What are the responsibilities and job description for the Customer Success Leader position at Standard Aero?
Build an Aviation Career You're Proud Of
At StandardAero, 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.
What You'll do:
Customer Relationship Management
- 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 StandardAero's overall service offering
Account and MRO Event Management
- 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 SalesForce.com (SFDC) database, etc.)
Financial Accountability
- 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
Technical Data Management & Knowledge
- 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
General
- 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
What skills you'll use:
Required Qualifications:
Leadership & Interpersonal Skills
- 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
Technical & Business Acumen
- 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.
Preferred Qualifications:
- Post-secondary degree or diploma in business, engineering preferred; or equivalent combination of experience and education.
- 3 to 5 years' experience in customer facing or commercial role preferred
- Experience in aviation or aviation maintenance (aircraft, engines, components, etc.) environment preferred
Benefits that make life better:
- Comprehensive Healthcare
- 401(k) with 100% company match; up to 5% vested
- Paid Time Off starting on day one
- Bonus opportunities
- Health- & Dependent Care Flexible Spending Accounts
- Short- & Long-Term Disability
- Life & AD&D Insurance
- Learning & Training opportunities
Raising the Standard of Excellence since 1911
With over a century of proven excellence, StandardAero has become an industry leader in MRO services and customized solutions in the aerospace field. Our shared values and learning-based culture inspire our team to exceed their potential and power our customers' missions worldwide. With on-the-job training, advancement opportunities, and excellent benefits, StandardAero invites you to experience a fulfilling and meaningful career with us.
Inclusivity Is Our Standard
StandardAero offers equal employment opportunities for all. Our supportive environment celebrates diversity with no room for harassment or discrimination of any kind. We invite you to bring your authentic self to our team and experience our welcoming culture.
StandardAero is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, transgender status, genetic information, status as a protected veteran, and basis of disability status or any other federal, state or local protected class.