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Air Traffic Services Customer Success Specialist
3 months ago
Role and Responsibilities
CAE is pioneering an innovative air traffic services division, collaborating with NAV CANADA to provide comprehensive training for Flight Service Specialists and Air Traffic Controllers. This initiative aims to establish a customer-focused and forward-thinking team dedicated to delivering exceptional training experiences.
The partnership between CAE and NAV CANADA represents a significant advancement in addressing the evolving needs of air traffic management. As a global leader in aviation training, CAE is well-equipped to support NAV CANADA in cultivating a highly skilled workforce, ensuring the safety and efficiency of air traffic operations.
In the capacity of Customer Success Manager - Air Traffic Services , your primary responsibilities will encompass scheduling training sessions, enhancing the student experience, and liaising directly with clients to oversee and report on the overall training program.
Key Responsibilities Include:
Long-term training forecasting alongside daily scheduling of students, instructors, and resources. Monitoring and reporting on operational, financial, and customer performance indicators. Serving as the main point of contact for clients, managing daily sales inquiries and modifications. Acting as the primary liaison for students, which includes distributing surveys, communicating schedule adjustments, and addressing non-training inquiries. Advocating for clients within CAE and facilitating internal meetings to clarify client expectations and requirements. Ensuring efficient resolution of client issues, keeping all stakeholders informed about incidents, and supporting troubleshooting efforts as necessary. Coordinating a seamless customer experience, including the issuance of welcome packages, student registration, and assistance during the first day of classes. Identifying and leading initiatives to enhance the customer journey. Developing or refining processes to meet client needs. Proactively informing Training Managers and Center Leaders of operational challenges and proposing solutions.Qualifications:
A minimum of 3 years of experience in project management, operations, or similar roles. At least 3 years of experience interacting directly with clients and key stakeholders at major accounts. Exceptional interpersonal and communication skills. Ability to maintain a strong customer focus in challenging situations. Strong commitment to quality with a continuous drive for process enhancement and customer satisfaction. Adaptability to change and ability to adjust accordingly. Strong analytical and problem-solving skills. Demonstrated initiative and ability to work effectively in a team environment. Intellectual curiosity and a desire to expand knowledge. Ability to plan and execute responsibilities with minimal supervision. Self-motivated and goal-oriented. Excellent written and verbal communication skills.Preferred Qualifications:
Familiarity with STARS, Gemini, PowerBI, Salesforce, Centrik, SAP. Experience as a scheduler or training coordinator in a CAE training environment.CAE Offers:
A work environment where your contributions are recognized and valued. Opportunities to engage in diverse projects within a multidisciplinary team. Flexibility to work from home on occasion. Flexible scheduling options. Competitive employee benefits.Position Type: Regular
CAE appreciates all applicants for their interest. However, only those whose qualifications align with the requirements of the role will be contacted.
