Ethan Gura

Responsible for all projects in North America. My duties include pre-deployment sales support, process development, and improvement creation and implementation. Training and hiring of staff. Strategic planning, budgeting, sourcing, and procurement of various systems for Assaia.

• Responsible for long-term strategic SaaS account success, change management, and daily communication with customers to ensure maximum usage and benefits
• Research, develop, and implement use cases with all customer accounts
• Identifying upsell opportunities on existing and future features
• Create and improve new and existing customer-facing communication processes and procedures
• Ensure SLA compliance and customer satisfaction
• Design and implement all customer onboarding processes, including virtual and in-person training modules and materials
• Oversee the design and dissemination of customer dashboards and custom reports
• Conduct new user training and onboarding and recurrent system training
• Work directly with executive and C-level client leadership on a variety of topics

• Coach team of associates in accounting, operations, and client service departments, monitor operational and financial elements on a daily basis and liaise with internal departments to ensure client needs are always satisfied
• Initiate and maintain crucial relationships with agency, private business, clients, and other key stakeholders with expert-level service and interaction tracking
• Oversee all aspects of managed aircraft accounts, including financial oversight, contract compliance, recruiting and staffing, collections and billing, client relationships management, client retention, and account development
• Engage in proactive communication about operational and financial accounts; offer oversight and guidance for all corrective actions, both internally and externally

• Control and support multimillion dollar aircraft project portfolio including oversight of planning, client post-sales, and communications; implemented supplemental proposals, federal compliance and logistics planning
• Managed client relations and drove client success through consistent quality support, and customized project information; designed, tested, and implemented new processes related to customer success and account management
• Developed and conducted process improvement plans for project management systems and procedures, resulting in improved financial efficiencies, client satisfaction, and client retention

• Increased and managed 200+ clients and collaborated with domestic and international brokers and operators to provide on-demand operations; provided specialized customer service solutions for complex issues in accessible terms
• Enhanced and maintained knowledge of products and services; designed sales plans and grew revenue sales to 200%+ through implementation of upgraded flight software, market research, client development, and contract negotiations
• Ensured accurate and timely processing for diverse client base, providing exemplary customer service and support

• Partnered with clients to source private charter flights to meet personal and business requirements; provided guidance and recommendations, including strategic consultations which led to substantive results
• Challenged individual employee sales goals and closely monitored performances to meet forecasted revenues
• Coached, mentored, and counselled store staff regarding workplace policies, procedures, and conduct
• Reviewed charter markets to ensure organization remained competitive

• Assisted Pilot-In-Command for all flight procedures, adhering to standard protocols and procedures
• Guaranteed safety of flight crew, passengers, and aircraft by monitoring weather conditions and provided crew and passengers with relevant updates, adhering to FAA compliance