Job Information
CAE USA INC Customer Experience Lead in Montreal (St. Laurent), Canada
About This Role
Are you fascinated with pilot training and how CAE’s training devices are used to make air travel safer? Are you interested to know more about our customers? As a Customer Experience Lead, you will have the opportunity to be at the fore front of executing CAE’s vision to be the training partner of choice, to build long lasting relationships with our customers. We are looking for relationships builders, brand champions and candidates ready to take on their customers needs and represent them within the organisation.
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
Our ideal candidate has:
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 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.
If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at rh-hr@cae.com .
