About This Role
- Meaningful work that drives professional development.
- Opportunities to grow within the technology industry.
- Collaborative work environment.
- High-performance team culture.
Key Responsibilities:
- Develop and communicate a clear vision and strategic plan for the CSM team in the Americas, aligning with CAE's goals and mission.
- Establish performance metrics and goals for the CSM team to ensure alignment with business objectives and customer success.
- Recruit, train, and mentor CSM team members, fostering continuous improvement and professional development.
- Conduct regular performance reviews and provide constructive feedback to ensure high performance and engagement.
- Foster strong relationships with key customers to drive satisfaction, loyalty, and long-term partnerships.
- Act as the primary advocate for customers, ensuring their needs and feedback are addressed effectively.
- Communicate regularly with senior leadership and stakeholders to provide updates on CSM activities and customer insights.
- Oversee customer governance, ensuring visibility and effective solutions to critical issues.
- Utilize data and analytics to monitor customer success metrics, identify trends, and make informed decisions.
- Identify and implement process improvements to enhance the CSM team's efficiency and effectiveness.
- Design and implement customer success programs to drive product adoption, satisfaction, retention, and business growth.
Additional Responsibilities:
- Ensure consistent documentation and standardization within timelines.
- Conduct regular customer checkpoint meetings and operational discussions to address concerns and exchange information at managerial and executive levels.
- Consistently use and update CSM tools, dashboards, process flow diagrams, surveys, and scorecards.
- Work closely with project delivery leaders to identify and understand deployment risks, activities, opportunities, or deviations.
- Establish effective communication channels with clients and peers.
- Participate in sales enablement training and solution overviews to enhance product knowledge and understand solution roadmaps.
Job Requirements:
- 6+ years of airline/aviation experience.
- Strong leadership and analytical skills.
- High organizational mindset and structure.
- Independent initiative and teamwork capability.
- Intellectual curiosity and knowledge expansion.
- Ability to plan and carry out responsibilities with minimal direction.
- Motivated and goal-oriented.
- Comfortable engaging with senior and top management.
- Familiar with project management principles.
- Bachelor's degree or higher.
- Excellent written and verbal communication skills.
Equal Opportunity Employer
CAE
