Job Description

The In-Service Account Manager works hand-in-hand with the assigned Sales Account Manager, In Service Business Manager and Program Manager Representative to maintain regular contact with the Customer and other members of the “Customer Account Team” to ensure the Customers concerns are continually addressed by the organization along with the provision of outstanding services. The In-Service Account Manager acts as the single Point of Contact and authority for all In-Service related areas of concern for the Customer and works as a key member of the Customer Account Team.

Key responsibilities for assigned Customers include:

• Development of support schemes
• Management of all ongoing in-service-related activities
• Monitoring and ensuring Customer satisfaction
• Management of customer in-service contracts and programs
• Provision of performance metrics to both Wescam management and Customers.

Primary Responsibilities

• Primary account manager for all in-service activity
• Oversight and monitoring of the local WASC’s in terms of meeting customer satisfaction for in-service activities
• Program management of in-service contracts and programs as per assigned customer base
• Working with the Sales and PMO to provide strategic direction to management of each customer account
• Maintain and manage revenue and cash performance for each customer account
• Provides support for issues, and work with the functional groups to strategize solutions for issue resolution while maintaining a global overview of the entire customer service experience
• Lead the activities of internal cross-functional project teams throughout all phases of the project life cycle for in-service activities.
• Utilize fundamental project management practices to plan, execute, and monitor customer accounts
• Contact customers regularly to stay informed of developments and anticipate potential issues
• Facilitate communication between the customer and WESCAM and work across WESCAM to ensure customer satisfaction drivers are in place and running efficiently to ensure their current and future demands are met
• Work with the Sales account manager and the Customer to assist in the sales of service concepts for the Customer
• Participate as required in tradeshows, user groups, Customer technical conferences and other sales and technical events in support Customer accounts.
• Ability to travel both domestically and internationally with short notice

Required Capabilities

• Demonstrate ability to work in a fast-paced service-oriented environment
• Experience dealing with international clients
• Understanding of the strategic business planning process
• Proven experience in providing complete and innovative solutions to Customers
• Ability to communicate (verbal, writing) in English and Arabic
• Excellent interpersonal and communication skills
• Strong project management skills
• Knowledge of contract terms and conditions and sub-contract management
• Strong presentation skills
• Excellent organizational and time management skills
• Strong analytical and query skills to investigate, comprehend and drive resolution of all aspects of Customer issues
• Able to bring together and influence internal functional teams and demonstrate negotiation and conflict / issue resolution skills
• Understanding of Aerospace / Military maintenance planning concepts is an asset

Desired Education and Experiences

• Saudi Nationals Only
• Minimum Nine (9) years’ of In Service Program Management experience in an international environment.
• Minimum Nine (9) years’ experience in an International Government / Military environment.
• University or College graduate in an engineering or business management field
• PMP certification is an asset
• Multilingual English, Arabic

Skills Required

• Aerospace
• Management