initial flight planning/mission execution.
- Resolving client issues and escalations efficiently, such as troubleshooting drone flight data problems, addressing mission delays due to weather/regulatory hurdles, coordinating with internal teams (pilots, engineers, data analysts, legal/compliance), and following up to confirm resolution and client satisfaction.
- Monitoring client account health, tracking key performance indicators (e.g., flight success rates, data accuracy, ROI from drone inspections, adoption of new features), conducting regular check-ins or quarterly business reviews, and spotting risks (e.g., underutilization) or upsell opportunities (e.g., advanced analytics, additional drone models, or expanded service contracts).
- Gathering and analyzing client feedback on drone performance, software usability, service delivery, and regulatory support to identify trends, advocate for product improvements internally (e.g., to engineering/product teams), and contribute to enhancing offerings like autonomous flight capabilities or real-time data streaming.
- Coordinating client-facing activities, such as scheduling demo flights, training sessions, or site visits; preparing customized proposals, reports, or presentations showcasing drone-derived insights (e.g., 3D models, thermal imagery, progress reports); and assisting with contract renewals, scope expansions, or compliance documentation.
- Ensuring high levels of client retention and satisfaction in a competitive, fast-evolving industry by delivering exceptional service, staying current on drone technology advancements, FAA regulations, and sector-specific applications (e.g., energy/utilities, AEC—architecture/engineering/construction, public safety).
Pay: $44,663.10 - $52,013.63 per year
Work Location: In person
