Customer Success Leader

Build an Aviation Career You’re Proud Of

At Standard Aero, we use our ingenuity and know-how to find solutions for the simple to the most complex challenges in aviation. Together, we get the job done and done well. Our stability, resources, and respectful culture supports you in building a solid career with a great team you can count on day in and day out for the long term.

As a
Customer Success Leader,you will act as a liaison between operations, engineering, materials, sales and the customer to define, create and maximize value for both the end customer and the business, while maintaining a high-quality product/service and delivery. You will also act as a coordinator and project manager for commercial activities related to the customer’s relationship, account and MRO event/transaction within the Business.

• Customer communication and managing customer expectations:
  Acts as the primary channel throughout the customer journey once work is secured (e.g., customer onboarding, requirements gathering, reports, visits, customer updates, etc.).
• Managing customer experience and satisfaction:
  Listening to and capturing customer’s feedback, ensuring a smooth customer experience, and uses this information to cultivate customer loyalty and improve Standard Aero’s overall service offering

• Coordinating supporting services required for the engine MRO event if needed (e.g., logistics, rentals, field service work, component repairs, consignment inventory, etc.)
• Coordinating commercial activities to ensure satisfactory execution of the MRO event (e.g. contract flow down, translating customer requirements, work scope definition, etc.)
• Coordinating and validating fulfillment of technical requirements regarding the MRO event (e.g., customer/commercial and airworthiness reports, technical documentation, etc.)
• Prepares and present customer estimates and invoices, managing customer expectations with respect to costs and resolving any issues as they arise
• Maintains data in the internal applications/ systems (e.g., ERP (SA Menu), Customer Relationship Management (CRM) or  (SFDC) database, etc.)

• Actively managing the costs and financial performance of the MRO event/ transaction as it flows through the shop, while maintaining accuracy and compliance
• Understands high-level business strategy and financial targets as it applies to the customer, working to find innovative solutions to meet or exceed them

• Understands technical data and their applicability to the transaction and customer (e.g., OEM documents/portals, Transport Authority regulations, internal quality documents, etc.)
• Understands the LEAP Engine OEM and customer-specific maintenance requirements

• Responsible for observing and reporting any issues or concerns in support of the company-wide quality, environmental and Safety Management System [SMS] policies.
• Measures relevant KPIs, and drives continuous improvement
• Carries out additional projects as assigned

• Demonstrated experience in customer facing roles and/or managing multiple stakeholders with complex, potentially conflicting requirements and interests.
• Demonstrated experience and proficiency with negotiation, influencing others, conflict resolution and customer service.
• Strong communication skills, both written and oral
• Strong planning, organizational, analytical, decision making and problem-solving skills
• Strong interpersonal and teamwork skills – demonstrates patience, tact and empathy when working with others; values participation and feedback; uses collaborative approach
• Demonstrates proactiveness, self-motivated and desire for life-long learning

• Experience working with technical data from OEMs and Transport Authorities.
• Financial acumen with proficiency in use of Microsoft Excel.
• Experience in using ERP and CRM systems.

• Post-secondary degree or diploma in business, engineering preferred; or equivalent combination of experience and education.
• 3 to 5+…