CAE Inc

Customer Experience Lead, EMEAI

CAE Inc • $75K — $95K *
Montreal, QC H1A 0A1In-Person
Aerospace & Defense
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Approximately 5 years of experience in a customer interaction role
  • Bilingualism (French and English)
  • Strong oral and written communication skills
  • Ability to lead critical situations and be influential
  • Experience in a complex products environment
  • Willingness to travel internationally for approximately two weeks per year

Responsibilities

  • Develop and secure long-term relationships with decision makers
  • Drive action plans to enhance customer experience
  • Proactively escalate issues for resolution
  • Communicate customer priorities and post-RFT needs internally
  • Define portfolio priorities and deliver on service level agreements
  • Lead presentations to identify situations and action plans
  • Serve as focal point for customers during critical simulator failures

Benefits

  • Group Insurance
  • Telemedicine Employee and Family Assistance Program
  • Employee Stock Purchase Plan
  • Group RRSP
  • CAE Pension Plan/Defined Benefit Plan
  • Sabbatical Leave
  • Flex Time
  • Enhanced Parental Leave
Full Job Description
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, Africa, 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.

Description
  • 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
  • Responsible and accountable for internal communication of customer priorities and the needs for all post-RFT items
  • 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 plan
  • 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
  • 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 Qualifications
  • Approximately 5 years of experience in a customer interaction role
  • Bilingualism (French and English)
  • Strong ability to prepare oral and written communications
  • Lead critical situations on behalf of your customer. Ability to play an influential role
  • Experience working in a complex products environment
  • Ability to travel, once or twice per year for a duration of approximately two weeks at a time: Europe, the Middle East, Africa, and/or India


Preferred Qualifications
  • Experience in the aviation domain
  • Results-oriented & Customer focused
  • Knowledge of other languages and be culturally aware
  • Influence leadership skills and team spirit
  • General technical knowledge about flight simulator and aircraft


Benefits
  • Group Insurance
  • Telemedicine Employee and Family Assistance Program
  • Employee Stock Purchase Plan
  • Group RRSP
  • CAE Pension Plan/Defined Benefit Plan
  • Sabbatical Leave
  • Flex Time
  • Enhanced Parental Leave


#LI-IT1

Position Type
Regular

About CAE Inc

CAE Inc. is a Canadian manufacturer of simulation technologies, modelling technologies and training services to airlines, aircraft manufacturers, healthcare specialists, and defense customers. CAE was founded in 1947, and has manufacturing operations and training facilities in 35 countries. CAE's Defense and Security business unit focuses on training solutions for defense forces across the world. CAE's Civil Aviation Training Solutions business unit provides training solutions for civil aviation organizations worldwide, including airlines, aircraft manufacturers, training centers, and aircraft maintenance, repair and overhaul organizations. CAE's Healthcare business unit designs and manufactures simulators and offers audiovisual and simulation center management services for medical schools, nursing schools, hospitals, defense forces, and other medical organizations. CAE is headquartered in Saint-Laurent, Quebec.
Learn more about CAE Inc
Size
13,000 employees
Market Cap
$6 billion
Industry
Aerospace & Defense
Founded
1947
5 Year Trend
+4.5%
NASDAQ
CAE
* Ladders Estimates

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