Customer Success Manager

5 months ago

SaintLaurent, Canada CAE Full time

**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.
- 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 mínimal 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.

LI-JN1

**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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