Gestionnaire de compte - Account manager

AJW Group; Montreal; On-site; CAD 60,000 - 80,000; Full time

Job summary

AJW Group, un leader dans le secteur aéronautique, recherche un Gestionnaire de compte pour renforcer son équipe à Montréal. Ce rôle essentiel consiste à assurer des interactions client exceptionnelles, à développer des relations solides et à identifier des opportunités de croissance pour maximiser la satisfaction et la fidélité des clients. Si vous êtes passionné par le service client et que vous possédez une expérience pertinente, rejoignez une équipe dynamique qui valorise le talent et l'innovation.

Benefits

Assurance groupe

Plan de pension

Jours personnels

Jours de maladie

Formation continue

Programme d'assistance aux employés

Qualifications

• Expérience en gestion de comptes et service client.
• Compétences en CRM et outils de feedback.
• Excellentes compétences en communication en français et anglais.

Responsibilities

• Gérer les relations avec les clients assignés et assurer un service exceptionnel.
• Identifier les opportunités de croissance et améliorer la satisfaction client.
• Collaborer avec des équipes internes pour la gestion de projets.

Skills

Communication

Relation client

Vision stratégique

Education

Diplôme en administration des affaires ou marketing

Tools

HubSpot

Job description

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Join to apply for the Gestionnaire de compte - Account manager role at AJW Group

• Formation continue

English will follow

• Formation continue

AJW Group is a world-leading independent specialist in the supply, exchange, repair and lease of aircraft spare parts. With over 90 years of aviation experience, AJW supports over 1000 airlines across 100 countries.

One of the main divisions of the AJW Group is AJW Technique, a state-of-the-art component Maintenance, Repair and Overhaul (MRO) facility with over 150 experienced and passionate technicians in Montreal.

The Account manager is responsible for ensuring exceptional customer interactions and delivering a smooth and satisfying customer journey. This role requires a strong focus on customer satisfaction, effective communication skills and the ability to identify areas for improvement in the customer experience. The Customer Experience Specialist will collaborate with cross-functional teams to implement strategies and initiatives to improve customer satisfaction, loyalty and engagement.

• Serve as the primary point of contact for assigned customer accounts, developing strong relationships and deepening customer trust.
• Provide regular updates to customers on their accounts, including ongoing projects, repair processes, and order status.
• Prepare and submit quotations based on disassembly / inspection reports within established deadlines, ensuring alignment with customer needs and maximizing profitability.
• Proactively identify growth opportunities within existing accounts by understanding the customer’s evolving needs and offering tailored solutions.
• Handle escalated customer issues with urgency and professionalism, ensuring timely and effective resolutions.
• Monitor progress throughout the customer’s repair process and service lifecycle, anticipating potential delays or missed opportunities, and taking corrective actions when necessary.
• Analyze customer account performance metrics, such as profitability, satisfaction indicators, and service delivery, to identify areas for improvement and expansion.
• Collaborate with internal teams (e.g., Engineering, Purchasing, Production, and Technicians) to ensure seamless execution of customer projects and account management strategies.
• Stay informed about market trends, including BER (beyond economic repair), FMV (fair market value), fixed pricing, and billing history thresholds, to offer strategic recommendations that optimize customer outcomes and business profitability.
• Implement strategies to improve customer loyalty, retention, and account satisfaction by delivering innovative and tailored solutions that address their specific needs.

We offer :

• Full benefits upon hiring (group insurance, pension plan, etc.)
• Personal days
• Sick days
• On-going training
• Employee assistance program
• And more +++

We pride ourselves in attracting and retaining top talent; come and join our dynamic team.

We adhere to the principles of employment equity and we strive to ensure that our workforce is representative of the Greater Montreal area.

English will follow

Job requirements :

• Degree in business administration, marketing or related field. Pertinent experience will also be considered
• Experience in the aerospace sector is a major asset.
• Proven experience in a customer-focused role, preferably in customer support, customer experience, or account management.
• Proficiency in Customer Relationship Management (CRM) systems and customer feedback tools to manage accounts effectively. HubSpot knowledge as asset.
• Customer-centric mindset with a genuine passion for delivering exceptional service and fostering long-term customer relationships.
• Strong knowledge of account management best practices and customer experience trends to strategically grow accounts and drive innovation.
• Excellent communication skills in both French and English to facilitate conversations with global customers. Spanish is an asset.
• Strategic vision with the ability to think creatively, identify new business opportunities, and deliver innovative solutions that align with both customer needs and business goals.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Customer Service

Airlines and Aviation

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