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Customer Engagement Manager

3 months ago

Montreal, Quebec, Canada CAE Inc Full time

Locations: Various international locations.

Time Type: Full time

About This Role

Customer Experience Lead

Job Overview:

Are you intrigued by the world of aviation training and the role of CAE's training solutions in enhancing air travel safety? Do you excel in a vibrant, fast-paced setting? Are you eager to deepen your understanding of our clientele? As a Customer Experience Lead, you will play a pivotal role in realizing CAE's mission to be the preferred training partner, fostering enduring connections with our clients. We seek individuals who are adept at building relationships, championing our brand, and proactively addressing customer needs while representing their interests within our organization.

Your Responsibilities

  • Enhance customer loyalty by cultivating and maintaining long-term relationships with key decision-makers in your assigned accounts.
  • Formulate and implement strategic action plans to deliver an exceptional customer experience for these decision-makers.
  • Proactively escalate issues to ensure timely resolution on behalf of your clients.
  • Oversee and communicate customer priorities and requirements for all post-project activities.
  • Take initiative in defining priorities and delivering a resolution plan that surpasses customer expectations.
  • Lead governance presentations to accurately assess situations and devise corresponding action plans.
  • Engage with stakeholders during critical simulator failures.
  • Thrive in unpredictable and high-pressure environments while maintaining focus on key priorities.
  • Identify and pursue business opportunities for CAE, acting as a promoter for the company.
  • Actively engage in various continuous improvement initiatives.
  • Serve as the primary point of contact for your clients in all circumstances.

Your Qualifications

  • A minimum of five (5) years of experience in a customer-facing role within the aviation sector.
  • Relevant training and experience will be considered.
  • Exceptional communication and interpersonal skills.
  • Bilingual proficiency in French and English.
  • Knowledge of Mandarin or other Asian languages is advantageous.
  • Cultural awareness and comfort navigating Asian cultural norms.
  • Ability to influence leadership and foster teamwork.
  • Strong skills in preparing both oral and written communications.
  • Highly organized and proactive.
  • Capable of leading critical situations on behalf of your clients.
  • Excellent problem-solving and negotiation abilities.
  • Experience in a complex product environment.
  • Flexibility in daily scheduling to accommodate client availability.
  • Willingness to travel multiple times a year for approximately two weeks at a time.
  • Location can be either in Montreal or in Asia.

What CAE Offers You:

  • A dynamic and innovative environment conducive to personal and professional growth.
  • A flexible work schedule and remote work options.
  • A customizable vacation program tailored to your needs.
  • A comprehensive physical well-being program.
  • A supplementary parental leave compensation initiative.
  • Numerous opportunities for travel to customer sites across the globe.
  • A flexible collective insurance program that allows you to tailor your coverage.
  • A defined benefits pension plan along with a group RRSP.
  • An employee stock purchase plan with employer contributions.
  • Free parking and a public transport fare subsidy.
  • A period of paid leave during the holiday season.
  • Access to a telemedicine application, employee and family assistance programs, and various resource groups.
  • The chance to work on diverse projects within a multidisciplinary team.
  • A stimulating career path with opportunities for internal mobility.
  • Recently renovated open office spaces that enhance collaboration and ergonomics.
  • A cafeteria and cafés offering a wide selection of quality meals.

Be part of a vision where passion drives success. Share your enthusiasm with us.

Equal Opportunity Employer

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

If you feel you do not meet every job requirement listed, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success.

About Us

At CAE, we empower individuals in critical roles with the expertise and solutions necessary to create a safer world. As a technology company, we digitalize the physical world, providing simulation training and critical operations support solutions. Our commitment is to empower pilots, airlines, defense and security forces, and healthcare practitioners to perform at their best every day, especially when it matters most. With over 13,000 employees across more than 200 sites in over 40 countries, CAE represents 75 years of industry-leading innovations. We are dedicated to developing the next generation of cutting-edge, digitally immersive training and critical operations solutions while prioritizing positive environmental, social, and governance (ESG) impacts.