Customer Account Leader

Standard Aero•San Antonio, TX

5h•Onsite

About The Position

As a Customer Account Leader, you’ll serve as the primary liaison between customers and internal teams including operations, engineering, materials, and sales to support product transactions and customer programs. You will help drive customer satisfaction, manage transactional and contractual accounts, and support business objectives through effective communication, coordination, and problem resolution.

Requirements

2+ years of customer-facing experience managing multiple internal and external stakeholders with competing priorities
2+ years of experience applying negotiation, influencing, conflict resolution, and customer service in a professional environment
Experience preparing business communications, reports, or customer documentation in a professional setting
Experience working in cross-functional teams within a business or operational environment
Experience managing multiple priorities and deadlines in a fast-paced environment
Experience interpreting technical data from OEMs or regulatory authorities in a professional setting
1+ year of experience using Microsoft Excel for tracking, reporting, or analysis
1+ year of experience using ERP and/or CRM systems (e.g., SAP, Oracle, Salesforce, or equivalent)

Nice To Haves

Associate or Bachelor’s degree in Business, Engineering, Aviation Management, or related field
3+ years of experience in a customer-facing, commercial, account management, or program support role
Aviation, aerospace, or aircraft maintenance industry experience, including exposure to aircraft, engines, components, or MRO operations
Familiarity with OEM, airline, military, or aerospace customer support environments
Knowledge of aviation maintenance documentation, production operations, or repair processes
Strong verbal and written communication skills
Strong negotiation, conflict resolution, and customer relationship management abilities
Collaborative mindset with the ability to build effective working relationships across teams
Strong organizational and analytical thinking skills
Self-motivated with a continuous improvement and learning mindset
Ability to adapt to changing priorities and business needs

Responsibilities

Acts as the primary channel throughout the customer journey once work is secured (e.g., customer onboarding, requirements gathering, reports, visits, customer updates, etc.).
Listening to and capturing customer’s feedback, ensuring a smooth customer experience, and uses this information to cultivate customer loyalty and improve StandardAero’s overall service offering.
Coordinating supporting services required for the engine MRO event if needed (e.g., logistics, rentals, field service work, component repairs, consignment inventory, etc.).
Coordinating commercial activities to ensure satisfactory execution of the MRO event (e.g. contract flow down, translating customer requirements, work scope definition, etc.).
Coordinating and validating fulfillment of technical requirements regarding the MRO event (e.g., customer/commercial and airworthiness reports, technical documentation, etc.).
Prepares and present customer estimates and invoices, managing customer expectations with respect to costs and resolving any issues as they arise.
Maintains data in the internal applications/ systems (e.g., ERP (SA Menu), Customer Relationship Management (CRM) or SalesForce.com (SFDC) database, etc.).
Actively managing the costs and financial performance of the MRO event/ transaction as it flows through the shop, while maintaining accuracy and compliance.
Understands high-level business strategy and financial targets as it applies to the customer, working to find innovative solutions to meet or exceed them.
Understands technical data and their applicability to the transaction and customer (e.g., OEM documents/portals, Transport Authority regulations, internal quality documents, etc.).
Understands the LEAP Engine OEM and customer-specific maintenance requirements.