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 customers business and their products/services landscape and acting as the customers 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 organizations 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 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.

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

• Bachelors 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:

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 dont 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

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About CAE

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.

Position Type

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 CAE everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment you need assistance to submit your application because of incompatible assistive technology or a disability please contact us at .

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