Job Description
Role and Responsibilities
Are you looking for a work environment where you can innovate, reach greater heights and collaborate with experts from a wide range of sectors? You want to join a world-class company and industry leader with projects to which you would be proud to contribute? Come share your passion with us!
The Customer Success Manager will report into CAE Flight Services leadership and work closely with both internal teams (such as Account teams, Delivery, Customer Care, Product Management and Development) as well as external stakeholders and partners, focusing on solution adoption, understanding the client landscape, key client performance indicators and trends. The CSM will have a broad base understanding of the client environment specifically around Flight services assets, competitor products or solutions created by the client themselves.
The CSM will also navigate across the CAE and Flight services organization, as well as the client organization to facilitate faster resolution time to issues in addition will support our customers in realizing maximum possible value from their purchased products and services, by:
Understanding the customer’s business and their products/services landscape and acting as the customer’s advocate to drive successful product adoption and customer success
Partnering with the customer and our own teams to ensure critical issues are prioritized accordingly, balancing customer requirements with our organization’s capabilities
Driving down escalation rates through pro-active engagement and expert customer knowledge
Challenging status quo to achieve customer success
Navigate across CAE/Flight services teams to facilitate or construct new processes to support client needs.
Be the client advocate within CAE and conduct or facilitate meetings within the organization to better describe, explain client expectations or needs.
Work closely with the Customer Care organization to identify chronic trends or issues associated to the clients' environment.
Ensure that client issues are dealt with in an efficient manner, keeping both internal and external stakeholders informed around major incidents, and supporting troubleshooting efforts as required.
Conduct regular customer checkpoint meetings and operational discussion to address customer concerns and exchange information both on managerial and executive level, ensuring our messaging is consistent within the customer’s organization.
Consistent usage of CSM Tools, dashboards, process flow diagrams, surveys, and scorecards
Work closely with assigned project delivery leaders to identify and understand deployment risks, activities, opportunities, or deviations
Establish effective communication channels / forums with clients / and peers
Participate and continue activities (sales enablement training and/or solution overviews) to enhance product knowledge and understand solution roadmap/s.
Our ideal candidate has:
6+ years of airline/aviation experience
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
Comfortable in engaging on manager / director / executive levels with client
Familiar with project management principles
Bachelor’s degree or higher
Excellent written and verbal communication skills
CAE offers:
an environment where your initiatives will be recognized and valued.
the opportunity to travel internationally.
the opportunity to work on a variety of projects on a multidisciplinary team .
the opportunity to represent the organization at external conventions and conferences .
the possibility to work from home occasionally .
flexible schedules .
attractive employee benefits .
With over 13,000 employees in more than 40 countries, CAE is a global leader in training for the civil aviation, defence and security, and healthcare markets. To learn more: www.cae.com
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Position Type
Regular
CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.
Equal Employment Opportunity
At CAE, everyone is welcome to contribute to our success. With no exception.
As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team.
At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age.
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