What User Account Management Jobs are in the United States?

Job Location: Mason, OH 45040

RH Aero Systems is setting the standard for aviation support equipment and services. Through our industry-leading businesses – Rhinestahl and HYDRO Systems – we deliver capability across custom-designed Ground Support Equipment, OEM-licensed engine and airframe tooling, 26 global service centers and innovative engineered solutions for OEMs, MROs and Operators worldwide. RH Aero Systems’ global headquarters are in Mason, Ohio, USA, with Regional Headquarters in Biberach, Germany and Singapore. For further details visit RHAero.com.

The Sr. Manager, Customer Account Management, Americas Region leads the Customer Management Team to consistently deliver exceptional customer experiences across the Americas region. This multi-faceted working manager role is responsible for establishing, maintaining and continuously developing a world-class customer team who excel in responsiveness to product quote requests, tenaciousness with resolving exceptions and thoroughness with proactively communicating delivery statuses and product knowledge. This role owns critical KPIs including response TAT, win rates and with a clear emphasis on customer satisfaction across a diverse set of customers.

• Establishes the tone, pace and standard for the Customer Team in the Americas region
• Serve as the primary escalation point for customer team issues both externally and internally
• Learn and maintain a deep level of product and service knowledge necessary to assist customers directly and to coach and development customer team members
• Execute operational plan in alignment with the strategic vision provided by senior leadership with clear focus on implementation, team buy-in, timing and attention to detail
• Commercial aptitude for B2B inside sales team development, training, processes, and KPIs (including win rate, response times, customer satisfaction, follow-ups, a win/loss information gathering)
• Document work instructions, establish and maintain ongoing training programs and training support resources for the Customer Team
• Collaborate globally with the Asia and EMEIA regional Heads of Customer Management to share best practices, improve standards and processes and ensure a consistent customer experience
• Strong communicator with customers and across internal teams to advocate for customer needs and to set customer expectations
• Coach and develop a world-class customer team that consistently delivers an exceptional customer experience
• Work closely with Sales and Key Accounts on shared customer assignments and related activities
• Collaborate with Sales Operations on pricing methodologies, processes and KPIs to ensure responsive quoting, effective pricing and effective processes
• Coordinate, facilitate and collaborate with cross-functional teams including supply chain and accounting to remove barriers and strengthen communications and operational data visibility
• Manage prepayment requirements and outstanding AR issues for Customers when required
• Set a high work standard for customer care that elevates the customer experience by being proactive, competent, resourceful and relationship-oriented
• Visit OEM customers in collaboration with Key Account Manager at trade events to develop face-to-face relationships focused on learning voice of customer
• Support other responsibilities as assigned

• Strong communication skills interacting with customers across commercial and operational topics
• Fearless is setting a high standard of excellence for the customer team that delivers high levels of customer satisfaction
• Serve as a model for a relentless approach in solving unplanned events through clear and structured customer communications, quick responsiveness, effective cross‑functional collaboration, and thorough resolutions
• Minimum 7‑years of experience in inside sales, account management, customer care or customer success roles, Aviation industry experience a plus
• Confidence with owning outcomes, taking accountability and being held to performance KPIs
• Bachelors degree in business, communications, marketing or other relevant degree
• Quick learner of new technologies and interfaces, preferable experience with Epicor, Salesforce and/or SAP with ability to leverage technology to support the customer team and the customer
• Proven ability to coach and develop a world‑class customer management team
• Strong customer‑facing interaction, ability to communicate at all levels, sometimes under pressure and ability to build good relationships at all levels of customer organizations
• Ability to multi-task (simultaneous diverse customer activity), combined with a demonstrated ability to work as a team player
• Passion to win, tenaciousness to deliver a great experience and calm under pressure to problem solve and work at pace in the benefit of the customer
• Experience with MS‑Office (Excel, Word, Outlook, PowerPoint, Teams)

We offer a comprehensive benefits package designed to support our team’s health, financial security, and overall well-being. The company offers competitive medical, dental, and vision plans, HSA and FSA plans, Mental health resources, and employee assistance programs. We offer Paid Parental Leave, Company Paid Long Term Disability, competitive 401k employer match, floating holiday, tuition reimbursement program, amongst other benefits.

