The customer event manager is the pivot between operations and customer expectations. They are acting like a referee. This person is the company representative in front of the customer. They are dealing with clients ranging from big fleets all the way to small customers who own single aircraft.
The Customer Event Manager is there to work with the understand they business impact behind maintenance implications. There will be a sales component, looking for win-win solutions with the client and the company.
These event managers are working with CRM. Customer Management team and sales team will input data in the CRM to tag where the event managers will be responsible. (Ex: If a client makes a request for a product, they will be associated to a specific customer manager).
The event manager is dealing with a lot of internal stakeholders. They are orchestrating the entire customer experience from wing-to-wing (remove product, move to the shop, and ship it back to the aircraft).