Customer Success Director

4 weeks ago

Dallas, Texas, United States CAE Full time

About This Role

About This Role

The Customer Success Director plays a pivotal role in shaping the strategic direction for managing the interface between Customers, Operations, and Sales for all training events across the Americas. This position oversees the Account Executive (AE) team, which serves as the primary point of contact for both existing and newly onboarded customers. The AE team includes Account Executive Managers, Group Leaders, Sales Specialists, and Sales Receptionists, spread across various locations in North and South America. This role is crucial in achieving territory revenue goals and ensuring high customer retention.

The Customer Success Director is responsible for implementing process improvements related to customer booking policies and advocating for the best possible training experience while optimizing revenue impact. Strong communication skills and a deep understanding of CAE's business aviation training sector are essential.

Key Responsibilities:

  • Lead and develop the team of Account Executive Managers, Group Leads, Sales Specialists, and Sales Receptionists.
  • Build and sustain a talent pipeline within the organization.
  • Align the team to standardize and support all Americas Sales Leaders and their respective teams.
  • Surpass customer retention and territory revenue targets.
  • Collaborate with the Customer Excellence team to deliver weekly, monthly, and quarterly sales metrics and forecasts.
  • Create and execute action plans to achieve key objectives and set agile goals.
  • Partner with Americas Sales Leaders to design and implement system and process enhancements, supporting global sales processes and managing team change.
  • Lead training efforts to ensure team proficiency in systems and processes.
  • Ensure accurate and prompt booking entries.
  • Continuously analyze team size and territory allocation for AEs.
  • Contribute to the design and execution of team incentive plans.
  • Assist in developing the annual revenue budget and allocate resources among regions and territories.
  • Foster a customer service culture, addressing customer needs and concerns efficiently.
  • Collaborate with operations and sales specialists to manage program openings, create off-cycle courses, handle waitlists, and maintain temporary reservations.
  • Ensure the team is well-versed in current product knowledge.
  • Support customer accounts receivable collection in partnership with finance.
  • Share best practices with European and Asian counterparts.
  • Maintain and grow internal and external relationships proactively.
  • Undertake other projects and responsibilities as assigned.

Work Experience and Education:

  • Proven experience in people leadership with a strong sales background.
  • Analytical and results-driven with a customer-centric mindset.
  • Bachelor's degree or equivalent experience required; Master's degree is a plus.
  • Over 10 years of experience in aviation, preferably in the business aviation sector.
  • Strong interpersonal and communication skills with a solid grasp of negotiation and listening.
  • Experience managing remotely located and diverse teams.
  • Fluent in English; bilingual skills in Spanish, French, or Portuguese are advantageous.
  • Knowledge of Aviation Training Regulations is preferred.

Additional Information:

  • This role involves approximately 30% travel.
  • A US work permit is not offered for this position at this time.

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 Opportunity Employer

CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. As "One CAE," we take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.

If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at rh-

#LI-MS1

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 Opportunity Employer

CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. As "One CAE," we take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.

If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at rh-

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