We are committed to providing equal opportunities in employment. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. The company participates in E‑Verify as required by law.

Overview

At ACE Thermal Systems, we design, engineer, manufacture, and support high-performance environmental control systems (ECS) and components for extreme temperature and operating conditions and reliable everyday use.

As your single source, dedicated supplier for bleed air systems, air conditioning systems, cabin pressure control systems, components, and more, the ACE team acts as a key extension of your team, providing intelligent innovation and proven design methodologies to deliver safe, reliable, air control technologies and systems for aircraft.

Our mission is to be the trusted source of mission critical products and services for Aerospace and Defense customers. We do this by exceeding customer expectations through innovative products and processes. We are committed to fostering a dynamic, collaborative environment that encourages professional growth and innovation.

The Senior Account Representative is an important member of the Customer Relations team. In this role you’ll be the first line of communication with ACE’s high-level aerospace business customers. You’ll provide proactive support to our clients through the production cycle while working with operations, quality, and other key departments, to handle requests and resolve customer complaints.

The main responsibility of the Senior Account Representative is to maintain and manage key customer relationships. This includes building strong relationships with customer contacts, maintaining proper documentation, entering accurate data in company database systems, troubleshooting customer service issues, and responding to customer concerns. As the Senior Account Representative, you’ll also coach and guide other account reps on the team. Additional responsibilities include.

• Maintain strong relationships and manage customer expectations related to production and operational indicators.
• Develop and maintain long-term order forecasts for all assigned customer accounts.
• Coach and guide team members and serve as a point of escalation for less experienced team members.
• Troubleshoot customer service issues and address challenges with internal departments, to completion.
• Enter orders into ERP and maintain customer records in Salesforce.
• Lead daily and weekly reports for the Customer Support team.
• Be a key assistant to the department manager for collecting, maintaining, and reporting department metrics.
• Lead special projects as required.
• Provide coverage for team members when needed.

Required Qualifications:

• High School Diploma or General Education Degree (GED) required. Bachelor’s degree preferred.
• 5 years minimum of related account management, customer support, materials, or contracts experience. Experience supporting B2B customers, in a manufacturing environment, is preferred.
• Must be able to travel both domestically and internationally up to 10%.
• Experience in aviation highly preferred.
• Able to work on-site in our Seminole, OK facility is required.

Application Deadline: The position will remain open until filled.

We offer a comprehensive benefits package that includes medical, dental, and vision coverage; a 401(k) plan with company match; paid time off (including vacation and company holidays); life and disability insurance; and an employee assistance program. Employees may also be eligible for professional development support, and wellness initiatives. Benefits eligibility and offerings may vary based on position, location, and length of employment.

We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local laws.

We are committed to providing reasonable accommodation for individuals with disabilities throughout the application and employment process. If you require assistance or accommodation, please contact us.

Description & Requirements

This role will be responsible for the overall program delivery, customer management, and sales strategy for their assigned customers within the Motorcycle, Agriculture, Construction, and EV (MAC/EV) space. With their team, they will manage both the technical and commercial relationships with the customer. Responsibilities include ownership of the scope, schedule, budget, and business case. This role will also identify, cultivate, and generate new business opportunities as well as maintain existing business.

This position will lead a team of Sales Directors and Technical Program Managers supporting Audio, Digital Cockpit, Telematics, Connected Service, and ADAS systems for their assigned customer(s).

