In Service Account Manager, Sr. Specialist

7 days ago

Hamilton, Ontario, Canada L3HHCM20 Full time $90,000 - $120,000 per year

In Service Account Manager, Sr. Specialist (L4)

Reference #27251

Waterdown, ON

About the Role

The In-Service Account Manager works hand-in-hand with Business Development and Program Management to maintain regular contact with the Customer and other members of the "Customer Account Team" to ensure the customers' concerns are continually addressed by the organization along with the provision of outstanding services. The In-Service Account Manager acts as the single Point of Contact and authority for all In-Service related areas of concern for the customer and works as a key member of the Customer Account Team.  This role in particular will focus on the management of service for the customer base in Türkiye post-delivery.

Key responsibilities for assigned customers include:

·       Management of all ongoing in-service-related activities ·       Monitoring and ensuring customer satisfaction·       Management of customer in-service contracts and programs including finances ·       Ensuring appropriate export permitting is in place for warranty and post warranty activities

Primary Responsibilities 

·     Collaborate with Business Development and Program Management teams to drive strategic growth and enhance the customer relationships in Türkiye.

·     Lead service activities by coordinating with cross-functional teams to develop effective solutions and ensure a seamless, global customer service experience, ensuring alignment with customer and company objectives.

·     Serve as the primary Account Manager for all in-service activities, overseeing repair and service activities in partnership with coordinator teams.

·     Partner with Business Development to strategically manage customer accounts, forecast service needs, and create innovative service solutions. Ensure annual service renewals or new contract negotiations are forecast.

·     Organize program kickoffs and conduct internal meetings to communicate program requirements to stakeholders.

·     Apply core project management principles to plan, execute, and monitor customer accounts while ensuring contract deliverables are met.

·     Manage revenue recognition against plans and oversee customer invoicing and payment follow-ups.

·     Maintain regular communications with customers to monitor developments and proactively address potential issues.

·     Act as the liaison between customer and internal teams to ensure customer satisfaction drivers are active and effective, meeting both current and future customer needs.

·     Support customer account through active participation in trade shows, user groups, technical conferences, and other sales and technical events.

·     Willingness and ability to travel internationally on short notice, with travel requirements of approximately 10-25% to support ongoing customer engagement and issue resolution.

Required Capabilities

Proven ability to thrive in a fast-paced, service-oriented environment.Experience managing relationships with international clients.Strong grasp of strategic business planning processes.Demonstrated success in delivering comprehensive and innovative customer solutions.Excellent interpersonal, communication, and presentation skills.Solid project management capabilities.Understanding of contract terms, conditions, and subcontract management.Exceptional organizational and time management skills.Strong analytical abilities for investigating and resolving customer issues.Skilled at uniting and influencing cross-functional teams; adept in negotiation and conflict resolution.Understanding of Aerospace / Military maintenance planning concepts is an asset

Desired Education and Experiences

Requires strong knowledge of job area.Typically viewed as having a specialty within discipline.May have broad knowledge of project management.Ability to communicate in either Turkish or Arabic is an assetBachelor's Degree and minimum 6 years of prior relevant experience.
Graduate Degree and a minimum of 4 years of prior related experience.In lieu of a degree, minimum of 10 years of prior related experience.

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