Customer Account Manager

Embraer Asia Pacific is seeking a highly motivated Customer Account Manager to support and develop relationships with Embraer's Executive Jets and Defense customers across the Asia Pacific region. Responsibilities: Reporting to the Customer Support & Services Director, you will serve as the primary interface between Embraer and key customers, ensuring alignment with customer needs and contractual commitments. You will play a critical role in driving customer satisfaction, business growth, contract performance, and long-term partnerships to support the company’s revenue objectives. You will be responsible for the following but not limited to: Customer Relationship - Act as the primary point of contact for customers across the region. - Ensure adherence to Contact Center policies and educate customers on Embraer policies (e.g., technical publications pricing, CC1/CC2 charging policies). - Support customers with FlyEmbraer/MyTechCare platforms and troubleshooting. - Maintain accurate and up-to-date customer data/ intel in Salesforce and Embraer systems. - Conduct regular customer visits and calls to strengthen relationships and understand needs. - Coordinate concessions requests and internal approvals. - Support AOG (Aircraft on Ground) events by coordinating between customers, MRO/MRT providers, and contact center. - Assist with warranty, Executive Care, pool programs, and contract-related matters. - Handle general inquiries related to EASC/EOSC. - Maintain awareness of local aviation regulations and customs requirements. - Support Air Safety activities and manage crisis situations when required. - Support Embraer's participation in conferences, customer events, and trade shows. - Drive and promote customer satisfaction initiatives (e.g., AIN/ ProPilot surveys, industry feedback). - Manage Journey of WOW FSR related tickets). - Coordinate post-delivery commitments and ensure regional implementation of ADs and SBs. - Up to date on market perception and maintain relationships with other OEMs Field Teams (RR, HY, GARMIN, OGMA, LIEBHERR etc). - Generate good ideas, gather market intelligence and identify revenue opportunities. - Support new aircraft sales activities. - Light technical knowledge for rapid advice (go/no-go decisions from the cockpit). - Assist Contact Center with case resolution and quality improvements (Final Fix, Updates, Quality Clinic etc.). - Manage intermittent/challenging customer troubleshooting issues. - Manage complex customer issues and act as the voice of the customer within Embraer. - Adhere to company’s policies and achieve good revenue. - Ensure clear, structured, and timely communication with Defense customers. - Prepare reports, presentations, and updates as required. Account Management Support (AR, KYC, EIS, Strategic) - Interact with customers and manage accounts receivable matters, including collection of overdue payments. - Validate and update payment terms in Embraer systems. - Oversee credit limit requests and management. - Support Entry Into Service (EIS) for new and pre-owned aircraft, ensuring smooth interface with Customers. - Lead or co-lead EIS activities depending on project complexity. - Ensure customer compliance with KYC (Know-Your-Customer) requirements. - Oversee customer onboarding and setup processes. Aftermarket Sales Support - Promote aftermarket services and support sales opportunities. - Collaborate with sales teams and customers to drive service adoption. - Gather and analyze competitive market information. - Support sales of spare parts and services for Defense customers. - Review and contribute to Defense Commercial proposals. - Manage and administer Defense sales opportunities Desired Skills and Experience: We are seeking to hire a professional with: - Bachelor's degree in Aeronautical Engineering or equivalent; - Minimum 7 years of account management experience in aerospace, aviation, or defense industries; - Experience with aircraft maintenance operations, technical support, and customer engagement; - Familiarity with Defense aviation markets and customers; and - Experience working in international and multicultural environments. Requirements: - Good understanding of Civil and Defense aircraft design, configurations and operational differences. - Familiarity with aviation customer operations and industry practices. - Comfortable working in a military or defense environment. - Strong stakeholder management, communication, and negotiation skills. Able to be assertive when needed. - Strategic, customer-focused, and results-driven mindset. - Strong sense of urgency, importance and ability to manage risks effectively - Able to work across diverse cultures and regional markets. - Effective presentation and reporting skills. - Self-motivated, adaptable, and able to thrive in a dynamic environment. - Team-oriented with a proactive and collaborative approach. - Comfortable with flexible and hybrid work arrangements, including working from home when required to support after-hours calls across time zones. - Fluent in English. - Proficiency in Portuguese is a plus to facilitate effective communication with headquarters in Brazil. - Proficient in MS Office and Sales Force. *Please note that only applicants shortlisted for interview will be contacted*

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