CAE

Customer Success Manager

CAE - Posted 1 month ago
$77k-135k/year  + Equity
*high salary
*Based on 0 Customer Service Supervisor salary records

Full-time

Tokyo, Japan

Category
Customer Service
Experience
1 year
Company size
13k employees

Customer Service Supervisor Job description

The airline industry faces pressures like few others - already tight margins, innovative airlines are now having to reimagine their economics and intelligent technology is at the heart of this transformation. Within the Civil Flight Services division of CAE, we unleash insights for high-performance crews through powerful optimization and mobile automation software. We ensure 1.5 million flights a year (and growing). We have exciting plans for continuing growth and innovation.

CAE is a high-technology company, at the leading edge of digital immersion, providing solutions to make the world a safer place. Backed by a record of more than 70 years of industry firsts, we continue to reimagine the customer experience and revolutionize training and operational support solutions in civil aviation, defense and security, and healthcare. We are the partner of choice for customers worldwide who operate in complex, high-stakes and largely regulated environments, where successful outcomes are critical. Testament to our customers’ ongoing needs for our solutions, over 60 percent of CAE’s revenue is recurring in nature. We have the broadest global presence in our industry, with approximately 13,000 employees, 160 sites and training locations in over 35 countries.  

Our team in Japan are looking for a new Customer Success Manager (CSM) to manage the needs of a key client in the region. The CSM has a broad base understanding of the client environment.

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 the 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 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 proactive engagement and expert customer knowledge
  • Challenging the 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 client's environment.
  • Ensure that client issues are dealt with in an efficient manner, keeping both internal and external stakeholders informed about 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 the 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.

Working for CAE:

  • Flexible leave policy
  • Fully remote working
  • Generous maternity/paternity cover
  • Great team culture

More CAE jobs

Similar Customer Service Supervisor jobs

  • Minimum 18 months of Airline Experience Preferred
  • Strong leadership abilities
Posted 11 days ago
  • Minimum 18 months of Airline Experience Preferred
  • Strong leadership abilities
Posted 11 days ago

$49k-127k/year

  • Directly supervise and coordinate the activities of the Customer Service Representatives engaged in providing a variety of service requests and problem resolution.
  • Recommend resolution to customer problems and/or complaints.
Posted 1 month ago

$15-18/hour

  • Directly supervise and coordinate the activities of the Customer Service Representatives engaged in providing a variety of service requests and problem resolution.
  • Carry out supervisory responsibilities in accordance with Company policies and applicable laws.
Posted 1 month ago

$19/hour

  • Supervises and coordinates daily activities of employees to ensure safe and effective operations.
  • Monitors and enforces safe working habits in accordance with OSHA/TSA/DOT/FAA regulations, Unifi policies and safety procedures, and all applicable laws.
Posted 2 months ago