customer support
Posted 1 weeks agoCustomer Success Lead
at CAE
On-site
Responsibilities
- Build and maintain trusted relationships with customer stakeholders at operational, technical, and leadership levels.
- Lead regular customer engagements, including monthly touchpoints and periodic business reviews.
- 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.
- 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.
- Gather and translate application, integration, and workflow requirements, including integrations with other CAE systems.
- Coordinate cross‑functional response during escalations to ensure timely resolution.
- Track actions, dependencies, and outcomes related to escalated issues.
- 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.
- 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.
- Track commitments, follow‑ups, customer dependencies, and key outcomes.
- Record meeting minutes and action items and ensure appropriate follow‑through.
- Perform other related duties as required. Minimum
Requirements
- Experience in Customer Success, Account Management, or Customer
- Experience within a B2B SaaS, technology, or professional services environment.