Aviation Customer Success Manager

Barfield Inc; Miami (FL); On-site; USD 80,000 - 110,000; Full time

Job summary

Barfield Inc. in Miami, FL, is seeking a Customer Service Manager to oversee key client relationships, drive customer satisfaction, and ensure service delivery aligns with contracts. You will lead the Customer Care Department, manage multiple accounts, and collaborate with repair management, sales, and logistics to deliver high-quality aviation services.

The role requires strong leadership, communication, and problem-solving skills to support growth and profitability across accounts.

Qualifications

• 2–5 years of experience in key account management, customer service, or relevant experience within the MRO industry or similar industry.
• Proficient in Microsoft Office Suite, with advanced Excel skills.
• Strong negotiation skills with the ability to manage and follow through on client contracts.
• Demonstrated ability to multitask and manage multiple client accounts simultaneously.
• Willingness to travel for customer visits as required.
• Excellent verbal and written communication skills, with the ability to listen, present, and build relationships in a customer-focused environment.

Responsibilities

• Build and maintain strong, trusted relationships with key clients to support long-term partnerships.
• Address and resolve client issues and escalations in a timely and effective manner.
• Monitor assigned accounts daily, including validation of quotes within the ERP system.
• Participate in operational meetings with internal stakeholders, external customers, and cross-functional business units.
• Provide clear and consistent reporting on program status through Program Reviews, Weekly Status Reports, and daily performance metrics to ensure progress toward account objectives.
• Serve as the primary point of contact, managing communication between key clients and internal teams.
• Ensure all client requirements and deliverables are met in alignment with agreed timelines.
• Act as a liaison across departments, working closely with repair management, sales, logistics, and other teams to deliver high-quality service and drive continuous improvement in customer satisfaction.
• Proactively identify and anticipate risks that may impact account performance or profitability, and lead cross-functional efforts to develop and implement corrective action plans.
• Monitor and manage costs, including but not limited to parts, labor, exchanges, outsourcing, BER, and O&A.
• Partner with Finance to maintain target profit margins across assigned accounts.
• Collaborate with the Sales team to maximize revenue opportunities through upselling and cross-selling initiatives.
• Prepare and present account performance reports and lead quarterly business reviews with stakeholders.
• Continuously analyze client data to ensure compliance with GTAs and contractual agreements.

Job description

Barfield Inc. in Miami, FL, is seeking a Customer Service Manager to oversee key client relationships, drive customer satisfaction, and ensure service delivery aligns with contracts. You will lead the Customer Care Department, manage multiple accounts, and collaborate with repair management, sales, and logistics to deliver high-quality aviation services.

The role requires strong leadership, communication, and problem-solving skills to support growth and profitability across accounts.