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Air Traffic Services Training Coordinator

4 weeks ago

Montreal, Quebec, Canada CAE Full time

Role and Responsibilities

CAE is seeking a highly skilled Customer Success Manager - Air Traffic Services to join our team. This individual will 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.

Key Responsibilities:

  • Long-term training forecasting and 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 students, including issuing student surveys, communicating schedule changes, and responding to non-training questions.
  • Being the client advocate within CAE and conducting or facilitating meetings within the organization to better describe, explain client expectations or needs.
  • Ensuring 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.
  • Facilitating or constructing 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 of experience in project management, operations, or coordinator-type roles.
  • A minimum of 3 years of 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 and customer satisfaction.
  • Readily accepting changes and adjusting accordingly.
  • Strong analytical skills and problem-solving ability.
  • Showing a high level of independent initiative and working well in a team environment.
  • Demonstrating intellectual curiosity and expanding knowledge base.
  • Planning and carrying out responsibilities with minimal direction.
  • Self-motivated and goal-oriented.
  • Excellent written and verbal communication skills.

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.