Senior Manager, Customer Success – APAC

Found in: Talent CA C2 - 1 week ago

Montreal, Canada CAE Inc Full time

Role and Responsibilities

Senior Manager, Customer Success – APAC

Reporting to the Director, Product Delivery and Customer Services - APAC - Civil Aviation, the Senior Manager, Customer Success APAC will be responsible for elevating customer satisfaction and generating customer loyalty. The position holder will be responsible for a portfolio of approximately customer accounts and will provide inputs in strategic planning and improvement of business processes.

Responsibilities

Responsible for customer satisfaction level and customer loyalty Ensure there is an account strategy developed, refined, and maintained for each of the customer accounts. Build and deliver action plans related to customer satisfaction improvement. Support sales team activities and ensure communications with Aftermarket Business teams, Sales & Ops teams, Product Management teams and Regional Program Managers. Responsible for special action plans related to customer escalation or special projects related to customer satisfaction. Develop and secure long-term relationships with customers by: Meeting customers during their in-house visitsRegular teleconferences at the management level with key customer accountsParticipation in customer conferences and meetings (e.g. FSEMC, CABs, etc.)Participation in review meetings at customer sites Display client-centricity in each interaction with the customer and ensure the same focus is relayed throughout CAE’s organization. Manage and lead customer service processes. Achieve defined customer satisfaction goals for the global APAC portfolio. Develops and maintains solid relationships with key internal and external stakeholders to ensure current and future support, service and programs are aligned with market needs. Manage the Global warranty reserve management (shared accountability with other Support Leaders) Proactively escalate to get issue resolution on behalf of the customers. Develop solutions to various issues and conflicts arising during in-service of the regional install base in collaboration with clients, subcontractors, and internal staff. Supervise the work of a team of Customer Experience Leads, Customer Account Leads and Regional planners for the overall achievement of objectives. Supervise and mentor the team members, providing guidance and support to ensure their professional growth and development. Conduct performance evaluations, provide constructive feedback, and identify training needs to optimize team performance and productivity. Evaluate workload requirements and conduct hiring activities. Responsible for development plan and training plans for his/her team Collaborate with the Training Product team, the Aftermarket team and Sales to identify upselling opportunities to drive growth and renewals in services, including Digital services. Accountable for the departmental budget The position holder makes decisions and recommendations in accordance with company policies. The position holder works under administrative direction; work is reviewed based on the achievement of business objectives, professional judgment, and acceptance of management.

Requirements

University degree in engineering, management, business, or equivalent, with at least 8 years of experience in a related field, or any equivalent combination of education and experience. Ability to establish and maintain excellent relationships with key stakeholders and clients. Strong customer mindset Strong leadership skills and ability to lead change. Strong collaboration, communication, and negotiation skills, both internally and externally. Proven leader who mobilizes employees and fosters teamwork while achieving key objectives. Ability to work in a very fast-paced and dynamic environment with constant changes. Ability to work under pressure within tight deadlines and competing priorities. The work includes interruptions that may occur at any time. These interruptions may be unpredictable, imposed, or controlled by others. The position holder must be available for business travel for 3 to 4 weeks, and less than 2 weeks on short notice. The position holder must be available and flexible to manage their schedule according to the needs of the customers in the region.

#LI-CG

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.

  • Senior Manager, Customer Success – APAC

    Found in: Talent CA C2 - 3 days ago

    Montreal, Canada CAE Full time

    Role and Responsibilities Senior Manager, Customer Success – APAC Reporting to the Director, Product Delivery and Customer Services - APAC - Civil Aviation, the Senior Manager, Customer Success APAC will be responsible for elevating customer satisfaction and generating customer loyalty. The position holder will be responsible for a portfolio of...

  • Program Manager

    Found in: Talent CA C2 - 5 days ago

    Montreal, Canada CAE Full time

    Description Reporting to the Director, Product Delivery and Customer Services - APAC - Civil Aviation, the Program Manager will be responsible and accountable for the delivery of all training products and aftermarket services to a portfolio of customers in the Asia-Pacific region. The incumbent will be responsible for program profitability, achieving...

  • Program Manager

    Found in: Talent CA C2 - 1 week ago

    Montreal, Canada CAE Inc Full time

    Role and Responsibilities Job Description Reporting to the Director, Product Delivery and Customer Services - APAC - Civil Aviation, the Program Manager will be responsible and accountable for the delivery of all training products and aftermarket services to a portfolio of customers in the Asia-Pacific region. The incumbent will be responsible for...

  • Customer Success Manager

    6 days ago

    Montreal, Canada FLiiP Full time

    FLiiP is a fast-growing company offering a flexible, dynamic and stimulating work environment in the field of sport and physical activity. This is your chance to join a company that has already proven its success and is at the dawn of exponential growth. We are looking for a Customer Success Manager who is passionate about the customer experience and will...

  • Customer Success Manager

    6 days ago

    Montreal, Canada FLiiP Full time

    FLiiP is a fast-growing company offering a flexible, dynamic and stimulating work environment in the field of sport and physical activity. This is your chance to join a company that has already proven its success and is at the dawn of exponential growth. We are looking for a Customer Success Manager who is passionate about the customer experience and will...

  • Customer Success Manager

    6 days ago

    Montreal, Canada FLiiP Full time

    FLiiP is a fast-growing company offering a flexible, dynamic and stimulating work environment in the field of sport and physical activity. This is your chance to join a company that has already proven its success and is at the dawn of exponential growth. We are looking for a Customer Success Manager who is passionate about the customer experience and will...

