Customer Success Manager

About This Role

CAE Overview: CAE is a high technology company at the forefront of digital immersion, providing solutions to make the world a safer place. Our flight services business delivers software solutions to over 150 airline customers.

Why Work at CAE:

• Meaningful work that drives professional development.
• Opportunities to grow within the technology industry.
• Collaborative work environment.
• High-performance team culture.

We seek bright, driven individuals with a passion for technology who want to hone their skills. If you enjoy challenging work, being part of a global team, and solving complex problems through technology, business intelligence, analytics, and Agile practices, CAE is the place for you. Our people develop and deliver powerful solutions to meet our customers' current and future needs.

The Manager, Customer Success Manager (CSM) acts as the client’s advocate within the CAE Flight Services (CFS) organization. Reporting to Customer Success leadership, the CSM works closely with internal teams (Account, Delivery, Customer Care, Product Management, Development) and external stakeholders to focus on solution adoption, understanding the client landscape, and key performance indicators.

Key Responsibilities:

• Develop and communicate a clear vision and strategic plan for the CSM team in the Americas, aligning with CAE's goals and mission.
• Establish performance metrics and goals for the CSM team to ensure alignment with business objectives and customer success.
• Recruit, train, and mentor CSM team members, fostering continuous improvement and professional development.
• Conduct regular performance reviews and provide constructive feedback to ensure high performance and engagement.
• Foster strong relationships with key customers to drive satisfaction, loyalty, and long-term partnerships.
• Act as the primary advocate for customers, ensuring their needs and feedback are addressed effectively.
• Communicate regularly with senior leadership and stakeholders to provide updates on CSM activities and customer insights.
• Oversee customer governance, ensuring visibility and effective solutions to critical issues.
• Utilize data and analytics to monitor customer success metrics, identify trends, and make informed decisions.
• Identify and implement process improvements to enhance the CSM team's efficiency and effectiveness.
• Design and implement customer success programs to drive product adoption, satisfaction, retention, and business growth.

Additional Responsibilities:

• Ensure consistent documentation and standardization within timelines.
• Conduct regular customer checkpoint meetings and operational discussions to address concerns and exchange information at managerial and executive levels.
• Consistently use and update CSM tools, dashboards, process flow diagrams, surveys, and scorecards.
• Work closely with project delivery leaders to identify and understand deployment risks, activities, opportunities, or deviations.
• Establish effective communication channels with clients and peers.
• Participate in sales enablement training and solution overviews to enhance product knowledge and understand solution roadmaps.

Job Requirements:

• 6+ years of airline/aviation experience.
• Strong leadership and analytical skills.
• High organizational mindset and structure.
• Independent initiative and teamwork capability.
• Intellectual curiosity and knowledge expansion.
• Ability to plan and carry out responsibilities with minimal direction.
• Motivated and goal-oriented.
• Comfortable engaging with senior and top management.
• Familiar with project management principles.
• Bachelor’s degree or higher.
• Excellent written and verbal communication skills.

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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 providing equal employment opportunities to all applicants and employees without regard to race, nationality, colour, religion, sex, gender indentity and expression, sexual orientation, disability, neurodiversity, veteran status, age, or other characteristics protected by local laws.

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. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process.  If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at [email protected].