Senior Manager, Account Manager – U.S. Army Sustainment & Customer Success (Remote)

RTX, the world's largest aerospace and defense company, is seeking a Senior Manager, Account Manager for U.S. Army Sustainment & Customer Success. The role involves serving as a primary customer interface, ensuring exceptional customer experience, and driving account growth by building strong relationships and managing customer satisfaction.

Responsibilities:

• Serve as the primary customer interface for U.S. Army sustainment accounts, delivering responsive, high‑quality customer service and support
• Build and maintain strong relationships with Army end users, program offices, sustainment commands, and supporting OEM/contractor teams
• Drive customer satisfaction by understanding mission requirements, identifying gaps or challenges, and coordinating timely resolutions across internal teams
• Lead account management activities including forecasting, opportunity identification, pipeline development, and contract follow‑through
• Support sales growth by presenting solutions that enhance readiness, sustainment efficiency, and lifecycle performance
• Collaborate closely with engineering, logistics, product, and operations teams to ensure customer needs are prioritized and accurately represented
• Monitor program health and sustainment metrics, proactively addressing issues that may impact performance or customer trust
• Conduct regular in person and remote briefings, reviews, and touchpoints with Army partners to maintain visibility and alignment
• Maintain accurate records of customer interactions, requirements, opportunities, and risk areas
• Ensure compliance with all DoD, Army, and corporate policies related to ethics, security, and information handling
• Develop and maintain customer sales forecasts and achieve Customer segment orders / sales plans for Spare Parts, GSE, MRO and Strategic Long Term Agreements
• Responsible for leading the CSM team to ensure continued marketing/selling Collins Aerospace aftermarket products and services to assigned customers
• Identify business opportunities and develop strategies for achieving business objectives
• Support CSM team and engage to ensure successful proposal activities and negotiations to closure
• Manage the customer segment strategy by understanding the marketplace and competition, identify, develop and execute initiatives to maximize market sector sales and margin growth (protect and grow). Develop short, medium and long term strategies to protect and grow the market
• Know the customer’s organization, culture, structure, key decision makers and the customer decision making process. Maintain detailed market sector analysis including products, customers, market trends, fleet sizes etc
• Provide recommendations to support repair, spares and inventory forecast/planning and corporate strategy initiatives
• Responsible for managing a positive business relationship with assigned customers
• Drive Customer Satisfaction results
• Own the Aftermarket customer interface for Collins Aerospace Defense sustainment customers
• Facilitate resolution of customer satisfaction issues leveraging functional Customer Service groups and product line program management
• Lead Business Reviews and Executive visits as required
• Maintain Executive briefing documents and strategy documents for assigned customers as needed

Requirements:

• Typically requires a University Degree and minimum 10 years prior relevant experience or an Advanced Degree in a related field and minimum 7 years of experience
• 8+ years of experience in sales related to aerospace or aviation activities
• Previous Military sales experience with OEM and US government customers required
• Experience developing and closing significant long term agreements with OEM's and US Government on Military Aftermarket business, including forming PBL agreements
• Experience presenting and interacting with executive leadership
• Must have experience in reporting on all types of business metrics with clear knowledge on how to improve business performance
• Must have a comprehensive knowledge of finance, program management, marketing principles and practices, a thorough understanding of related industry practices
• Must have the ability to meet, establish and maintain supportive relationships of high level technical and non-technical customer personnel