Assistant Manager, Airport Solutions – Training

Job Title: Assistant Manager, Airport Solutions – Training

Reports to: Manager, Airport Solutions

Location: Montreal, Canada

Job Type: Temporary until December 31,2026

The Assistant Manager, Airport Solutions - Training supports ACI World's mission to champion the transformation of airports and aviation globally to better connect the world; promoting sustainable growth and capacity optimization, operational and commercial excellence, safety, security, and an exceptional travel experience – all in collaboration with the ACI Regions.

The incumbent plays a vital role in ensuring the smooth execution of all training sales and delivery processes, providing operational, administrative, and client relationship support to the Manager, Airport Solutions – Training Sales. This includes preparing proposals and contracts, coordinating with internal teams for delivery and invoicing, maintaining client engagement, managing data in the CRM system, and preparing sales performance reports.

The position is key to ensuring the quality, accuracy, and responsiveness of the unit's day-to-day operations and its collaboration with the Global Training, Finance, Legal and Airport Experience/ASQ teams.

ACI World's Training Solutions empower the global airport community to strengthen competencies in safety, security, operations, environment, leadership, and customer experience. Working closely with the Airport Solutions team, mainly with the Manager, Airport Solutions – Training Sales, the Assistant Manager ensures that client interactions, proposals, contracts, and internal processes are handled efficiently and professionally, contributing to member satisfaction and business growth.

Operational and Administrative Support

• Prepare and format training proposals, quotations, and contracts for client review and signature in alignment with ACI templates and policies.

• Liaise with the Legal, Finance, and Global Training teams to verify contract terms, course delivery details, instructor travel costs, and invoicing accuracy.

• Track the lifecycle of each opportunity in Dynamics 365 CRM, from initial lead to final delivery and invoicing.

• Ensure timely communication with clients and internal teams as required, including course scheduling, participant lists, and logistical requirements.

• Maintain an updated record of presented proposals, services sold, delivered, and invoiced to support internal reporting and audit readiness.

• Keep track of emails received on the business development team email inbox

• Customer Relationship Management

• Support the Manager by following up with customers and stakeholders to ensure satisfaction and identify opportunities for renewal or additional training needs.

• Respond promptly and professionally to client inquiries and provide guidance on ACI's training portfolio, enrollment procedures, and administrative requirements.

• Coordinate post-delivery follow-ups to collect feedback and identify cross-selling opportunities (e.g., APEX Programs, Accreditations, Employee Survey for Customer Experience).

• Sales and Pipeline Support

• Assist in updating, maintaining, and analyzing sales pipelines and forecasts in collaboration with the Manager.

• Prepare regular reports on proposals sent, contracts signed, revenue achieved, and upcoming opportunities.

• Contribute to the accuracy of data in Dynamics 365 CRM by ensuring all opportunities and client information are current.

• Support the preparation of presentations and materials for management reviews, forecasting, and business planning.

• Coordination and Communication

• Coordinate with instructors and the Global Training team on course logistics, delivery schedules, and availability.

• Collaborate with the Global Training and Finance team to ensure accurate invoicing, payment follow-up, and financial reconciliation of completed courses.

• Support the Manager in his communications with the Marketing and Communications teams to align promotional efforts with scheduled training offerings.

• Support as required events preparation, including identifying key customers and contacts Airport Solutions team should meet, coordinating materials, and tracking post-event follow-ups.

• Participate in internal meetings to provide operational updates and discuss client or delivery challenges.

• Continuous Improvement

• Support process enhancement initiatives to streamline sales administration, contract management, and reporting workflows.

• Contribute ideas for improving customer service, documentation, and digital tools.

• Ensure adherence to ACI policies and data management best practices.

Other related duties may include:

• Assisting management with official letters to airports.

• Preparing presentations and briefing materials for meetings/events

• Verifying information with member airports to ensure accuracy.

• Acting as backup for the Assistant Manager, Airport Experience, and assisting the Airport Solutions Business Development team, as needed

• University degree or college diploma in Business Administration, Marketing, or related field.

• Minimum 3 years of experience in sales administration, business coordination, or client support, preferably in an international or service-oriented environment.

• Experience preparing commercial documents and working with contracts.

• Familiarity with CRM systems (preferably Dynamics 365) and strong proficiency in MS Office Suite (Excel, Word, PowerPoint).

• Experience liaising with internal departments (Finance, Legal, Operations) and external customers.

• Aviation or airport industry experience is an asset.

• Strong organizational skills with a focus on accuracy and timeliness.

• Excellent written and verbal communication in English; proficiency in additional languages is an asset.

• Customer-oriented with a collaborative and professional approach.

• High attention to detail and ability to follow established procedures.

• Proactive problem-solving and adaptability in a fast-paced environment.

• Ability to maintain confidentiality and use discretion in business dealings.

• Stewardship
• Member-focused
• Integrity
• Excellence
• Collaboration
• Innovation
• Inclusivity

• Hybrid work environment (minimum 50% on-site)

• Comprehensive benefits (health, vision, dental, telemedicine)

• RRSP matching contributions

• Discretionary annual compensation bonus,

• 4 weeks of vacation plus personal/mental health days

• Cell phone coverage and telehealth access

• Employee wellness and recognition programs

• Opus transit discount and flexible working culture