CLIENT RELATIONSHIP MANAGER
Cutter Aviation, Prescott, AZ, United States
Key Duties and Responsibilities
Cutter Aviation is searching for an energetic and professional individual to manage client accounts/relationships on a personal and technical level to ensure a positive client experience throughout ownership. The individual will be responsible for maintaining client retention and fostering brand loyalty through customer‑centric liaison during maintenance events, routine flight operations and any unforeseen ownership challenges by coordinating action plans at the service facility until resolution. This position will support Cutter Aviation’s clients at Cutter Aviation Prescott.
Primary point of contact regarding aircraft maintenance events.
Prepare and provide estimates for customer review and approval.
Represent Cutter Aviation at trade exhibitions or networking events as needed.
Maintain and help create our customer‑based maintenance experience at a high level.
Establish and maintain a professional working relationship with the customers and their personnel.
Sustain growth as a motivated self‑starter, proactive in identifying issues and areas for improvement.
Maintain constant comprehensive awareness of all aspects of projects with regard to customer communication.
Prepare for customer arrival in advance to assure a full understanding of the work scope and the customer’s expectations.
Communicate aircraft issues with the customer – identify solutions and define ways to provide exceptional customer service.
Maintain customer contact for feedback, follow‑up, send out customer surveys and log appropriate data into CRM systems.
Upsell and cross‑sell additional work to the customer such as, but not limited to, STCs, avionics installations and aircraft upgrades.
Assist with reviews of work orders throughout the project and, upon satisfactory completion of all work performed, initiate work order closing and present the final work order invoice to the customer.
Work closely, support and take direction from the Manager of Aircraft Services, Administration, Client Relationship Director, Regional Sales Manager, and the entire team of technicians at the service facility.
Further support the Regional Sales Manager by sending work order authorizations, providing work scope estimates and overall communication when a new customer visits the facility for a maintenance event.
Performance Factors
Attendance and Dependability: Employee must report to work at the scheduled time and seldom be absent or late. Employee must be able to complete work accurately, promptly, and thoroughly and be conscientious about assignments. The employee routinely exhibits a sense of urgency to get the job done.
Communication and Contact: Employee must have streamlined and adept communication skills both verbally and in writing with customers, colleagues, and superiors. The employee must demonstrate mastery of grammar, punctuation, and email structure with a high degree and maintain strict confidentiality when dealing with sensitive information.
Relationship with Others: Employee must work effectively and relate well to others including superiors, colleagues, and customers. The employee must consistently exhibit a positive and professional attitude when interacting with others, maintain constructive working relationships, and seek to promote good employee morale.
Meeting Business Goals and Objectives: Employee must be able to set goals and objectives for themselves and meet or exceed goals set by management.
Minimum Education Requirement
High School Diploma or GED
Minimum Work Experience / Requirements
Microsoft Office Suite skills – required.
Outstanding computer skills – required.
Prior experience working at a repair station – preferred.
Corridor, Salesforce, Microsoft Teams, and aviation maintenance software experience – a plus.
Ability to arrive early or stay late as workload dictates, including an occasional weekend if needed.
Excellent interpersonal skills required. Position has significant interaction with customers and vendors, including new aircraft/engine/propeller manufacturers.
Other Requirements
Clean driving record.
Able to pass a background check.
Ability to pass a drug screening test.
Ideal Candidate Will Have The Following Work Styles
Ability to multi‑task in a fast‑paced environment.
Ability to maintain a safe and clean work environment.
Ability to communicate well in straightforward situations.
A willingness to take on new responsibilities and challenges.
Organizational and problem‑solving skills with attention to detail.
Ability to maintain composure in difficult or high‑stress situations.
Self‑starter attitude, solution‑oriented and focused on positive results.
Reliability, responsibility, and dependability, fulfilling duties and obligations.
Ability to be a team player and promote Cutter Aviation services to our clients.
Always courteous, displaying a good‑natured, cooperative attitude.
Positivity and ability to meet key deliverables and objectives.
Ability to analyze and interpret professional journals, technical procedures, or governmental regulations.
