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 4 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.