Customer Success Manager- Flight Services

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 multidisciplinar