About This Role
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 Customer Success Manager will report into CAE Flight Services 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 Flight services assets, competitor products or solutions created by the client themselves.
The CSM will also navigate across the CAE and Flight services organization, as well as the client organization to facilitate faster resolution time to issues in addition 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 CAE/Flight services teams to facilitate or construct new processes to support client needs.
- Be the client advocate within CAE and conduct or facilitate meetings within the organization to better describe, explain client expectations or needs.
- Work closely with the Customer Care organization to identify 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
- Self-Motivated and goal oriented
- Comfortable in engaging on manager / director / executive levels with client
- 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 digitalize the physical world, deploying software-based simulation training and critical operations support solutions. Above all else, we empower pilots, cabin crew, airlines, defense and security forces and healthcare practitioners to perform at their best every day and when the stakes are the highest. Around the globe, we’re everywhere customers need us to be with more than 13,000 employees in approximately 250 sites and training locations in over 40 countries. CAE represents more than 75 years of industry firsts—the highest-fidelity flight, mission and medical simulators and training programs powered by digital technologies. We embed sustainability in everything we do. Today and tomorrow, we’ll make sure our customers are ready for the moments that matter.
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 Opportunity Employer
CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. As "One CAE," we take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.
If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at rh-hr@cae.com.
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