CLIENT RELATIONSHIP MANAGER

About the role

Cutter Aviation is seeking an experienced individual to manage client accounts and relationships. The primary responsibility is to ensure a positive client experience during maintenance events, routine flight operations, and unexpected ownership challenges.

Responsibilities

• Primary point of contact regarding aircraft maintenance events.
• Prepare and provide estimates for customer review and approval.
• Represent Cutter Aviation at trade exhibitions or networking events as needed.
• Maintain and help create a high-level customer-based maintenance experience.
• Establish and maintain professional working relationships with customers and their personnel.
• Sustain growth as a motivated self-starter, proactive in identifying issues and areas for improvement.
• Maintain constant comprehensive awareness of all aspects of projects with regard to customer communication.
• Prepare for customer arrival in advance to assure a full understanding of the work scope and the customer's expectations.
• Communicate aircraft issues with customers and identify solutions to provide exceptional customer service.
• Send out customer surveys and log appropriate data into CRM systems.
• Upsell and cross-sell additional work to customers, such as STCs, avionics installations, and aircraft upgrades.
• Aid in reviews of work orders throughout the project and upon satisfactory completion, initiate work order closing, and present final work order invoices to customers.
• Reports to the General Manager and works closely with and supports the General Manager and the entire team of technicians at the service facilities.
• Assist with sending work order authorizations, providing work scope estimates, and overall communication when new customer visits the facility for maintenance events.
• Other duties as assigned.

Performance Factors

• Attendance and Dependability: Must report to work on time and rarely be absent or late.
• Communication and Contact: Streamlined and adept communication skills both verbally and in writing with customers, colleagues, and superiors. Maintains strict confidentiality when dealing with sensitive information.
• Relationship with Others: Works effectively and relates well to others including superiors, colleagues, and customers. Exhibits a positive and professional attitude when interacting with others. Maintains constructive working relationships and promotes good employee morale.
• Meeting Business Goals and Objectives: Sets and meets or exceeds goals set by management. Achieves goals with proven ability to follow through and meet deadlines. Demonstrates strong organizational, multi-tasking, and time management skills. Possesses strong problem-solving and analytical skills.

Knowledge Required

• A&P License preferred.
• Microsoft Office Suite skills required.
• Outstanding computer skills required.
• Experience in a Part 145 service center with strong technical communication skills related to maintenance (MX) items preferred.
• Corridor, Salesforce, Microsoft Teams, and aviation maintenance software experience plus.
• Ability to arrive early or stay late as workload dictates, including occasional weekends if needed.
• Excellent interpersonal skills required.

Position Requirements

• High school diploma or equivalent.
• Valid driver’s license with a clean driving record.
• Pass a background check.
• Pass a drug screening test.
• Able to lift up to 50 pounds.

Job Specifications

• Attention to detail.
• Persistence in the face of obstacles.
• A willingness to take on responsibilities and challenges.
• Reliability, responsibility, and dependability.
• Pleasantness with others on the job and a good-natured, cooperative attitude.
• Sensitivity to others' needs and feelings and helpfulness on the job.
• Maintains composure, keeps emotions in check, controls anger, and avoids aggressive behavior even in difficult situations.
• Accepts criticism and deals calmly and effectively with high stress situations.
• Open to change (positive or negative) and variety in the workplace.
• Results-oriented. Proven ability to achieve goals. Follows through and meets deadlines. Strong organizational, multi-tasking, and time management skills. Strong problem-solving and analytical skills.

Benefits

• Medical, Dental, Vision, and Supplemental Plans.

Salary

$65,000-$70,000/year DOE