Customer Experience Lead

6 months ago

SaintLaurent, Canada CAE Full time

**Role and Responsibilities**

In the Customer Services organization, the Customer Experience Lead (CEL) establishes and maintains long-term relationship with CAE’s Defense & Security customers and regional partners worldwide. Through customer contact, the CEL identifies customer needs and business opportunities and works in collaboration with other Customer Services and CAE roles to ensure correct visibility, priority and action planning to maintain excellent responsiveness to address customer concerns and issues. The CEL remains current with all training system and other customer deliverables and projects, and ensures all work under warranties is being executed. The CEL performs all work within a CMMI compliant system.

You will have the opportunity to develop in a dynamic, innovative and multidisciplinary environment that encourages collaboration. We also provide break spaces, including a cafeteria and games area, flexible hours and the option of occasional telework. You will have the opportunity to travel internationally and meet and work with people from different cultures. Join our team and share your passion with us

**Customer experience and relationship building**
- Primary continuous customer entry point at CAE (aligned with Project Management and Business Development organizations).
- Responsible for customer satisfaction level in portfolio.
- Develops and secures long term relationships with customers in portfolio, by: Promotes CAE products and services in order to best serve the interests of the customers in their portfolio.
- Negotiates trade-off with customers when required.
- Ensures there is an account strategy developed, refined and maintained for each of the customers in their portfolio.
- Is accountable for delivery of all post-RFT products and services in their customer portfolio.

**Internal liaison with departments**
- Creates a successful working relationship with internal support departments.
- Responsible and accountable for clear and truthful internal communication of customer priorities and needs for all post-RFT items.
- Responsible to highlight areas of non-performance for internal groups.
- Responsible for priority setting and resolution plan alignment with portfolio customers’ priority.
- Proactively escalate issues to management/executive level to ensure customer priorities are addressed.

**Financial, Governance/Reporting/Other**
- Accountable for Warranty budget and schedule.
- Accountable for HOTCS handover and correction action plan should the HOTCS score not meet the required level.
- Responsible to highlight any safety related issues to the Safety Review board.
- Accountable to provide AOG management communications to required level (up to VP and President levels).
- Support customer facing activities (e.g. FSEMC, CAB, Conferences).

**Requirement**
- Bachelor with 5-8 years of experience.
- Experience with international business account.
- Experience with international client and client facing.
- Bilingual.
- Knowledge in Excel, Word, PPT and MS Products.
- 10% of traveling.

**Abilities**
- Leadership.
- Negotiation skills.
- Good communication.
- Able to work under pressure.
- Customer service oriented.

**About CAE**

CAE offers interesting, varied and stimulating career opportunities. Our many sectors and global locations provide a highly dynamic and stimulating environment rich in opportunities for our employees to express their creativity, learn and grow. Our innovative technologies and services, and the people who collaborate every day to deliver exceptional service to our customers, are at the heart of what makes our organization successful and a great place to work.

Here are the reasons why our people like working for CAE:

- Fulfilling work that drives professional development.
- Ability to enter and grow within the technology industry.
- Working in a collaborative environment.
- Being part of a team of specialists competing at the international level.

In addition to being a great place to work, CAE offers a comprehensive benefits package including:

- Flexible Group Insurance Plan.
- Defined Benefits Retirement Plan
- Employee Stock Purchase Plan
- Group Registered Retirement Savings Plan
- Physical Wellness Program
- Employee Assistance Plan
- Supplementary Maternity Benefits
- Flextime
- California Fridays all year

LI-MC1

**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 Employment Opportunity**

At CAE, everyone is welcome to contribute to our success. With no exception.

As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team.

At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age.

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