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About the role
Key responsibilities & impact- Act as the first point of contact for customers for ongoing business, operational, and application-related needs.
- Build and maintain trusted relationships with customer stakeholders at operational, technical, and leadership levels.
- Understand customer objectives, success criteria, and operational context.
- Lead regular customer engagements, including monthly touchpoints and periodic business reviews.
- Own customer health, satisfaction, and retention outcomes for assigned accounts.
- Monitor usage, adoption, and engagement trends to ensure sustained value realization.
- Proactively identify adoption risks and coordinate mitigation plans with internal teams.
- Support renewals by ensuring strong relationships, active usage, and customer satisfaction.
- Lead or contribute to new customer implementations, including ownership of smaller‑scale implementations.
- Manage implementation activities by adhering to agreed timelines and ensuring successful customer adoption.
- Coordinate deployment, integration, and configuration of Pelesys products with CAE internal teams.
- Support customers with data migration and system migration activities.
- Support customer training to ensure successful onboarding and ongoing product usage.
- Provide customers with system and application roadmaps, aligning product capabilities with customer needs.
- Gather and translate application, integration, and workflow requirements, including integrations with other CAE systems.
- Serve as the voice of the customer to Product, Engineering, Support, and Professional Services teams.
- Communicate product updates, enhancements, and platform changes clearly to customers.
- Own the escalation of high‑impact and critical issues, in addition to standard ticket management (e.g., Jira).
- Coordinate cross‑functional response during escalations to ensure timely resolution.
- Track actions, dependencies, and outcomes related to escalated issues.
- Support contract requirements, including understanding commercial terms and operational implications.
- Prepare and support Pay‑per‑Use invoicing in collaboration with Finance and internal stakeholders.
- Identify potential upsell and expansion opportunities based on customer maturity and usage.
- Partner with Business Development and Sales teams by providing customer context and success insights.
- Lead or coordinate training initiatives to improve adoption and customer proficiency.
- Conduct discovery sessions to identify optimal solutions, workflows, and configurations.
- Deliver product demonstrations and capability presentations (or demonstrate aptitude to become proficient).
- Support customer engagement activities such as user groups, beta programs, advisory boards, trade shows, and conferences.
- Maintain accurate customer documentation, risks, action plans, and engagement records in CRM and internal systems.
- Track commitments, follow‑ups, customer dependencies, and key outcomes.
- Record meeting minutes and action items and ensure appropriate follow‑through.
- Contribute to customer success playbooks, standards, and continuous improvement initiatives.
- Perform other related duties as required.
Requirements
What you’ll need- Experience in Customer Success, Account Management, or Customer Experience within a B2B SaaS, technology, or professional services environment.
- Proven ability to manage post‑implementation customer relationships and drive adoption.
- Strong stakeholder management and cross‑functional collaboration skills.
- Excellent written, verbal, and presentation skills, including engagement with senior stakeholders.
- Experience working with CRM systems and digital collaboration tools.
- Proficiency with MS Office suite.
- Strong customer‑centric mindset with a focus on outcomes, retention, and value realization.
- Experience in aviation training, regulated industries, or complex enterprise environments (preferred).
- Familiarity with Pelesys or similar training management systems (preferred).
- Bachelor’s degree in Business, Aviation, Technology, or a related field (preferred).
- Bilingual (French-English) (preferred).
Benefits
Comp & perks- Group Insurance
- Telemedicine
- Employee and Family Assistance Program
- Employee Stock Purchase Plan
- Group RRSP
- CAE Pension Plan/Defined Benefit Plan
- Sabbatical Leave
- Flex Time
- Enhanced Parental Leave
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessAccount ManagementCustomer ExperiencePost-implementation managementStakeholder managementCross-functional collaborationData migrationSystem migrationTraining management systemsB2B SaaS
Soft Skills
Customer-centric mindsetCommunication skillsPresentation skillsRelationship buildingProblem-solvingEngagement skillsCollaborationAdaptabilityProactive identification of risksContinuous improvement