Customer Success Manager - Irving - CAE Simuflite

Description

Overview

The CSM will report into CS 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.

Responsibilities

• Broad base understanding of the client environment specifically around Flightscape assets, competitor products or solutions created by the client themselves.
• Navigate across the CAE and Flightscape organization, as well as the client organization to facilitate faster resolution time to issues.
• Support our customers in realizing maximum possible value from their purchased products and services, by:
• Understanding the customer's business and their products/services landscape and acting as the customer's advocate to lead for 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
• Taking ownership to driving down escalation rates through pro-active engagement and expert customer knowledge
• Challenging status quo to achieve customer success

Other Responsibilities

• Navigate across CAE/Flightscape 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 and drive for better solutions.
• 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.

Job Requirements

• 12+ years of airline/aviation experience
• Strong analytical skills and problem-solving ability
• Ability to lead complex projects and clients
• 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 independently
• Motivated and goal-oriented
• Comfortable in engaging on manager / director / executive levels with clients
• Familiar with project management principles
• Bachelor's degree or higher
• Ability to handle multiple clients, clients with high volume of revenue and/or top-level strategic clients independently
• Excellent written and verbal English communication skills
• Able to work in a fast paced time sensitive environment

Physical Effort

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Below is a nonexclusive list and may be updated at any time.

• Occasionally ascends or descends ladders, stairs, scaffolding, ramps, and poles.
• Constantly remains in a stationary position, standing or sitting.
• Occasionally moves about accomplishing tasks or travel.
• Occasionally adjusts or moves objects up to 20 pounds.
• Constantly performs repeating motions involving wrists, hands, and fingers.

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

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 CAECarrieres-

#LI-VM1

About CAE

At CAE, our mission is clear: to help make the world a safer place. For nearly 80 years, we've driven innovation in simulation, training, and mission readiness to support critical operations worldwide. By leveraging advanced technologies, we empower our customers to operate smarter, faster, and more sustainably. Join a purpose-driven organization where bold ideas are encouraged, collaboration drives progress, and your growth fuels our shared success.

Position Type Regular

Equal Opportunity Employer

CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, color, national origin, age, religion, sex, disability status, protected veteran status, or any other characteristic protected by federal, state or local laws. 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 CAECarrieres-

Data Privacy

Privacy Statement | CAE

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.