RH Aero Systems · 1 day ago
CUSTOMER SUCCESS MANAGER
Mason, OH
Contract
Onsite
Senior Level
5+ years expRH Aero Systems is a leader in aviation support equipment and services, with a commitment to reliability and quality. They are seeking a Customer Success Manager to serve as the primary point of contact for assigned products and customers, ensuring an optimal customer experience through effective communication and cross-functional collaboration.
AerospaceAir TransportationMechanical Engineering
Responsibilities
Build and maintain trusted relationships with OEM customer stakeholders, focusing on managing communications and interanal pressure around performance (quoting, quality and delivery) to drive long term partnership value and mutual success
Act as the OEM customer’s voice within RH Aero, leading cross-functional collaboration to proactively identify and resolve issues affecting license performance, order fulfillment, and customer satisfaction
Leverage customer feedback, performance data, and internal metrics to identify trends, propose improvements, and capitalize on operational and service opportunities that drive customer value
Perform as primary point of contact (POC) to the OEM customer from initial quote request to product shipment for new and service activities
Validate that Purchase Orders/Contracts meet the agreed upon Terms & Conditions
Work with Sales Operations Team to ensure the timely processing of customer orders and work with Sourcing, Quality, Engineering, and Aftermarket Services to support the timely resolution of problems/issues related to product design and/or manufacture
Provide order status updates to customers as required
Research and correct regular, advanced, and long-standing customer concerns
Collect customer feedback and make process changes to exceed customer satisfaction goals
Complete special projects by using effective decision making, critical thinking and time management skills
Maintain ERP system (Epicor) with current order/shipment related information specific to the OEM and its associated site locations
Be available to travel to OEM corporate and site locations to build relationships face to face; 10-15% travel time expected per year
Qualification
Required
5-7 years prior account management and/or customer support experience
Bachelor's degree, preferably in business, communications or technical support field
Prior experience in Industrial B2B industries working with customers in a global environment, preferably aerospace or industrial manufacturing
Exceptional interpersonal skills with ability to effectively manage conflict and communicate action plans to drive to a satisfactory resolution that builds trust and confidence
Exceptional attitude and passion towards serving customers an outstanding experience
Proficiency with computer software applications, e.g. MS Office with emphasis on MS Excel
Ability to multi-task and work effectively under time and customer pressure
Ability to interact effectively and confidently at various levels and across different customer and technical functions within a customer's organization
Articulate and effective communicator with the ability to influence others through the employment of sound judgment and good sense rather than the use of authority
Highest standards of integrity, loyalty, honesty, moral and ethical values
Company
RH Aero Systems
RH Aero Systems supplies aviation support equipment, OEM-certified tools, and maintenance solutions for aircraft operations.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase