What are the responsibilities and job description for the Customer Success Manager position at CAE Simuflite?
Role and Responsibilities
CAE Flight Operations Solutions is an industry-leading digital platform trusted by the world's top airlines and business aviation companies to optimize their operations. Every year, more than 50 million flights and over 200,000 crew members are supported by CAE's flight operations software backed by a global team and unparalleled expertise.
We offer a comprehensive portfolio of products and a digital ecosystem to address three main markets - Commercial Aviation, Business Aviation and Crew Engagement.
Spanning crew, flight, movement, airport, on-board catering, and cost management, CAE's customizable end-to-end solution improves decision-making by harnessing the power of integrated data and advanced technologies to improve operational performance, profitability, employee satisfaction and passenger experience.
CAE Flight Operations equips aviation professionals with the data needed to make informed decisions and take control of critical tasks.
The role we are offering you:
The Customer Success Manager (CSM) acts as the client's advocate within the CAE Flight Services (CFS) organization. The CSM will report into Care 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 CFS assets, competitor products or solutions created by the client themselves.
The CSM will also navigate across the CFS organization, as well as the client organization to facilitate faster resolution time to issues.
The CSM will support our customers in realizing maximum possible value from their purchased products and services. Are you ready to:
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 CFS teams to facilitate, construct or design potential new processes to support client needs.
Be the client advocate within CAE and conduct or facilitate meetings within the organization to better describe and explain client expectations or needs.
Work closely with the Customer Care organization to identify and resolve 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.
Our ideal candidate has:
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 minimal direction.
Motivated and goal oriented.
Comfortable in engaging with senior and top management.
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.
Come share your passion with us!
About CAE:
At CAE, we equip people in critical roles with the expertise and solutions to create a safer world. As a technology company, we digitize the physical world, deploying simulation training and critical operations support solutions. Above all else, we empower pilots, airlines, defence and security forces, and healthcare practitioners to perform at their best every day and when the stakes are highest. Around the globe, we're everywhere customers need us to be with more than 13,000 employees in more than 200 sites and training locations in over 40 countries.
Everyday, our people make the amazing happen. Their work enables our customers to perform at their best and move society forward. Our people are the heart of our first-class organization.
#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.
The masculine form may be used in this job description solely for ease of reading, but refers to men, women and the gender diverse.
CAE is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.