Sr. Manager, Customer Management

Job Summary

The Head of Customer Management, Americas Region leads the Customer Management Team to consistently deliver exceptional customer experiences across the Americas region. This multi-faceted manager role is responsible for establishing, maintaining and continually developing a world‑class customer team that excels in responsiveness to product quote requests, tenacity with resolving exceptions, and thoroughness with proactively communicating delivery status and product knowledge. This role owns critical KPIs including response TAT, win rates and emphasizes customer satisfaction across a diverse set of customers.

• Establish 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 deep product and service knowledge necessary to assist customers directly and coach and develop customer team members.
• Execute operational plans aligned with the strategic vision from senior leadership, focusing on implementation, team buy‑in, timing and detail.
• Develop B2B inside sales teams, training, processes and KPIs (including win rate, response times, customer satisfaction, follow‑ups, win/loss information gathering).
• Document work instructions, establish and maintain ongoing training programs and resources for the Customer Team.
• Collaborate globally with Asia and EMEIA Heads of Customer Management to share best practices, improve standards and ensure a consistent customer experience.
• Strong communicator with customers and internal teams to advocate for customer needs and set expectations.
• Coach and develop a world‑class customer team to consistently deliver an exceptional 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 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 that elevates the customer experience through proactivity, competence, resourcefulness and relationship orientation.
• Visit OEM customers in collaboration with Key Account Manager at trade events to learn the voice of customer.
• Support other responsibilities as assigned.

• Strong communication skills when interacting with customers across commercial and operational topics.
• Fearless in setting a high standard of excellence for the customer team that delivers high levels of customer satisfaction.
• Serve as a model for a relentless approach in solving unplanned events through clear and structured communication, quick responsiveness, effective cross‑functional collaboration, and thorough resolutions.
• Minimum 7 years of experience in inside sales, account management, customer care or customer success roles; aviation industry experience a plus.
• Confidence in owning outcomes, taking accountability and being held to performance KPIs.
• Bachelor's degree in business, communications, marketing or another relevant degree.
• Quick learner of new technologies and interfaces; preferable experience with Epicor, Salesforce and/or SAP to leverage technology for the team.
• Proven ability to coach and develop a world‑class customer management team.
• Strong customer‑facing interaction, ability to communicate at all levels, sometimes under pressure and build good relationships at all levels of customer organizations.
• Ability to multi‑task (simultaneous diverse activity) and demonstrate teamwork.
• Passion to win, tenacity to deliver a great experience, and calm under pressure to problem‑solve and work at pace for the benefit of the customer.
• Experience with MS‑Office (Excel, Word, Outlook, PowerPoint, Teams).

We offer a comprehensive benefits package designed to support health, financial security and overall well‑being: competitive medical, dental and vision plans; HSA and FSA plans; mental health resources; employee assistance programs; paid parental leave; company‑paid long‑term disability; competitive 401(k) employer match; floating holiday; tuition reimbursement and other benefits.

We are committed to providing equal opportunities in employment. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. The company participates in E‑Verify as required by law.