カスタマーサポートアカウントマネージャー/ Customer Support Account Manager

A global aerospace and defence company is looking for a Customer Support Account Manager. The selected candidate will manage Japanese customer relationships, monitor service delivery and customer satisfaction, coordinate operational and financial activities, and support commercial growth across customer support services.

Responsibilities:

• Act as the account manager and primary point of contact for Japanese customers
• Understand customer operations and needs to determine appropriate service performance levels
• Resolve customer operational issues by assessing feasibility, timelines, and cost impact
• Support Sales in developing and negotiating service solutions, including Service Plans, Spare Parts Planning, Packages, and BOA Contracts
• Organise customer visits and coordinate relevant internal support teams
• Define customer performance targets and monitor fleet and service delivery against KPIs
• Coordinate Service Delivery departments to ensure contractual and customer requirements are met
• Manage AOG events by coordinating logistics and technical interventions
• Maintain accurate and up-to-date customer information across company ICT and web-based systems
• Coordinate financial activities and manage the Credit Recovery Process
• Support Aircraft Delivery and Entry into Service activities, including customer service infrastructure readiness and closure of post-delivery items
• Monitor customer satisfaction and provide advice to improve aircraft operations and customer experience
• Report customer feedback and identify service improvement opportunities
• Identify commercial opportunities based on customer and market knowledge and support Sales with service package negotiations
• Promote Customer Support services and contribute to increasing CS&S business

Requirements:

• Bachelor’s degree or above in Business Administration, Economics, Commercial Management, Industrial Engineering, or an equivalent field
• More than 5 years of professional experience in customer management, sales/commercial roles, or account management, preferably within aviation, aerospace, or technical/industrial sectors
• Experience managing complex customer relationships, service package negotiations, and commercial expansion opportunities
• Strong negotiation skills with experience securing service agreements and managing customer contracts
• Good computer skills in MS Office Suite
• Knowledge of aviation business and operations, including maintenance, supply chain, or service delivery
• Ability and willingness to travel frequently within Japan and internationally
• Fluent level Japanese and English

About the Company:

This company operates in the aerospace and defence industry, developing and providing products and services across international markets. It works with customers and partners globally across its business and technical operations.

Keywords:

顧客サポートアカウントマネージャー, 顧客管理, アカウントマネジメント, 航空宇宙, 航空, カスタマーサポート, サービスデリバリー, 営業, 商業管理, 顧客満足度, サービス契約, プロジェクトマネジメント, 求人, 外資系

Job Ref: WZJ5QH