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Customer Success Manager

Customer Success Manager

companyAir Canada
PublishedPublished: 3/21/2023
ExpiresExpires: 3/28/2023
Office, Operations
Not specified

Description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation. Description The Customer Success Manager will act as the primary interface between the customer and Cargo Commercial / Operational teams. The incumbent will support regional sales representatives in quoting Purchase Space Agreements (PSAs) and coordinating all aspects of the contracts’ process with customers, legal and other key stakeholders for dedicated flights. Additionally, they will work with the Manager, Customer Success to oversee the execution of PSAs, document any irregular operations and liaise with the customer to minimize disruptions.  Responsibilities include: 
  • Triage all incoming requests into a generic email for PSAs; prepare quotes for the regional sales managers or the customer directly, dependant on the customer segment. 
  • Liaise with multiple departments to secure aircraft scheduling, finalize PSAs and gather required documents for the customer. 
  • Engage Load Engineering, Cargo Network Control and other groups (as appropriate) to assess operational feasibility of any new commercial opportunities and relay information to the regional sales managers and regional operational teams. 
  • Document and update CRM module with opportunities and cases, as applicable. 
  • Liaise with Cargo Operations for the overall success of the PSA and engage the customer to understand operational requirements. 
  • Support other new commercial business initiatives by liaising with customers and supporting regional sales managers. 
  • Engage frontline staff in new business opportunities and handling requirements.   
  • Support other Customer Service functions as required (Customer Relations, Premium Accounts, Customer Service Centres and Postal Affairs). 
  • Organizational Alignment:
  • Reports to the General Manager, Customer Service
  • Enlist the support of regional sales, services resources and other sales & management resources as needed
  • Closely coordinates company executive involvement with customer management.
  • Works closely with Customer Service to ensure customer satisfaction & problem resolution.

Qualifications

  • University degree or relevant applicable work experience 
  • Knowledge and/or understanding of Salesforce (or a similar CRM application) is an asset. 
  • Commercial or Operational background is an asset. 
  • Must demonstrate significant problem-solving abilities. 
  • Strong interpersonal skills and customer focused. 
  • Solid communication skills both written and spoken. 
  • Demonstrated leadership qualities with an ability to influence and drive change.
  • Project Management Certificate (or equivalent) and credentials / accreditation in Quality Management (ASQ, CQMgr) or equivalent is an asset.
  • Minimum 3 years airline Operations experience, preferably in Cargo, Airports, or customer service.
Conditions of Employment:
  • Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates. 
Diversity and Inclusion Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success. As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted. 
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