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Director of Customer Accounts Management

4 months ago

Charlotte, United States TAT Technologies Ltd Full time
Job DescriptionJob Description

Established in 1969, TAT Technologies (“TAT”) is a fast-growing profitable provider of aerospace thermal management, power and actuation products and repair services. TAT is a strategic global partner to leading players in the aerospace industry and specializes in providing innovative commercial, defense, OEM and repair/overhaul solutions. Our experience, flexibility, and commitment to meeting customer’s requirements have positioned us to be a trusted partner to some of the world’s leading aircraft manufacturers, OEM’s, airlines, MRO’s, air forces and defense organizations. TAT employs more than 600 employees’ worldwide, with facilities in the US, Israel and Russia.

In the last two years, TAT Technologies in collaboration with each of its subsidiaries, began a process of centralizing its global sales and account management activities in the attractive Charlotte, NC area with great access to the airport (CLT). The purpose of this newly created position is to pro-actively manage selected key customer accounts across the different TAT companies with the objective of creating strong customer relationships and sustainable business growth.

The Director of Customer Accounts Management is a significant managerial role and is responsible for proactive accounts' management, the development, continuous improvement, and delivery of customer service, and the development of operational requirements, process, and methodologies, to deliver key service outcomes for customers. The role is also responsible for identifying and developing all culture, process and performance improvements, and efficiencies for the customer during their interactions with the TAT team.

  • Developing an in depth detailed understanding of the customer organization, it needs, threats, opportunities, priorities etc., both on the organization and individuals.
  • Create personal relationships with selected existing accounts, to maintain current and create new growth opportunities through new capabilities and/or product line expansion.
  • Developing strong trusted advisor relationships with internal and external customers, connecting with stakeholders and preparing sales reports.
  • Work effectively with all peers within the company – Sales, Finance, Marketing, Operations, Customer Service and supply chain to negotiate and influence customer improvements.
  • Act as the Voice of the Customer across our company.
  • Act as principal point of contact for all assigned (contract) customers.
  • Ensure the timely and successful delivery of TAT’s solutions according to customer needs and objectives.
  • Identify issues and raise red flags to the customer (to creation of trust, confidence and customer’s satisfaction).
  • Identify issues and raise red flags to the internal organization (to ensure leadership is able to timely influence the outcome of a situation).
  • Continuous monitoring of (contractual) performance, milestones and financial results to ensure success for the customer and TAT.
  • Play a lead role in all customer negotiations and contract discussions.
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.

Requirements

  • Bachelor’s degree in business, sales, customer service, or relevant field of study; experience in industry may be considered in lieu of formal degree
  • Proven experience in managing operational customer service teams/ managing customer services department at a Manager/ Director level
  • Strong strategic thinker with customer focus and a clear understanding of the wider issues impacting the markets
  • Ability to establish strong relationships with executives at large companies based on maturity, business savviness, and ability to relate to others
  • Having the skills required to proactively manage several customer accounts simultaneously is critical
  • Demonstrated ability to motivate and communicate with others at all levels
  • Comfortable working within a global, matrix organization
  • Willing to travel frequently to visit customers and our TAT companies locations

Benefits

TAT Technologies Group is dedicated to providing an inclusive, fun, and unique workplace. We believe in acknowledging and appreciating the value of our team members. One way we value our team is by providing a comprehensive and expansive benefits offering to include Major Medical, Dental, Vision, Life, 401K with company matching, STD, LTD, accidental coverages, EAP, and more. Insurance carriers vary based on location.