Customer Experience Lead

**About This Role** **Customer Experience Lead** **Job Summary**: **Your challenges** - Drive customer loyalty by developing and securing long-term relationships with decision-makers in your account portfolio. - Develop and drive action plans to build an amazing customer experience for those decision makers. - Proactively escalate to get issue resolution on behalf your customers. - Be responsible and accountable for internal communication of customer priorities and the needs for all post-RFT items. - Be proactive and responsible to define portfolio’s priorities and delivery of an issue resolution plan that exceeds customer expectations. - Lead governance presentations to accurately identify situations and related action plans. - Communicate with stakeholders during the management of a critical failure of a simulator (AOG). - Adapt well to an unpredictable/high pressure environment and be able to remain focused on priorities. - General technical knowledge about flight simulator and aircraft, an asset. - Identify business opportunities for CAE and be a Promoter for CAE. - Actively participate in various continuous improvement activities. - Remain the focal point for your customers in all situations. **Your strengths** - Minimum of five (5) years of experience in a customer interaction role, in the aviation domain. - Any combination of relevant training and experience will be considered. - Strong communication and interpersonal skills. - Bilingualism (French and English). - Knowledge of Mandarin or other Asian languages is an asset. - Be culturally aware and comfortable navigating Asian cultural norms. - Influence leadership skills and team spirit. - Strong ability to prepare oral and written communications. - Results-oriented & Customer focused. - Organized and pro-active. - Lead critical situations on behalf of your customer. - Excellent problem-solving and negotiation skills. - Ability to play an influential role. - General technical knowledge about flight simulator and aircraft, an asset. - Experience working in a complex products environment. - Flexible daily schedule to adjust to customers' availabilities. - Ability to travel multiple times per year for a duration of approximately two weeks at a time. **CAE will offer you**: - A dynamic and innovative environment in which to grow. - A flexible work schedule and work from home policy. - A flexible vacation program tailored by you and for you. - A physical well-being program. - A supplementary parental leave compensation program. - Multiple opportunities to travel at our customers sites (50+ countries). - A flex collective insurance program allowing you to tailor your coverage to your needs. - A defined benefits pension plan and a group RRSP. - An employee stock purchase plan with contribution from the employer. - Free parking and a public transport fare subsidy program. - A period of paid leave during the Holiday season. - The opportunity to work on a variety of projects within a multidisciplinary team. - A stimulating career path and internal mobility. - Recently renovated open spaces offices, facilitating collaboration, and improving ergonomics. - A cafeteria and cafés offering a wide variety of quality meals. Be part of the Vision Nothing great in the world has ever been accomplished without passion Come, share your passion__ LI-CG1 **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.