Customer Experience Specialist

Cleo/Polara is a key player in commercial fleet electrification offering a dynamic and innovative working environment where the team actively contributes to the energy transition. At Polara, you’ll have the opportunity to take on exciting challenges, work on high-impact projects for various sectors such as public and industrial transport, and develop tailor‑made solutions for fleet electrification.

About Polara

Polara is part of the Girardin Group and specializes in infrastructure and software solutions for electric vehicle fleets. The company partners with fleet managers throughout their electrification journey—from infrastructure design to the dynamic management of daily charging operations. As an electrification expert, Polara delivers innovative and high‑performance charging solutions that enable clients to optimize their energy transition while creating new monetization opportunities. Its flagship products include the Cleo smart charging management platform, the CHRGPK power distribution unit, and the PRKOUT home charging solution.

Your Role

The Customer Experience Specialist acts as the bridge between the sales, account management, customer success, and Cleo technical teams. A true product and application expert, this person supports clients throughout the entire lifecycle of the Cleo SaaS application—from needs assessment to implementation and post‑sale follow‑up—to ensure satisfaction, loyalty, and account growth as well as improving the product and its features based on user needs.

Sales and Pre‑Sales Support

- Actively participate in client meetings alongside the sales team to validate technical feasibility and solution fit.

- Translate customer needs into concrete configurations, specifications, and product recommendations.

- Prepare technical documentation and product demonstrations to support commercial proposals.

- Contribute to training the sales team on new product features and applications.

Onboarding and Customer Success

- Coordinate the onboarding of new clients after the sale (commissioning, training, initial support).

- Act as the main point of contact during the initial product implementation phases.

- Identify opportunities for improvement, customization, and optimization of the customer experience.

Account Management and Post‑Sales Follow‑Up

- Participate in customer performance reviews (business reviews) to ensure satisfaction and identify emerging needs.

- Collaborate with the sales team to identify upselling and cross‑selling opportunities.

- Document client feedback and work with the product development team to influence future enhancements.

Product Expertise and Market Insight

- Maintain deep knowledge of product features, applications, and competitive advantages.

- Continuously monitor market trends, customer needs, and relevant innovations.

- Serve as an internal reference on technical and product application matters.

Ideal Profile

- Technical or engineering background combined with a solid understanding of commercial processes.

- Experience in technical support, account management, or B2B customer success.

- Strong ability to simplify technical concepts and build trust‑based client relationships.

- Analytical mindset, service orientation, and curiosity for products and their applications.

- Comfortable presenting and engaging with clients at all organizational levels.

- Hybrid position based at the company’s headquarters in Longueuil.

- Commitment to uphold and promote company values in all professional interactions.

Benefits program

At Polara, employee well‑being is a top priority. We offer a comprehensive and competitive benefits package that includes:

- Retirement savings plan with employer contribution

Polara is an equal opportunity employer and encourages applications from individuals of all races, religions, ethnicities, gender identities, sexual orientations, ages, immigration statuses, disabilities, and other characteristics protected by law.

Does this position interest you? Send us your resume.

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