Effective presentation of information and responsiveness to questions from groups of management, customers, or the public.
Acceptance of criticism and calm, effective handling of high‑stress situations, openness to change (positive or negative), and adaptability in a varied workplace.
Salary Description $70,000–$90,000/yr DOE
Prescott, AZ
#J-18808-Ljbffr
Primary point of contact regarding aircraft maintenance events.
Prepare and provide estimates for customer review and approval.
Represent Cutter Aviation at trade exhibitions or networking events as needed.
Maintain and help create our customer‑based maintenance experience at a high level.
Establish and maintain a professional working relationship with the customers and their personnel.
Sustain growth as a motivated self‑starter, proactive in identifying issues and areas for improvement.
Maintain constant comprehensive awareness of all aspects of projects with regard to customer communication.
Prepare for customer arrival in advance to assure a full understanding of the work scope and the customer’s expectations.
Communicate aircraft issues with the customer – identify solutions and define ways to provide exceptional customer service.
Maintain customer contact for feedback, follow‑up, send out customer surveys and log appropriate data into CRM systems.
Upsell and cross‑sell additional work to the customer such as, but not limited to, STCs, avionics installations and aircraft upgrades.
Assist with reviews of work orders throughout the project and, upon satisfactory completion of all work performed, initiate work order closing and present the final work order invoice to the customer.
Work closely, support and take direction from the Manager of Aircraft Services, Administration, Client Relationship Director, Regional Sales Manager, and the entire team of technicians at the service facility.
Further support the Regional Sales Manager by sending work order authorizations, providing work scope estimates and overall communication when a new customer visits the facility for a maintenance event.
Performance Factors
Attendance and Dependability: Employee must report to work at the scheduled time and seldom be absent or late. Employee must be able to complete work accurately, promptly, and thoroughly and be conscientious about assignments. The employee routinely exhibits a sense of urgency to get the job done.
Communication and Contact: Employee must have streamlined and adept communication skills both verbally and in writing with customers, colleagues, and superiors. The employee must demonstrate mastery of grammar, punctuation, and email structure with a high degree and maintain strict confidentiality when dealing with sensitive information.
Relationship with Others: Employee must work effectively and relate well to others including superiors, colleagues, and customers. The employee must consistently exhibit a positive and professional attitude when interacting with others, maintain constructive working relationships, and seek to promote good employee morale.
Meeting Business Goals and Objectives: Employee must be able to set goals and objectives for themselves and meet or exceed goals set by management.
Minimum Education Requirement
High School Diploma or GED
Minimum Work Experience / Requirements
Microsoft Office Suite skills – required.
Outstanding computer skills – required.
Prior experience working at a repair station – preferred.
Corridor, Salesforce, Microsoft Teams, and aviation maintenance software experience – a plus.
Ability to arrive early or stay late as workload dictates, including an occasional weekend if needed.
Excellent interpersonal skills required. Position has significant interaction with customers and vendors, including new aircraft/engine/propeller manufacturers.
Other Requirements
Clean driving record.
Able to pass a background check.
Ability to pass a drug screening test.
Ideal Candidate Will Have The Following Work Styles
Ability to multi‑task in a fast‑paced environment.
Ability to maintain a safe and clean work environment.
Ability to communicate well in straightforward situations.
A willingness to take on new responsibilities and challenges.
Organizational and problem‑solving skills with attention to detail.
Ability to maintain composure in difficult or high‑stress situations.
Self‑starter attitude, solution‑oriented and focused on positive results.
Reliability, responsibility, and dependability, fulfilling duties and obligations.
Ability to be a team player and promote Cutter Aviation services to our clients.
Always courteous, displaying a good‑natured, cooperative attitude.
Positivity and ability to meet key deliverables and objectives.
Ability to analyze and interpret professional journals, technical procedures, or governmental regulations.
Effective presentation of information and responsiveness to questions from groups of management, customers, or the public.
Acceptance of criticism and calm, effective handling of high‑stress situations, openness to change (positive or negative), and adaptability in a varied workplace.
Salary Description $70,000–$90,000/yr DOE
Prescott, AZ
#J-18808-Ljbffr