Air Traffic Services Customer Success Lead
4 weeks ago
Role and Responsibilities
CAE is pioneering an innovative air traffic services division, establishing a unique partnership to provide initial training for Flight Service Specialists and Air Traffic Controllers utilizing NAV CANADA's comprehensive training curriculum. This initiative aims to create a customer-focused and dynamic team dedicated to delivering accelerated training to a significant number of students annually, while ensuring quality and transparency for our primary client.
This collaboration harnesses the strengths of two leading Canadian organizations to innovate and meet future air traffic management needs. As the foremost aviation training provider globally, CAE is strategically positioned to collaborate closely with NAV CANADA, a prominent Air Navigation Service Provider, to cultivate a highly skilled workforce and enhance the safety and efficiency of the air traffic system.
In this position, the Customer Success Manager - Air Traffic Services will oversee the scheduling of training sessions, enhance the student experience, and liaise directly with the client to coordinate and report on the overall program's progress.
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 primary liaison for the client, managing daily sales inquiries and change requests. Acting as the main point of contact for students, including administering student feedback surveys, communicating schedule modifications, and addressing non-training related inquiries. Advocating for the client within CAE and facilitating internal meetings to clarify and communicate client expectations and requirements. Ensuring efficient resolution of client issues, keeping both internal and external stakeholders informed about incidents, and supporting troubleshooting efforts as necessary. Coordinating a seamless customer experience, including issuing welcome packages, registering students, and assisting with their arrival and check-in on the first day of class. Identifying and leading initiatives to improve 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:
At least 3 years of experience in project management, operations, or similar roles. A minimum of 3 years of experience interacting directly with clients and key stakeholders at major customer 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 willingness to adjust as needed. Strong analytical and problem-solving capabilities. 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 training facility.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 work schedules. Competitive employee benefits.Position Type: Regular
CAE appreciates all applicants for their interest. However, only those whose qualifications align with the role's requirements will be contacted.
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