CLIENT RELATIONSHIP MANAGER

Description

Cutter Aviation is searching for an energetic and professional individual to manage client accounts/relationships on a personal and technical level to ensure a positive client experience throughout ownership. Individual will be responsible for maintaining client retention and fostering brand loyalty through customer-centric liaison during maintenance events, routine flight operations and any unforeseen ownership challenges by coordinating action plans at service facility until resolution. This position will support Cutter Aviation’s clients at Cutter Aviation Prescott. In addition, this position will be accountable for the following Key Duties and Responsibilities:

Key Duties and 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 our customer-based maintenance experience at a high level.
• Establish and maintain a professional working relationship with the 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 Customer - Identifies solutions and defines ways to provide exceptional customer service.
• Maintains customer contact for feedback, follow-up, sends out customer surveys and logs appropriate data into CRM systems.
• Upsells and cross sells additional work to Customer such as but not limited to STCs, avionics installations and aircraft upgrades.
• Assist with Reviews to work orders throughout the project and upon satisfactory completion of all work performed, initiates work order closing, presents final work order invoice to customer.
• Work closely, support and take direction from Manager of Aircraft Services, Administration, Client Relationship Director, Reginal Sales Manager, and entire Team of Technicians at service facility.
• Further support of Regional Sales Manager will include sending work order authorizations, providing work scope estimates and overall communication when new customer visits facility for maintenance event.

Performance Factors:

• Attendance and Dependability: Employee must report to work at the scheduled time and seldom be absent or late. Employee must be able to complete work in an accurate, timely, thorough manner and be conscientious about assignments. Routinely exhibits a sense or urgency to get the job done.
• Communication and Contact: Employee must have streamlined and adept communication skills both verbally and in writing with customers, colleagues, and superiors. Needs Grammar, punctuation, and email structure with a high degree. Must maintain strict confidentiality when dealing with sensitive information.
• Relationship with Others: Employee must work effectively and relate well to other including superiors, colleagues and customers. Must consistently exhibit a positive and professional attitude when interacting with others. Must maintain constructive working relationships and seek to promote good employee morale.
• Meeting Business Goals and Objectives: Employee must be able to set goals and objectives for themselves and to meet or exceed goals set by management.

Requirements

Minimum Education Requirement:

• High School Diploma or GED

Minimum Work Experience/Requirements:

• Microsoft office suite skills - required.
• Outstanding computer skills - required.
• Prior experience working at a repair station - preferred.
• Corridor, Salesforce, Microsoft Teams, and aviation maintenance software experience - a plus.
• Ability to arrive early or stay late as workload dictates, including an occasional weekend if needed.
• Excellent inter-personal skills required. Position has significant interaction with customers and vendors; including new aircraft/engine/propeller etc. manufactures.

Other Requirements:

• Clean driving record.
• Able to pass a background check.
• Ability to pass a drug screening test.

Ideal candidate will have the following work styles:

• Ability to multi-task in fast-paced environment.
• Ability to maintain a safe and clean work environment.
• Ability to communicate well in straight-forward situations.
• A willingness to take on new responsibilities and challenges.
• Organizational & problem-solving skills with attention to detail.
• Ability to maintain composure in difficult or high stress situations.
• Self-starter attitude, solution oriented and focused on positive results.
• Being reliable, responsible, and dependable, fulfilling duties and obligations.
• Ability to be a Team player and promote Cutter Aviation services to our clients.
• Must always remain courteous, displaying a good-natured, cooperative attitude.
• Must possess a positive attitude and ability to meet key deliverables and objectives.
• Ability to analyze and interpret professional journals, technical procedures, or governmental regulations.
• Ability to effectively present information and respond to questions from groups of management, customers, or public.
• Accepting criticism and dealing calmly and effectively with high stress situations being open to change (positive or negative) and to considerable variety in the workplace.