Manager, Customer Management (Americas Region)
Mason, OH | Full-Time | Exempt | Reports to SVP, Customer Management
About the Organization
We are a global provider of aviation support equipment and engineered solutions serving OEMs, MROs, and operators worldwide. Through our specialized businesses, we deliver custom ground support equipment, OEM-licensed tooling, and technical solutions supported by a global service network spanning the Americas, EMEIA, and Asia.
We operate in a fast-paced, highly technical, and customer-driven environment where responsiveness, accuracy, and commercial discipline are critical to success.
Role Summary
We are seeking a high-performing leader to oversee Customer Management for the Americas region. This is a commercial, revenue-influencing leadership role responsible for driving customer responsiveness, improving win rates, and ensuring a best-in-class customer experience across all interactions.
This position leads a team responsible for quoting, order coordination, customer communications, and issue resolution. The ideal candidate comes from a revenue-generating customer-facing background such as inside sales, account management, or customer success, and understands how strong customer execution directly impacts revenue outcomes.
This is both a leadership and working-manager role requiring hands-on engagement with customers, internal stakeholders, and key accounts.
Key Responsibilities
- Lead and set performance standards for the Americas Customer Management team
- Own key KPIs including response time, win rate, quote conversion, and customer satisfaction
- Act as escalation point for complex customer and internal issues
- Drive a commercial mindset focused on revenue generation and opportunity conversion
- Coach and develop a high-performing customer-facing team accountable to measurable outcomes
- Partner with Sales and Key Account teams on shared customers and revenue opportunities
- Improve quoting processes, pricing accuracy, and responsiveness in collaboration with Sales Operations
- Coordinate with Supply Chain, Finance, and Operations to resolve order issues and ensure delivery execution
- Manage customer communications related to pricing, delivery, and product/service status
- Support AR and prepayment coordination where required
- Develop training programs, tools, and workflows to elevate team capability
- Represent customer feedback internally and support customer visits and industry events
- Collaborate globally with regional customer leadership teams to align standards and best practices
What We’re Looking For
- 7+ years in revenue-generating customer-facing roles(inside sales, account management, customer success, or similar)
- Experience leading or coaching customer-facing teams with measurable performance targets
- Strong commercial acumen with accountability for revenue, conversion, or win rate metrics
- Ability to operate in a fast-paced, high-pressure, customer-driven environment
- Strong cross-functional collaboration experience (Sales, Operations, Supply Chain, Finance)
- Excellent communication and relationship-building skills across all levels of an organization
- Bachelor’s degree in Business, Communications, Marketing, or related field preferred
- Experience with CRM/ERP tools such as Salesforce, SAP, or Epicor preferred
- Proficiency in Microsoft Office tools (Excel, PowerPoint, Outlook, Teams)
What Success Looks Like
- Improved quote responsiveness and turnaround time
- Increased win rates and conversion performance
- Stronger customer satisfaction and retention outcomes
- A high-performing, accountable customer management team
- Seamless coordination across commercial and operational functions
- A proactive, revenue-focused customer experience culture
Benefits
- Comprehensive medical, dental, and vision coverage
- HSA and FSA options
- Mental health and employee assistance programs
- Paid parental leave
- 401(k) with company match
- Company-paid long-term disability
- Floating holidays and PTO package
- Tuition reimbursement program
Equal Opportunity Employer
We are committed to providing equal employment opportunities and fostering an inclusive workplace. All employment decisions are made without regard to race, religion, gender, age, disability, veteran status, or other protected characteristics. The organization participates in E-Verify as required by law.