Customer Account Manager

About the Company

Responsibilities

• ● 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.
• ● 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.
• ● 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
• ● Bachelor's degree in Aeronautical Engineering or equivalent;
• ● Minimum 7 years of account management experience in aerospace, aviation, or defense industries;

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.