Account Manager

Overview

Job Title: Account Manager

Working Pattern: Hybrid – 3 in office days a week

Working Location: Washington D.C.

An opportunity has arisen for a driven and customer-focused individual to join the Civil Aerospace Customer Regional Team at an exciting time as the commercial aviation market continues to expand and we build the foundations for future growth. As an Account Manager you will be accountable for driving the customer relationship and the overall customer experience over the product and service lifecycle.

You will report directly to the SVP – Americas but may support a VP Customer on some accounts, and/or be solely accountable for a portfolio of accounts. You will integrate all aspects of the customer experience and direct the organization to ensure that expectations are met or exceeded. You will be accountable and responsible for all products & services, customer satisfaction, revenue, cash and spare engine deliveries for your customer portfolio.

In this role you will travel up to 30+%.

The Americas Customer Team is a fully integrated cross-functional community responsible for all facets of customer experience, from sales to through life service delivery and for all Rolls-Royce airline customers located in North and South America.

• Own, define & implement customer account strategies, using the account management process to integrate all aspects of the Rolls-Royce relationship with customers and direct resources to support the attainment of the account objectives.
• Review and validate business forecasting inputs for the Customer accounts, as well as deliver the Customer account revenue & cash plan working with the Regional Finance BP, whilst ensuring accounts are managed in accordance with Compliance and ABC/EC policies.
• Manage threats and deliver cash and profit opportunities relative to budget. Work with the Sales & Transitions team to deliver new OE and services sales targets.
• Build key relationships and act as a key integrator of all activities across a given Customer.
• Foster new airline relationships and grow Rolls-Royce’s customer base in your region. Develop and maintain airframer customer team relationships to maximize Rolls-Royce’s opportunities and represent Rolls-Royce at external customer-oriented events and conferences.
• Set and deliver Customer Satisfaction targets. Work with Services, Engineering and other relevant parties to ensure customer specific targets are met. Drive consistently high NPS.

At Rolls-Royce we put safety first, do the right thing, keep it simple and make a difference. These principles form the behaviours that guide us and are an essential component of our assessment process. They are the fundamental qualities that we seek for all roles.

• Associate degree with 7+ years of experience, in commercial aviation, business aviation, aerospace or other business to business / business to government sectors featuring long-term product and/or service relationships with multi-year customer contracts or high value aftermarkets
• Bachelor’s degree with 5+ years of experience, in commercial aviation, business aviation, aerospace or other business to business / business to government sectors featuring long-term product and/or service relationships with multi-year customer contracts or high value aftermarkets
• Master’s degree with 3+ years of experience, in commercial aviation, business aviation, aerospace or other business to business / business to government sectors featuring long-term product and/or service relationships with multi-year customer contracts or high value aftermarkets
• JD/PhD
• 9+ years of experience, in commercial aviation, business aviation, aerospace or other business to business / business to government sectors featuring long-term product and/or service relationships with multi-year customer contracts or high value aftermarkets

• Experience in a customer-facing role, such as Customer Management, Services, Commercial or Sales.
• Ability to lead a multi-disciplinary, diverse regional team to deliver agreed objectives.
• Ability to consult, collaborate with, and influence across all levels, including…