CLIENT RELATIONSHIP MANAGER

Cutter Aviation•Prescott, AZ

About The Position

Cutter Aviation is searching for an energetic and professional individual to manage client accounts/relationships on a personal and technical level to ensure a positive client experience throughout ownership. Individual will be responsible for maintaining client retention and fostering brand loyalty through customer-centric liaison during maintenance events, routine flight operations and any unforeseen ownership challenges by coordinating action plans at service facility until resolution. This position will support Cutter Aviation’s clients at Cutter Aviation Prescott. In addition, this position will be accountable for the following Key Duties and Responsibilities: Key Duties and Responsibilities: Primary point of contact regarding aircraft maintenance events. Prepare and provide estimates for customer review and approval. Represent Cutter Aviation at trade exhibitions or networking events as needed. Maintain and help create our customer-based maintenance experience at a high level. Establish and maintain a professional working relationship with the customers and their personnel. Sustain growth as a motivated self-starter, proactive in identifying issues and areas for improvement. Maintain constant comprehensive awareness of all aspects of projects with regard to customer communication. Prepare for customer arrival in advance to assure a full understanding of the work scope and the customer’s expectations. Communicate aircraft issues with Customer - Identifies solutions and defines ways to provide exceptional customer service. Mains customer contact for feedback, follow-up, sends out customer surveys and logs appropriate data into CRM systems. Upsells and cross sells additional work to Customer such as but not limited to STCs, avionics installations and aircraft upgrades. Assist with Reviews to work orders throughout the project and upon satisfactory completion of all work performed, initiates work order closing, presents final work order invoice to customer. Work closely, support and take direction from Manager of Aircraft Services, Administration, Client Relationship Director, Reginal Sales Manager, and entire Team of Technicians at service facility. Further support of Regional Sales Manager will include sending work order authorizations, providing work scope estimates and overall communication when new customer visits facility for maintenance event.

Requirements

High School Diploma or GED
Microsoft office suite skills - required.
Outstanding computer skills - required.
Ability to arrive early or stay late as workload dictates, including an occasional weekend if needed.
Excellent inter-personal skills required. Position has significant interaction with customers and vendors; including new aircraft/engine/propeller etc. manufactures.
Clean driving record.
Able to pass a background check.
Ability to pass a drug screening test.
Ability to multi-task in fast-paced environment.
Ability to maintain a safe and clean work environment.
Ability to communicate well in straight-forward situations.
A willingness to take on new responsibilities and challenges.
Organizational & problem-solving skills with attention to detail.
Ability to maintain composure in difficult or high stress situations.
Self-starter attitude, solution oriented and focused on positive results.
Being reliable, responsible, and dependable, fulfilling duties and obligations.
Ability to be a Team player and promote Cutter Aviation services to our clients.
Must always remain courteous, displaying a good-natured, cooperative attitude.
Must possess a positive attitude and ability to meet key deliverables and objectives.
Ability to analyze and interpret professional journals, technical procedures, or governmental regulations.
Ability to effectively present information and respond to questions from groups of management, customers, or public.
Accepting criticism and dealing calmly and effectively with high stress situations being open to change (positive or negative) and to considerable variety in the workplace.

Nice To Haves

Prior experience working at a repair station - preferred.
Corridor, Salesforce, Microsoft Teams, and aviation maintenance software experience - a plus.

Responsibilities

Primary point of contact regarding aircraft maintenance events.
Prepare and provide estimates for customer review and approval.
Represent Cutter Aviation at trade exhibitions or networking events as needed.
Maintain and help create our customer-based maintenance experience at a high level.
Establish and maintain a professional working relationship with the customers and their personnel.
Sustain growth as a motivated self-starter, proactive in identifying issues and areas for improvement.
Maintain constant comprehensive awareness of all aspects of projects with regard to customer communication.
Prepare for customer arrival in advance to assure a full understanding of the work scope and the customer’s expectations.
Communicate aircraft issues with Customer - Identifies solutions and defines ways to provide exceptional customer service.
Maintains customer contact for feedback, follow-up, sends out customer surveys and logs appropriate data into CRM systems.
Upsells and cross sells additional work to Customer such as but not limited to STCs, avionics installations and aircraft upgrades.
Assist with Reviews to work orders throughout the project and upon satisfactory completion of all work performed, initiates work order closing, presents final work order invoice to customer.
Work closely, support and take direction from Manager of Aircraft Services, Administration, Client Relationship Director, Reginal Sales Manager, and entire Team of Technicians at service facility.
Further support of Regional Sales Manager will include sending work order authorizations, providing work scope estimates and overall communication when new customer visits facility for maintenance event.