Customer Account Manager

Role overview

Embraer Asia Pacific is looking for a driven Customer Account Manager to build and sustain strong relationships with Executive Jets and Defense customers across the Asia Pacific region. In this role, you will act as the main connection point between Embraer and its key accounts, helping ensure that customer needs, contractual obligations, service quality, and business goals stay aligned.

The position reports to the Customer Support & Services Director and contributes directly to customer satisfaction, contract execution, business expansion, and long-term partnership development in support of revenue growth.

Customer relationship management

• Serve as the main contact for customers across the region.
• Explain and reinforce Embraer’s contact center rules and related customer policies, including technical publication pricing and CC1/CC2 charging procedures.
• Support users of FlyEmbraer and MyTechCare, including troubleshooting platform issues.
• Keep customer records and account intelligence current in Salesforce and other Embraer systems.
• Carry out regular visits and calls to deepen customer relationships and understand changing needs.
• Coordinate concession requests and secure internal approvals.
• Assist with AOG events by linking customers, MRO/MRT providers, and the contact center.
• Support warranty matters, Executive Care, pool programs, and other contract-related topics.
• Address general questions connected to EASC/EOSC.
• Stay informed about local aviation regulations and customs rules.
• Support air safety activities and help manage crisis situations when needed.
• Represent Embraer at conferences, customer events, and trade shows.
• Promote customer satisfaction initiatives such as AIN/ProPilot surveys and other industry feedback channels.
• Manage Journey of WOW FSR-related tickets.
• Coordinate post-delivery obligations and support regional implementation of ADs and SBs.
• Maintain awareness of market sentiment and relationships with other OEM field teams such as RR, HY, Garmin, OGMA, and Liebherr.
• Identify revenue opportunities, develop ideas, and gather useful market intelligence.
• Support new aircraft sales efforts when required.
• Provide enough technical understanding to offer quick advice, including go/no-go cockpit decisions.
• Help the contact center close cases and improve quality through initiatives such as Final Fix, Updates, and Quality Clinic.
• Handle complex, recurring, or difficult customer troubleshooting situations.
• Represent the customer’s voice internally and resolve issues through cross-functional coordination.
• Follow company policies while supporting revenue performance.
• Communicate clearly, structurally, and in a timely way with Defense customers.
• Prepare reports, presentations, and status updates as needed.

Account management and commercial support

• Manage customer-facing receivables topics, including collection of overdue payments.
• Review and update payment terms in Embraer systems.
• Handle requests related to credit limits.
• Support entry-into-service activities for new and pre-owned aircraft to ensure a smooth customer interface.
• Lead or co-lead EIS tasks depending on project complexity.
• Ensure customers meet KYC requirements.
• Oversee customer onboarding and setup processes.

Aftermarket and sales support

• Promote aftermarket services and support related sales opportunities.
• Work closely with sales teams and customers to encourage service adoption.
• Collect and assess competitive market intelligence.
• Support spare parts and services sales for Defense customers.
• Review and contribute to Defense commercial proposals.
• Manage and administer Defense sales opportunities.

Desired background

The ideal candidate holds a bachelor’s degree in Aeronautical Engineering or an equivalent qualification and brings at least 7 years of account management experience in aerospace, aviation, or defense. Experience in aircraft maintenance operations, technical support, and customer-facing roles is important, along with exposure to defense aviation markets and international multicultural environments.

Additional requirements

• Strong understanding of civil and defense aircraft design, configurations, and operating differences.
• Practical familiarity with aviation customer operations and standard industry practices.
• Comfortable working in military or defense settings.
• Well-developed stakeholder management, communication, and negotiation skills, with the ability to be firm when required.
• Strategic, customer-centric, and outcome-oriented mindset.
• High sense of urgency, strong risk awareness, and sound judgment.
• Able to work effectively across varied cultures and regional markets.
• Strong presentation and reporting capabilities.
• Self-driven, flexible, and able to perform well in a fast-changing environment.
• Collaborative team player with a proactive attitude.
• Willing to work flexibly, including hybrid/home-based arrangements when needed to cover after-hours calls across time zones.
• Fluent in English.
• Portuguese language skills are an advantage for communication with headquarters in Brazil.
• Proficient in MS Office and Salesforce.

Application note

Only candidates selected for interviews will be contacted.