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StandardAero · 22 hours ago

Customer Success Leader

San Antonio, TX

Full-time

Onsite

Mid, Senior Level

3+ years exp

StandardAero is an industry leader in MRO services and customized solutions in the aerospace field. As a Customer Success Leader, you will act as a liaison between various departments and the customer to maximize value and ensure a high-quality product/service delivery. This role involves managing customer relationships, coordinating MRO events, and ensuring financial accountability while driving continuous improvement.

Aerospace

Responsibilities

Acts as the primary channel throughout the customer journey once work is secured (e.g., customer onboarding, requirements gathering, reports, visits, customer updates, etc.)

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

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.)

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

Qualification

Customer Relationship ManagementTechnical Data ManagementFinancial AcumenERPCRM SystemsLeadership SkillsNegotiation SkillsCommunication SkillsProblem-Solving SkillsTeamwork SkillsOrganizational Skills

Required

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