• Ensures the development of annual business plans including action plans.
• Prospects for new business, prepares and presents proposals, and maintains existing relationships.
• Actively uses CRM for updating projects/opportunities, managing accounts, following up on leads, and registering sales activities.
• Leads RFI/RFQ process and responses for new business opportunities in Car Audio, Digital Cockpit, and Connected Services.
• Monitors customer accounts payables and invoice status to ensure timely reimbursement.
• Drives to achieve quarterly and FY sales targets to support both TCV and ACV targets.
• Provides clear demand signals to Delivery, Product Planning, and Solutions teams to ensure growth targets are met for sales and revenue.
• Develops new opportunities within new Harman accounts and brings them to closure.
• Prepares and presents current, potential, and proposed KPI metrics that include new revenue and new business growth.
• Prepares quotations and customer presentations with a focus on profitability and commercial results against the quote.
• Delivers / manages the next‑generation Audio System, Digital Cockpit System, or Telematics System to the assigned customer(s) using the established PLM process.
• Establishes and maintains the budget, scope, and program schedules for assigned projects.
• Manages program risk proactively, identifies program risks, and coordinates meetings with the PM and multi‑discipline functions to address risks before they become issues.
• Sets direction and influences cross‑department engagement for program execution and drives synchronization across multiple program teams.
• Communicates customer requirements within the organization and interfaces with multiple groups to ensure expectations are met.
• Negotiates resource allocations from functional managers. When a resource conflict occurs, negotiates a solution with functional managers and other program managers.
• Tracks and reports the progress of programs to both the customer and within the company using established tools and templates.
• As a leader, grows the business by providing leadership in account planning and helping drive solution sales for One Harman Automotive software products, hardware products, Engineering, and IT services.
• Establishes relationships with customers in all facets of the organization including procurement, engineering, and relevant business department leads.
• Meets revenue targets and budgets.
• Provides monthly reporting and updates to Senior Leadership.

• Develops a thorough understanding of customer needs and competitor offerings.
• Maintains a high level of product and market knowledge.
• Collectively develops strategies and collaborates on Proof of Concepts products to demonstrate to customers.
• Reviews, challenges, and approves (technical & cost) estimations for customer change requests (CCR) to ensure profitability throughout the Customer Business Unit (CBU) quotation process.
• Develops a roadmap of additional hardware, software, and engineering services together with the customer.
• Supports budget and FY planning of the SBUs.
• Supports controlling with forecasting.
• Contributes to cost‑saving ideas and VAVE execution for assigned programs.

• Bachelor's Degree in Engineering.
• 15+ years of related technical experience.
• 10+ years in a senior leadership role with experience that includes program management, customer interfacing, and cultivating supplier relationships.
• Extensive experience in consulting and/or client‑facing roles is preferred.
• Must have a general knowledge of automotive infotainment systems and their applications.
• Must have 5+ years of Automotive experience (sales, change management) and have deep network contacts.
• Proven history of consistently overachieving sales goals and quotas.
• Successful experience in a lead generation/sales role.
• Strong technical capability.
• Proven track record in managing multiple opportunities and ability to close deals.

• Master's degree in Engineering.
• Experience within or working with EV companies preferred.

• Be willing to travel up to 15‑20%, primarily domestic.
• Be willing to work in an office in Novi MI.
• Successfully complete a background investigation and drug screen as a condition of employment.

$210,000 - $308,000

Dependent on the position offered, other forms of compensation are also available, such as bonuses or commission. Pay is based on a wide range of factors, including, without limitation, skill set, experience, training, location, and business need. While the above range estimate is a reasonable estimate of the wage range for this position, please note the disclosed range estimate has not been adjusted for the applicable geographical differential associated with the location where the position may be filled.

HARMAN is interested in the health and wellbeing of you and your family and offers a range of benefits designed to support your needs for holistic wellbeing. Benefits and perks may vary depending on the nature of your employment, and may include paid vacation and holidays, paid sick leave, volunteer leave, and paid bonding and caregiver leave. Employees may also be eligible to participate in comprehensive medical, dental, and vision plans, fertility support and adoption assistance, Health Savings and Flexible Spending Accounts, retirement savings plan with employer match, short and long term disability coverage, life insurance, and more.

HARMAN is proud to be an Equal Opportunity employer. HARMAN strives to hire the best qualified candidates and is committed to building a workforce representative of the diverse marketplaces and communities of our global colleagues and customers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. HARMAN attracts, hires, and develops employees based on merit, qualifications and job‑related performance.

HARMAN is committed to providing reasonable accommodations to applicants with disabilities. If you need assistance or an accommodation during the application process, please contact us at Requests will be considered on a case‑by‑case basis in accordance with applicable law.