Customer Support
4 days ago
As the Customer Support & Sales Director at Safran, you will be responsible for leading the Customer Support & Service Managers, Customer Services Representatives, and Aftermarket sales for the Americas region. This role requires a strong leader who can work cross-functionally with engineering, quality, product, and support teams to ensure seamless customer experiences and foster long-term relationships.
Key Responsibilities:
• Develop and implement a comprehensive customer service and sales strategy aligned with the company's goals and objectives.
• Lead contract negotiations with key clients and partners to secure favorable terms and agreements, while ensuring contracts comply with company policy and risk is mitigated.
• Escalation point for customer issues raised by the CSR/CSSM teams.
• Monitor industry trends and competitor activities to stay ahead of market changes and customer expectations.
• Coordinate the support team with regards to customer contractual obligations in order to ensure compliance with the contract terms and applicable rules.
• Responsible for revenue and profitability forecasting for all Aftermarket sales in the Americas region.
• Monitor customer feedback and implement improvements to service processes and policies.
• Act as the voice of the customer within the organization, advocating for product improvements, and representing customer needs in executive meetings.
• Responsible for customer relationships as it relates to in service fleet support and sales.
• Drive sales growth by developing and executing pricing strategies to achieve maximum margin, growth and financial targets.
• Lead, mentor, and inspire a high-performing team of customer service and sales professionals to achieve key performance metrics.
• Set clear goals and performance expectations, providing regular feedback and coaching to team members.
• Oversee accounts receivable collections to ensure timely and efficient collection of outstanding payments.
Requirements:
• Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree preferred.
• Minimum of 8 years of experience in customer service and sales management, with at least 5 years in a leadership role.
• Proven track record of driving sales growth and improving customer satisfaction.
• Strong leadership and team management skills with the ability to inspire and motivate a diverse team.
• Excellent communication, negotiation, and interpersonal skills.
• Analytical mindset with the ability to leverage data for decision-making and strategy development.
• Experience working with and/or for a foreign held company (French language skills is a plus).
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