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.