Customer Success Manager

CAE • Irving, TX

7d

About The Position

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. In the role: 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.

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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees