Head of Customer Accounts

Ultra Electronics Group•Manhattan, KS

6d•Onsite

About The Position

We are an AS9100-certified electronics manufacturer specializing in PCB population, box build, and environmental testing for aerospace and defense clients, with an FAA repair station and in-house design engineering. We seek a dedicated Account Manager to nurture a select portfolio of high-value customers, prioritizing deep relationships and exceptional service over volume. The ideal candidate excels in cross-functional collaboration, ensuring seamless delivery of traceable, compliant products while driving customer satisfaction and long-term growth in a regulated industry.

Requirements

3+ years of experience in account management, sales, or customer success roles, preferably in manufacturing or aerospace/defense sectors.
Proven track record managing a small number of high-value accounts with a focus on relationship-building and quality service.
Strong understanding of aerospace manufacturing processes, including PCB population, box builds, and environmental testing.
Excellent communication and interpersonal skills, with the ability to influence cross-functional teams (Operations, Engineering, Quality, Commercial, Finance).
Familiarity with AS9100, ISO9000, and FAA compliance standards, emphasizing traceability and quality assurance.
Proficiency in ERP/MRP systems for entering and maintaining order books and opportunities
Analytical mindset, capable of interpreting performance data and translating it into actionable insights.
Ability to thrive in a fast-paced, regulated environment with a proactive, customer-centric approach.
Bachelor’s degree in Business, Engineering, or a related field (or equivalent experience).

Nice To Haves

5+ years in account management within aerospace, defense, or electronics manufacturing.
Experience with government contracts
Background in cross-functional collaboration for complex projects involving engineering and quality teams.
Certification in sales/account management (e.g., Certified Sales Professional) or quality systems (e.g., AS9100 auditor).
Proficiency in financial forecasting and contract negotiation in a manufacturing context.
Familiarity with lean principles or supply chain management to support operational alignment.

Responsibilities

Manage key aerospace and defense accounts, building strong, trust-based relationships to understand client needs and exceed expectations.
Serve as the primary point of contact for customers, coordinating all aspects of order fulfillment, from initial inquiry to delivery and post-sale support.
Enter and maintain accurate records in the ERP system for the order book, including order details, timelines, and status updates, ensuring traceability and compliance with AS9100 standards.
Oversee the customer order review process ensuring timely processing of new customer orders.
Collaborate closely with Operations to align production schedules, inventory, and delivery timelines with customer requirements.
Partner with Engineering to translate customer specifications into feasible designs, ensuring manufacturability and compliance with FAA and AS9100 standards.
Work with Quality teams to maintain traceability, resolve issues, and uphold requirements.
Interface with Commercial teams to support negotiating contracts, pricing, and terms, focusing on value-driven agreements that support long-term partnerships.
Engage with Finance to forecast revenue, manage billing, and track project costs, providing accurate reporting on account performance.
Identify and maintain a catalog of opportunities for upselling or expanding services while prioritizing quality outcomes over aggressive sales targets.
Monitor account health through regular check-ins, feedback loops, and performance metrics, addressing risks proactively to prevent escalations.
Prepare and deliver executive summaries, customer reports, and presentations to internal stakeholders and clients, highlighting KPIs like on-time delivery and satisfaction scores.
Support continuous improvement initiatives by gathering customer insights to inform process enhancements across the organization.