Customer Experience Specialist

About Calian

At Calian, we help organizations overcome obstacles, manage risks, and drive progress. Since 1982, we’ve grown from a small consulting firm into a trusted global company across defence, space, health, nuclear energy, public safety, and government.

We create innovative solutions that tackle complex challenges and help organizations and communities stay resilient, informed, and connected. If you’re driven by purpose and energized by solving real-world challenges, we want you on our team.

Job Type: Full Time

Position Overview

We are looking for a Customer Experience Specialist to enhance the post-sales experience across a portfolio of customers, supporting onboarding, retention, and long-term relationship growth. This role focuses on building strong customer relationships through ongoing engagement, proactive health monitoring, and delivering value-driven interactions. The position combines customer-facing technical support with the development of customer experience deliverables, including training, communications, and reporting, to support the full customer lifecycle.

Responsibilities

• Help drive enhanced customer experience outcomes and initiatives
• Cultivate strong relationships through regular communication with customer stakeholders and internal teams to ensure alignment
• Coordinate with Product Owners, Support, and Sales teams to develop and deliver training presentations, reports, communications, and marketing content
• Engage with customers to diagnose, troubleshoot, and resolve technical issues across software and hardware, including account setup, product installation, billing, and mobile application usage
• Maintain up-to-date knowledge of products, services, and support protocols while contributing to internal knowledge base documentation
• Evaluate customer service issues and provide analysis and reporting to identify opportunities for improvement
• Perform other related duties within the context of the role

Qualifications

• Minimum 3 years of experience in communications, marketing, sales, account management, or customer experience support within a SaaS or IT-related environment
• Strong collaboration skills with the ability to work across multiple teams in a deadline-driven environment
• Excellent verbal and written communication skills
• Self-motivated team player with the ability to adapt to changing priorities
• Project management capabilities
• Analytical and process-oriented mindset
• Ability to quickly learn technical products and apply knowledge to solve customer challenges
• Proficiency with IT tools including database systems and Microsoft Office
• Bachelor’s degree preferred

Additional Requirements

• Ability to work in a professional office environment using standard office equipment
• Capable of performing tasks involving sitting, standing, computer use, and light to moderate lifting
• Commitment to health, safety, and organizational policies and practices
• Must be eligible for government of Canada security clearances
• Must be able to work onsite at our Regina, SK office with some travel requirements.

Compensation

$55,000 to $75,000 per annum

Position Type

We have 1 available position.

At Calian, we do not use Artificial Intelligence (AI) to screen or evaluate candidates. AI tools may support backend administrative tasks, but they do not influence hiring decisions. All evaluations and decisions are made by real people on our recruitment team and hiring managers. All applicants are reviewed and only those chosen for an interview will be contacted by our recruiting team.

How we hire

• Our approach
• Experience and accommodations
• CV and cover letter tips
• Interview tips
• Our decision