  • Customer Success Manager

    6 days ago

    Montreal, Canada FLiiP Full time

    FLiiP is a fast-growing company offering a flexible, dynamic and stimulating work environment in the field of sport and physical activity. This is your chance to join a company that has already proven its success and is at the dawn of exponential growth. We are looking for a Customer Success Manager who is passionate about the customer experience and will...

  • Customer Success Manager

    Found in: Talent CA C2 - 1 week ago

    Montreal, Canada FLiiP Full time

    FLiiP is a fast-growing company offering a flexible, dynamic and stimulating work environment in the field of sport and physical activity. This is your chance to join a company that has already proven its success and is at the dawn of exponential growth.We are looking for a Customer Success Manager who is passionate about the customer experience and will...

  • Customer Success Manager

    Found in: Talent CA C2 - 1 week ago

    Montreal, Canada Management Events Full time

    Management Events , a dynamic B2B growth company, is seeking a passionate Customer Success Manager to join our Dutch team. We connect decision-makers with solution providers globally through exclusive, high-quality events, empowering our clients to maximize their return on investment with our lead generation services. About the Role: In this pivotal role,...

  • Customer Success Manager

    5 days ago

    Montreal, Canada Rival Insurance Technology Full time

     Who We AreAt Rival Insurance Technology, we specialize in providing management systems and connectivity solutions to the insurance industry. Our commitment to innovation, collaboration, and transformative technology drives us forward. With a legacy spanning over three decades, we’re dedicated to reshaping the insurance landscape through innovation and...

  • Customer Success Manager

    5 days ago

    Montreal, Canada Rival Insurance Technology Full time

     Who We AreAt Rival Insurance Technology, we specialize in providing management systems and connectivity solutions to the insurance industry. Our commitment to innovation, collaboration, and transformative technology drives us forward. With a legacy spanning over three decades, we’re dedicated to reshaping the insurance landscape through innovation and...

  • Customer Success Manager

    5 days ago

    Montreal, Canada Rival Insurance Technology Full time

     Who We AreAt Rival Insurance Technology, we specialize in providing management systems and connectivity solutions to the insurance industry. Our commitment to innovation, collaboration, and transformative technology drives us forward. With a legacy spanning over three decades, we’re dedicated to reshaping the insurance landscape through innovation and...

  • Customer Success Manager

    Found in: Adzuna CA C2 - 3 days ago

    Montreal, QC, G4F, CA FLiiP Full time

    FLiiP is a fast-growing company offering a flexible, dynamic and stimulating work environment in the field of sport and physical activity. This is your chance to join a company that has already proven its success and is at the dawn of exponential growth.We are looking for a Customer Success Manager who is passionate about the customer experience and will...

  • Director, Customer Success

    3 days ago

    Montreal, Canada Coveo Solutions inc. Full time

    The Challenge As a Director of Customer Success at Coveo, you will lead a team of dedicated Customer Success Managers, and scale our Customer Success practice. Reporting directly to the Vice President, Customer Success, you will be driving operational excellence, and managing the adoption and enablement of our solution.  Your focus is on delivering value...

  • Director, Customer Success

    3 days ago

    Montreal, Canada Coveo Solutions inc. Full time

    The ChallengeAs a Director of Customer Success at Coveo, you will lead a team of dedicated Customer Success Managers, and scale our Customer Success practice. Reporting directly to the Vice President, Customer Success, you will be driving operational excellence, and managing the adoption and enablement of our solution.Your focus is on delivering value to our...

  • Director, Customer Success

    2 days ago

    Montreal, Canada Coveo Solutions inc. Full time

    The ChallengeAs a Director of Customer Success at Coveo, you will lead a team of dedicated Customer Success Managers, and scale our Customer Success practice. Reporting directly to the Vice President, Customer Success, you will be driving operational excellence, and managing the adoption and enablement of our solution. Your focus is on delivering value to...

  • Director, Customer Success

    1 day ago

    Montreal, Canada Coveo Solutions inc. Full time

    The Challenge As a Director of Customer Success at Coveo, you will lead a team of dedicated Customer Success Managers, and scale our Customer Success practice. Reporting directly to the Vice President, Customer Success, you will be driving operational excellence, and managing the adoption and enablement of our solution. Your focus is on delivering value...

  • Customer Success Manager

    Found in: Talent CA C2 - 20 hours ago

    Montreal, Canada Softlanding Full time

    Whether you’re looking for a career change in IT, you’re a business requiring IT support or IT staffing, let Groupe Access Powered by MSP Corp. be your next step to success. As one of the leading Cyber Security and information technology (IT) services firms in Canada, we have an assortment of services to offer our varied clientele, large or small. This...

  • Customer Success Intern

    6 days ago

    Montreal, Canada FLiiP Full time

    FLiiP is a fast-growing company offering a flexible, dynamic and stimulating work environment in the field of sport and physical activity. This is your chance to join a company that has already proven its success and is at the dawn of exponential growth. We are looking for a Customer Success Intern who is passionate about the customer experience and will...

  • Customer Success Intern

    6 days ago

    Montreal, Canada FLiiP Full time

    FLiiP is a fast-growing company offering a flexible, dynamic and stimulating work environment in the field of sport and physical activity. This is your chance to join a company that has already proven its success and is at the dawn of exponential growth. We are looking for a Customer Success Intern who is passionate about the customer experience and will...