Summary:
The Aftermarket Customer Success Manager II independently manages assigned customer accounts and serves as a primary point of contact for airline clients, partners, and internal teams. This role applies strong working knowledge of aftermarket contracts, billing, provisioning, revenue, and inventory processes to resolve issues, improve customer experience, and support account performance.
Job Duties and Responsibilities:
• Serve as the primary customer-facing point of contact for assigned aftermarket customer accounts
• Analyze aftermarket performance trends and prepare customer-facing insights, updates, and recommendations
• Manage contract administration, execution, compliance tracking, and account documentation for assigned customers
• Own customer revenue tracking and support accurate, timely service billing across assigned accounts
• Proactively identify billing, delivery, provisioning, inventory, or service risks and drive resolution with internal partners
• Represent the company during onsite and offsite customer meetings and provide clear recommendations to management
• Manage provisioning fulfillment, customer inventory, and demand-planning activities for assigned accounts
• Maintain accurate customer records and improve account documentation practices where needed
• Lead sales handover activities for assigned customers to confirm requirements, risks, and internal ownership
• Lead customer kickoff meetings and ensure follow-up actions are communicated and completed
• Manage daily customer needs related to delivery status, service issues, resolutions, and account expectations
• Ensure contract extension by preparing required information, tracking timelines and approvals, communicating status updates, and escalating issues as needed
• Partner with internal stakeholders to support contract extension reviews and ensure required inputs are collected
• Collaborate cross-functionally with Program, Project Management, Operations, Sales, Finance, and external partners
• Bachelor’s Degree in Business, Aviation Management, Supply Chain, or equivalent experience in a related field
• 3+ years of experience in account management, contract administration, aftermarket services, customer success, or a related field
• Strong working knowledge of service contracts, billing processes, customer account management, and revenue share arrangements
• Demonstrated ability to independently manage customer accounts, deliverables, timelines, and issue resolution
• Experience coordinating across internal teams, vendors, customers, and partners to meet customer and business expectations
• Ability to prepare customer-ready updates, identify account risks, and recommend practical solutions
• Strong written and verbal communication skills, including the ability to lead customer meetings and internal follow-ups
• Proficiency in Excel and word processing programs, with experience tracking contracts, billing, inventory, and account performance data