Director- Customer Account Management
Summary
Leads the Customer Account Management Team across the Americas for an aerospace Ground Support Equipment company, managing B2B inside sales operations, team development, and customer experience while hitting KPIs like response time, win rates, and satisfaction. Requires deep product knowledge in aviation tools/services and collaboration with Sales, Key Accounts, and Supply Chain.
About RH Aero Systems:
RH Aero Systems is setting the standard for aviation support equipment and services. Through our industry-leading businesses – Rhinestahl and HYDRO Systems – we deliver capability across custom-designed Ground Support Equipment, OEM-licensed engine and airframe tooling, 26 global service centers and innovative engineered solutions for OEMs, MROs and Operators worldwide. RH Aero Systems’ global headquarters are in Mason, Ohio, USA, with Regional Headquarters in Biberach, Germany and Singapore. For further details visit RHAero.com.
Job Summary:
The Sr. Manager, Customer Account Management, Americas Region leads the Customer Management Team to consistently deliver exceptional customer experiences across the Americas region. This multi-faceted working manager role is responsible for establishing, maintaining and continuously developing a world-class customer team who excel in responsiveness to product quote requests, tenaciousness with resolving exceptions and thoroughness with proactively communicating delivery statuses and product knowledge. This role owns critical KPIs including response TAT, win rates and with a clear emphasis on customer satisfaction across a diverse set of customers.
Key Responsibilities:
- Establishes the tone, pace and standard for the Customer Team in the Americas region
- Serve as the primary escalation point for customer team issues both externally and internally
- Learn and maintain a deep level of product and service knowledge necessary to assist customers directly and to coach and development customer team members
- Execute operational plan in alignment with the strategic vision provided by senior leadership with clear focus on implementation, team buy-in, timing and attention to detail
- Commercial aptitude for B2B inside sales team development, training, processes, and KPIs (including win rate, response times, customer satisfaction, follow-ups, a win/loss information gathering)
- Document work instructions, establish and maintain ongoing training programs and training support resources for the Customer Team
- Collaborate globally with the Asia and EMEIA regional Heads of Customer Management to share best practices, improve standards and processes and ensure a consistent customer experience
- Strong communicator with customers and across internal teams to advocate for customer needs and to set customer expectations
- Coach and develop a world-class customer team that consistently delivers an exceptional customer experience
- Work closely with Sales and Key Accounts on shared customer assignments and related activities
- Collaborate with Sales Operations on pricing methodologies, processes and KPIs to ensure responsive quoting, effective pricing and effective processes
- Coordinate, facilitate and collaborate with cross-functional teams including supply chain and accounting to remove barriers and strengthen communications and operational data visibility
- Manage prepayment requirements and outstanding AR issues for Customers when required
- Set a high work standard for customer care that elevates the customer experience by being proactive, competent, resourceful and relationship-oriented
- Visit OEM customers in collaboration with Key Account Manager at trade events to develop face-to-face relationships focused on learning voice of customer
- Support other responsibilities as assigned.