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 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 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 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.
About CAEAt CAE, our mission is clear: to help make the world a safer place. For nearly 80 years, we’ve 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 RegularEqual Opportunity & Accommodations
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 available—contact your recruiter or email [email protected] if needed.
Data PrivacyPrivacy Statement | CAE
As part of our process, we may use AI‑supported tools to help review applications, with human decision‑making 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.
Skills Required
- Understanding of AirCentre assets and competitor products
- Ability to navigate and liaise across CAE/AirCentre and client organizations
- Experience using CSM tools, dashboards, process flow diagrams, surveys, and scorecards
- Strong stakeholder management and communication skills at managerial and executive levels
- Experience facilitating issue resolution, incident communication, and troubleshooting support
- Ability to run regular customer checkpoint meetings and operational discussions
- Willingness to participate in sales enablement training and solution/product overview sessions
- Capability to identify process improvements and design solutions to support client needs
What We Do
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 75 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 to 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, 180 sites and training locations in over 35 countries
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