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RH Aero Systems · 1 week ago

CUSTOMER SUCCESS MANAGER

Mason, OH

Contract

Onsite

Mid Level

3+ years exp

RH Aero Systems is setting the standard for aviation support equipment and services. The Customer Success Manager will serve as the primary point of contact for assigned products and customers, ensuring an optimum customer experience and driving performance through effective communication and collaboration.

AerospaceAir TransportationMechanical Engineering

Responsibilities

Build and maintain trusted relationships with OEM customer stakeholders, focusing on managing communications and driving performance (quoting, quality and delivery) to provide 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

Ensure the timely processing of customer orders and work with Sourcing, Quality, Engineering, technicians and program management 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

Qualification

Account managementCustomer supportInterpersonal skillsMS ExcelB2B experienceCommunicationConflict managementTime managementIntegrity

Required

3-5 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