Customer Experience Lead

2 days ago

SaintLaurent, Canada CAE Inc. Full time

About This Role

As a Customer Experience Lead you are the link between CAE customers in Europe, the Middle East and/or India and the technical support department. You ensure our customers are serviced by analyzing their needs and providing them the best solution possible. If you are both passionate about relationship management and aviation, this role will be a perfect fit.

The role we are offering you:

- Develop and secure, key long term relationships with decision makers in your customer portfolio.
- Develop and drive action plans to amaze those decision makers customer experience.
- 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 meets the Service Level Agreement
- 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
- Minimum of eight (8) years of experience in a customer interaction role, in the aviation domain
- Bilingualism (French and English)
- Knowledge of other languages and be culturally aware
- Influence leadership skills and team spirit.
- Strong ability to prepare oral and written communications
- Results-oriented & Customer focused
- Lead critical situations on behalf of your customer.
- Ability to play an influential role
- General technical knowledge about flight simulator and aircraft, an asset.
- Experience working in an complex products environment.
- Ability to travel, once or twice per year for a duration of approximately two weeks at a time.

CAE offers:

- Benefits: fully flexible for you to choose what is important
- Retirement: Defined Benefits Retirement Plan & Group Registered Retirement Savings Plan (RRSP)
- Financial Perks: Employee Stock Purchase Plan & numerous corporate discounts
- Personal and Family Programs: Physical Wellness Plan & Supplementary Maternity Plan
- Work-Life Balance: Flextime & California Fridays all year
- Fun at work: social and community events all-year round

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 providing equal employment opportunities to all applicants and employees without regard to race, nationality, colour, religion, sex, gender indentity and expression, sexual orientation, disability, neurodiversity, veteran status, age, or other characteristics protected by local laws._

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