Role and Responsibilities
Senior Manager, Customer Success – APAC
Reporting to the Director, Product Delivery and Customer Services – APAC – Civil Aviation, the Senior Manager, Customer Success APAC will be responsible for elevating customer satisfaction and generating customer loyalty. The position holder will be responsible for a portfolio of approximately 130 customer accounts and will provide inputs in strategic planning and improvement of business processes.
Responsibilities
- Responsible for customer satisfaction level and customer loyalty
- Ensure there is an account strategy developed, refined, and maintained for each of the customer accounts.
- Build and deliver action plans related to customer satisfaction improvement.
- Support sales team activities and ensure communications with Aftermarket Business teams, Sales & Ops teams, Product Management teams and Regional Program Managers.
- Responsible for special action plans related to customer escalation or special projects related to customer satisfaction.
- Develop and secure long-term relationships with customers by:
- Meeting customers during their in-house visits
- Regular teleconferences at the management level with key customer accounts
- Participation in customer conferences and meetings (e.g. FSEMC, CABs, etc.)
- Participation in review meetings at customer sites
- Display client-centricity in each interaction with the customer and ensure the same focus is relayed throughout CAE’s organization.
- Manage and lead customer service processes.
- Achieve defined customer satisfaction goals for the global APAC portfolio.
- Develops and maintains solid relationships with key internal and external stakeholders to ensure current and future support, service and programs are aligned with market needs.
- Manage the Global warranty reserve management (shared accountability with other Support Leaders)
- Proactively escalate to get issue resolution on behalf of the customers.
- Develop solutions to various issues and conflicts arising during in-service of the regional install base in collaboration with clients, subcontractors, and internal staff.
- Supervise the work of a team of Customer Experience Leads, Customer Account Leads and Regional planners for the overall achievement of objectives.
- Supervise and mentor the team members, providing guidance and support to ensure their professional growth and development.
- Conduct performance evaluations, provide constructive feedback, and identify training needs to optimize team performance and productivity.
- Evaluate workload requirements and conduct hiring activities.
- Responsible for development plan and training plans for his/her team
- Collaborate with the Training Product team, the Aftermarket team and Sales to identify upselling opportunities to drive growth and renewals in services, including Digital services.
- Accountable for the departmental budget
- The position holder makes decisions and recommendations in accordance with company policies.
- The position holder works under administrative direction; work is reviewed based on the achievement of business objectives, professional judgment, and acceptance of management.
Requirements
- University degree in engineering, management, business, or equivalent, with at least 8 years of experience in a related field, or any equivalent combination of education and experience.
- Ability to establish and maintain excellent relationships with key stakeholders and clients.
- Strong customer mindset
- Strong leadership skills and ability to lead change.
- Strong collaboration, communication, and negotiation skills, both internally and externally.
- Proven leader who mobilizes employees and fosters teamwork while achieving key objectives.
- Ability to work in a very fast-paced and dynamic environment with constant changes.
- Ability to work under pressure within tight deadlines and competing priorities.
- The work includes interruptions that may occur at any time. These interruptions may be unpredictable, imposed, or controlled by others.
- The position holder must be available for business travel for 3 to 4 weeks, and less than 2 weeks on short notice.
- The position holder must be available and flexible to manage their schedule according to the needs of the customers in the region.
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Position Type
Regular
CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.
Equal Employment Opportunity
At CAE, everyone is welcome to contribute to our success. With no exception.
As captured in our overarching value “One CAE”, we’re proud to work as one passionate, boundaryless and inclusive team.
At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age.
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