Sr. Manager, Enterprise Customer Success
Sr. Manager, Enterprise Customer Success
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible with the ultimate goal ofenabling human life on Mars.
SR MANAGER ENTERPRISE CUSTOMER SUCCESS (STARLINK)
Starlink our revolutionary satellite constellation will deliver low-latency broadband internet worldwide. As a member of the Starlink customer support team you will lead the team that interfaces directly with Starlink customers ensuring they have an exceptional overall experience.
This role is a key leadership position within the Starlink Customer Success organization with responsibility for Enterprise Customer Success. This role is responsible for creating and leading a world-class concierge support program for our Enterprise clients. This role emphasizes rapid issue resolution continuous improvement and strategic planning. This role leads the day-to-day Enterprise customer support operations while strategically looking around corners for future customer needs. The role focuses heavily on collaborating internally building the Enterprise Customer Success program and leading the support operations.
This role is located out of one of the three offices in Hawthorne CA Redmond WA or Bastrop TX and is responsible for the global Enterprise Customer Success team.
RESPONSIBILITIES:
- Strategy
- Understand the needs of the Enterprise business and develop strategy business metrics and goals to guide the organization in the direction required.
- Innovate and pave the way for future growth adapting the business to the ever-changing needs of the organization.
- Lead cost saving opportunities identifying internal/external cost reductions and optimization opportunities.
- Leadership
- Lead a multi-level organization consisting of both hourly and salary individuals: assess employee performance provide positive/constructive feedback facilitate conflict resolution and address repeat issues with corrective actions performance improvement plans or through disciplinary means.
- Lead by setting an example taking feedback from all levels of the organization.
- Foster an environment where change is embraced and ideas are respected supported vetted and ultimately implemented (if deemed appropriate).
- Actively monitor and grow the workforce ensuring team members are challenged and performing at the expected standards.
- Motivate the organization to achieve the highest level of results.
- Monitor and improve operations ensuring a safe work environment.
- Enterprise Customer Support
- Manage operations that provide industry leading levels of enterprise support.
- Be a subject matter expert in Enterprise customer support and build mechanisms and tools to create operational excellence for our customers.
- Recognize the needs of the business and adapt to support the mission.
- Develop and implement a high-touch personalized support program for enterprise customers.
- Operational Excellence
- Drive root cause analysis activities for enterprise products and services.
- Be the voice of the customer and drive continuous improvement initiatives to support their voice.
- Define key metrics to measure aviation customer satisfaction loyalty and advocacy.
- Regularly report on progress to senior management and stakeholders highlighting enterprise successes challenges and opportunities for improvement.
- Process Improvement
- Drive enterprise projects and changes that are needed to ensure the customer support organization can meet the goals of the Starlink enterprise customers.
- Continuously monitor enterprise industry trends and best practices to enhance customer experience.
- Collaborate
- Work with internal leaders and teams such as engineering reliability production finance design operations billing shipping communications account managers sales etc. to design and execute concierge programs for our enterprise customers.
- Partner and influence internal tooling development teams to identify capabilities that increase support associate performance and productivity.
- Mentorship
- Actively monitor and grow the workforce ensuring team members are challenged and performing at the expected standards.
- Work to develop methods to motivate team members to go above and beyond the status quo.
BASIC QUALIFICATIONS:
- Bachelors degree and 7 years of professional experience in customer operations customer support or customer service; or 10 years of professional experience in customer operations customer support or customer success in lieu of a degree.
- 5 years of professional experience in a supervisory or managerial role focused on customer operations customer support or Enterprise Customer Success.
PREFERRED SKILLS AND EXPERIENCE:
- 10 years of customer-experienced experience along with strong customer interaction skills (executive presence writing skills phone skills).
- 5 years of experience mentoring managing and scaling larger customer success teams.
- Experience leading an Enterprise Support or Success organization.
- Excellent communication and team-building skills.
- Experience in training learning and development analytics service design vendor management or content management role.
- Ability to work in a fast-paced/cross-functional environment.
- Organized and self-driven capable of working independently with little direction.
- Capable of adapting to abrupt changes in strategy.
- Lean/6-Sigma experience (Green/Black Belt certifications).
- Demonstrate innovative and futuristic thinking to drive continuous improvement.
- Strong attention to detail project management and organizational skills.
- Technical aptitude - experience with networking hardware troubleshooting software development etc.
- Solid financial literacy - you have fluency with an income statement and balance sheet.
- Written/verbal business fluency in a second language (in addition to English).
- Ability to communicate technical details to a non-technical audience. Ability to foster credibility with a technical audience.
- Ability to set and communicate expectations; skill in mediating and resolving problems within a team environment.
- The ability to build lasting relationships based on trust externally and internally to collaborate on customer concerns and resolutions.
ADDITIONAL REQUIREMENTS:
- Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines.
- Must be willing to work in an office located in either Hawthorne CA Redmond WA or Bastrop TX.
- Must be willing to travel to other Starlink sites approx. 20-25%.
COMPENSATION AND BENEFITS:
Pay range:
Sr. Manager: $135000.00 - $170000.00/per year
Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills education and experience.
Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for long-term incentives in the form of company stock stock options or long-term cash awards as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. You will also receive access to comprehensive medical vision and dental coverage access to a 401(k) retirement plan short and long-term disability insurance life insurance paid parental leave and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year. Employees in Washington State accrue paid sick time in compliance with state and federal law. Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday.
ITAR REQUIREMENTS:
- To conform to U.S. Government export regulations applicant must be a (i) U.S. citizen or national (ii) U.S. lawful permanent resident (aka green card holder) (iii) Refugee under 8 U.S.C. 1157 or (iv) Asylee under 8 U.S.C. 1158 or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit competence and qualifications and will not be influenced in any manner by race color religion gender national origin/ethnicity veteran status disability status age sexual orientation gender identity marital status mental or physical disability or any other legally protected status.
Applicants wishing to view a copy of SpaceXs Affirmative Action Plan for veterans and individuals with disabilities or applicants requiring reasonable accommodation to the application/interview process should reach out to.
Required Experience:
Manager
Employment Type
Full Time
