Customer Experience Manager
Air Methods
full-time
Posted on:
Location Type: Office
Location: Englewood • Colorado • 🇺🇸 United States
Visit company websiteSalary
💰 $102,743 - $131,001 per year
Job Level
SeniorLead
About the role
- Act as the POC for the customer for all products or projects under contract; develop and maintain a strong relationship and open line of communication with customers and their team members.
- Identify risks to performance and pro-actively coordinate cross-functional efforts (including but not limited to operations, engineering, scheduling) in order to optimize service delivery performance and mitigate impact to plan.
- Contribute to revenue and direct margin tracking for each project/product in collaboration with finance and operations.
- Develop and monitor a KPI suite, including forward looking indicators, to effectively measure program performance as stated contractually or as set by the business; and identify / lead actions necessary to improve program performance.
- Perform all requirements of contract close out and customer satisfaction evaluation.
- Coordinate all post-delivery cross-functional requirements (field services, technical reliability, warranty, spares, etc.).
- Support Sales/BD efforts by providing any available market intelligence/customer updates that may lead to new opportunities or up-sales.
Requirements
- Bachelor’s degree (BS/BA) in related technical or business discipline from a four-year college or university and seven or more years’ related aviation or aerospace industry experience and/or training; or equivalent combination of education and experience.
- 5 years of demonstrated experience in customer support or other customer-centric roles.
- Experience in supporting operators in the aerospace/aviation/helicopter industry in an aftermarket role and/or environment.
- Background and experience in aircraft modifications, MRO, aerial operations and/or product manufacturing in either a support, operational or sales role.
- Consideration will be given for Defense Contracting experience in aviation or aerospace.
Benefits
- For more information on our industry-leading benefits, please visit our benefits page here.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
KPI developmentcontract managementrisk managementperformance optimizationcustomer satisfaction evaluationaviation supportMRO (Maintenance, Repair, Overhaul)aircraft modificationsproduct manufacturingmarket intelligence
Soft skills
communicationrelationship managementcross-functional coordinationproblem-solvingcustomer-centric approachleadershiporganizational skillsproactive mindsetcollaborationsales support
Certifications
Bachelor’s degree in related technical or business discipline