Customer Success Manager

The CSM has a broad base understanding of the client environment specifically around AirCentre assets competitor products or solutions created by the client themselves.

The CSM will also navigate across the CAE and AirCentre organization as well as the client organization to facilitate faster issue resolution times and increase customer satisfaction.

The CSM will support our customers in realizing maximum possible value from their purchased products and services by:

• Understanding the customers business and their products/services landscape and acting as the customers 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 organizations capabilities

• Driving down escalation rates through pro-active engagement and expert customer knowledge

• Challenging status quo to achieve customer success

Other Responsibilities:

• Navigate across CAE/AirCentre 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.

• 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 discussions to address customer concerns and exchange information both on managerial and executive level ensuring our messaging is consistent within the customers 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.

At CAE our mission is clear: to help make the world a safer place. For nearly 80 years weve 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.

CAE is committed to providing equal opportunities to all applicants regardless of race nationality color religion sex gender identity or expression sexual orientation disability neurodiversity veteran status age or other characteristics protected by law. We encourage applicants who may not meet every qualification to apply. Reasonable accommodations are availablecontact your recruiter or email if needed.

Privacy Statement CAE

As part of our process we may use AIsupported tools to help review applications with human decisionmaking at every step. CAE thanks all applicants for their interest. However only those whose background and experience match the requirements of the role will be contacted.