Customer Success Manager- Air Traffic Services

Join CAE in building the first of its kind exciting air traffic services division. Under a first-of-its-kind partnership in Canada, CAE will deliver initial training for Flight Service Specialists and Air Traffic Controllers using NAV CANADA’s training curriculum and courseware. The first classes will begin in the fall of 2024 at a new purpose-built Air Traffic Services Training Center on CAE’s campus in Montreal. We are building up a customer-centric and innovative team to deliver accelerated training to over 150 students per year, while ensure quality and transparency to our anchor customer, NAV CANADA.

This agreement leverages the expertise of two Canadian industry leaders to innovate and address future air traffic management requirements. As the world’s largest aviation training provider, CAE is uniquely positioned to work hand in hand with NAV CANADA, the second-largest Air Navigation Service Provider (ANSP) worldwide, to develop a highly proficient workforce and ensure the safety and efficiency of the air traffic system. The partnership will provide additional training capacity as NAV CANADA continues to fully deliver existing training programs from its training units across the country.

In this role, the Customer Success Manager - Air Traffic Serviceswill be responsible for scheduling training events, improving the student experience, and working directly with the customer to coordinate and report out on the overall program..

Responsibilities will include, but are not limited to:

• Long term training forecasting as well as day to day scheduling of students, instructors, and resources.

• Tracking and reporting on operational, financial, and customer KPIs.

• Acting as the primary contact for the customer, managing daily sales requests and change orders.

• Acting as the primary contact for the students: including issuing student surveys, communicating schedule changes, and responding to non-training questions

• Be the client advocate within CAE and conduct or facilitate meetings within the organization to better describe, explain client expectations or needs.

• Ensure that client issues are dealt with in an efficient manner, keeping both internal and external stakeholders informed around incidents, and supporting troubleshooting efforts as required.

• Coordinating a seamless customer journey, including issuing welcome packages, registering students, and supporting arrival/check-in of students on their first day of class

• Identifying and leading improvement activities to enhance the customer journey

• Facilitate or construct new processes to support client needs

• Proactively advising the Training Managers and Center Leader of operational challenges and suggesting solutions

Qualifications :

• A minimum of 3 years experience in project management, operations, or coordinator-type roles

• A minimum of 3 years experience interfacing directly with clients and with key stakeholders at major customer accounts

• Excellent interpersonal and communication skills.

• Ability to maintain strong customer orientation under adverse circumstances.

• Strong focus on quality with a continuous drive towards process improvement & customer satisfaction.

• Readily accept changes and adjust accordingly.

• Strong analytical skills and problem-solving ability

• Showcase a high level of independent initiative and can work well in a team environment

• Demonstrate intellectual curiosity – expand knowledge base

• Plan and carry out responsibilities with minimal direction

• Self-Motivated and goal oriented

• Excellent written and verbal communication skills

An ideal candidate has:

• Experience using STARS, Gemini, PowerBI, Salesforce, Centrik, SAP

• Experience as a scheduler or training coordinator in a CAE training facility

CAE offers:

• an environment where your initiatives will be recognized and valued

• the opportunity to work on a variety of projects on a multidisciplinary team

• the possibility to work from home occasionally

• flexible schedules

• attractive employee benefits

Check out the press release link to the partnership between NAV Canada and CAE :

https://www.cae.com/news-events/press-releases/nav-canada-and-cae-form-partnership-to-train-air-traffic-controllers-and-flight-service-specialists

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