Head, Customer Management, Americas

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, tenacity in resolving exceptions and thoroughness in 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.

• 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 develop 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

• Strong communication skills interacting with customers across commercial and operational topics
• Fearless is 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 customer communications, 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 with owning outcomes, taking accountability and being held to performance KPIs
• Bachelors degree in business, communications, marketing or other relevant degree
• Quick learner of new technologies and interfaces, preferable experience with Epicor, Salesforce and/or SAP with ability to leverage technology to support the customer team and the customer
• 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 ability to build good relationships at all levels of customer organizations
• Ability to multi‑task (simultaneous diverse customer activity), combined with a demonstrated ability to work as a team player
• Passion to win, tenaciousness to deliver a…