Job Description
Job Summary :
Reporting to the Director, Network & Small Fleet Operators, the Customer Support Mgr (CSM) will steer the short, mid and long-term commercial strategies of your dedicated client's portfolio in accordance with the company strategy and 5 year plan. This role requires a very close working relationship with the assigned accounts as well as within the commercial business organization to realize financial and production goals. The Customer Support Manager is part of a team that is dedicated to ensuring the highest levels of customer satisfaction. In this role, you will have in excess of 100 assigned accounts across the assigned territory, and an annual budget target ranging from $10M annually.
Job Duties :
- Develop strong relationships with assigned account(s) in which the following can be accomplished :
o Build trust and confidence in the services provided by Safran HE USA
o Clear understanding of and ability to communicate customer's short and long term business strategy
o Steer the financial targets; invoicing, turnover, gross margin and cash generated through your market
o Maintain a strong sales funnel, to achieve assigned New Business goals
o Achieve yearly budget goals as assigned
o Manage all A / R for assigned Customers on a monthly basis, and provide timely updates to CFO and Finance Manager as required
Complementary Description
Establish short / midterm strategies to develop new business opportunities with existing customers or partners with customersManage commercial gestures and discount with the customers in accordance with Safran HE USA requirements & policiesPrepare and organize all customer visits, relay information, complains, customer requests to relevant stakeholders and update using Safran Customer Relationship Management system Microsoft Dynamics)Pilot contract renewals and lead all offers and contract reviewsTravel :
Approximately ~30% Domestic and International.Responsible for maintaining and tracking a travel budget relative to the territory assigned.The Customer Support Manager will have a fiduciary responsibility to manage company funds appropriately while traveling on company business.Job Requirements
Requirements :
Five to ten years related large account management experience in Aerospace or Helicopter Aerospace desirable or other like Technical Industries; Bachelor degree (B.A or B.S) required, Master's Degree preferred.Strong Business Acumen-o Ability to distill complex subjects down to high level overview, to support internal Business Case review
o Understands business, and the Customer's business model.
o Ability to develop meaningful scorecards to ensure performance as well as customer satisfaction are well measured and driven to expectation.
Organizational Skills-o Able to manage one's efforts, and organize themselves towards objectives
o Ability to continuously adjust priority of work effort is essential to success
Professional Maturity-o Ability to work at all levels of a customer's organization, as well as internally amongst SafranHE Leadership appropriately and professionally.
Technical Aptitude-o Ability to grasp technical subjects. I.E. Aircraft Engines, Aviation, etc.
o Advanced Computer Skills – Microsoft Office 365 : Teams, Outlook, Word, Excel, PowerPoint, SAP, Microsoft Dynamics CRM (FLY), various internal proprietary Software platforms
o Fleet or Maintenance Management System experience such as RAMCO, TRAXXALL, CORRIDOR, other is a plus
o Understanding of ERP solutions is a plus
Capacity to negotiate in a very sensitive environment with multiple decision makers.Strong leadership and initiativeAbility to anticipate and react to potential issues in a timely manner, develop needed action plans and lead execution efficiently is a mustTeam mindset' is crucial to successEagerness and ability to learn is a key component to success in this roleTechnical background in rotary wing aviation is a plusDirect Commercial Sales experience is a plusPilot and / or Maintenance background is a plusExperience with FAA Part 145 Repair Station activity is a plusKnowledge of International Civil Aviation Authorities outside of the FAA is a plus, for example EASA, Transport Canada, otherPhysical Requirements :
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk.The employee must occasionally lift and / or move up to 10 pounds. Specific vision abilities requiredOther :
This position description is not considered all-inclusive and SafranHE USA has the authority to add or delete responsibilities and obligations as necessary to ensure customer satisfactionRole is based in the Dallas-Fort Worth areaParticipate in monitoring internal controls where necessary to ensure complianceSpecificity of the job
Position Detail :
Learn and implement the SafranHE Network Strategy, as relates to the assigned Customer baseDraw the business forecast in your market (short and medium term), follow up on its achievements by managing risks and opportunities rolling 12 monthsLead all commercial negotiations in your portfolio with existing customers and partnersMonitor and ensure customer satisfaction through all the components of the aftersales market : technical support, responsiveness, service rates, material supply, and contract performance KPI's etc.Pilot the cash collection from assigned customersParticipate in all improvement initiatives with the rest of the department and other company departmentsPropose best commercial solution according to situation and customer's needs, in compliance with the contractual agreements and company commercial policiesDraw up commercial offers factoring in the company's commercial policyOptimize contract margin and ensure profitability (additional invoicing, commercial gesture & discounts)Ensure overall contract execution and contractual deliverablesProvide strong leadership to customer service team in resolution to all customer related matters and ensure highest quality of service, communication and products is provided to all stakeholdersBuild up and manage 12 months sales forecast and ensure sales objectives are being followedMaintain and develop strong relationships with existing and new customers
Salary : $10
