Customer Account Manager
2 weeks ago
About HAECO Americas
Headquartered in Greensboro, NC, with facilities in Lake City, FL, HAECO Americas is a global, world-class aviation company providing services ranging from aircraft maintenance, repair, and overhaul to the manufacturing of aircraft interior products. HAECO Americas is one of the leading aviation corporations in the world. We pride ourselves on safe, high-quality aviation products and services for our customers, as well as security and growth for our most valuable asset -- our people.
Why HAECO Americas
A career with HAECO Americas is your chance to connect with a world leader in aircraft maintenance and interiors. Your career at HAECO will expose you to the best practices of aircraft maintenance on Boeing and Airbus wide-body and narrow-body jets for major airlines and operators. As a HAECO team member, you will learn from the industrys best, pick up new skills, and continue your professional development. We offer a flexible, high-energy work environment with opportunities to innovate, learn and grow - doing work that matters. The sky is the limit on how far your potential could take you at HAECO Americas.
HAECO Americas offers an array of benefits designed with the health and welfare of our employees in mind.
- Comprehensive Benefit Plans
- Health Savings Account
- Career Progression Program
- Paid Premiums for Certifications/Shifts
- Paid Time Off
- Employee Discounts
- Relocation Assistance (if applicable)
- 401k Savings Plan
- Employee Assistance Program
- Certification Assistance and Tuition Reimbursements
- Collaborative and Safe Work Environment
Position Overview
The Customer Account Manager (CAM) is responsible for all aspects of proposal preparation and program execution for their assigned customer(s) and will work with all stakeholders in a balanced matrix environment to ensure customer satisfaction, quality, and on-time delivery. This role will need to balance this requirement with the need to maintain or improve both margin and cash for the business. CAMs are the mini-P&L owner for their assigned customers, working with Group Commercial to help frame the bookings and forecast, and working with operations to ensure revenue, margin, and cash objectives are met or exceeded. This position strives to find the balance between voice of the customer and voice of the business. It will also help drive the organization towards the goal of plan what we do and do what we plan.
- Support Group Commercial customer development and contract renewal plans.
- Lead the proposal preparation process in response to customer RFQs.
- Ensure all bids support achieving the business financial forecast while at the same time are supported by committed and accepted cost estimates from Operations.
- Work closely with Planning and Estimating pre and post order to help gather any missing information and drive for clarification and resolution when needed.
- Organize and proctor the Bid/No-Bid, Bid Kickoff, Commitment Acceptance and Pre-Executive Review meetings and provide support to Entity Commercial in the Executive Review meeting.
- Manage the contract review process, working with legal and other stakeholders, to provide comments and exceptions to customer; help negotiate contract agreement and support post contract preparation, to ensure abstracts and QRH (Quick Reference Handouts) are completed and issued to organization.
- Review setup of all initial invoices for new customers and/or contracts.
- Provide detailed support to Entity Commercial and Operations in Sales & Operation Planning (S&OP).
- Responsible for managing the post order RAIL (Rolling Action Items List) action capture and driving these issues to resolution, while providing visibility to Entity Commercial.
- Work with Operations on a Monitor, Support, Escalate basis. Ensure programs are on track, help when things get stuck, and drive visibility when needed.
- Support Operations in commercial conflict resolution when needed, including but not limited to Fixed Price vs. T&M approvals.
- Monitor critical SO metrics to ensure aircraft are on plan to both schedule and margin escalate when necessary.
- Attend and document periodic program improvement RAIL (Rolling Action Items List) meetings.
- Support post dock reporting and action items arising therefrom.
- Lead periodic program health analysis and reporting, identifying and actioning improvement opportunities as needed.
- Pursue contract relief and adders for customer caused delays and cost impacts
- Drive for more customer/HAECO team building engagement during program.
- Lead HAECO delegation at customer quarterly review meetings.
- Resolve any customer issues and/or contractual conflicts, favorably to both HAECO and customer, wherever possible.
What you need: (Requirements)
- Bachelor's degree or equivalent work experience
- Five years MRO industry experience in a technical field
- 2+ years of experience in both a project management role and a bid support role.
- Must be able to read, write, speak, and understand English
- Must be able to lift 25 pounds, climb stairs, bend, and stoop as necessary.
- Normal or corrected hearing and vision are required.
- Normal office environment where approximately 70% of work is performed in a sitting position.
- Occasional local and out of town travel is required, involving driving and/or flying (10%).
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