Manager, Enterprise Customer Support (Starlink)
Company: SpaceX
Location: Bastrop
Posted on: October 8, 2024
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 of
enabling human life on Mars.
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 white glove, concierge support program for 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 seeing
around the corners of future Enterprise customer needs. The role
focuses heavily on collaborating internally, building the
Enterprise Customer Success program, and leading the Enterprise
support operations.
This role is located out of the Bastrop facility and is responsible
for the global enterprise support teams located in Hawthorne, CA,
Redmond, WA and Bastrop, TX.
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 development 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.
- 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 products and
services.
- Be the voice of the customer, in the language of the
business.
- Define key metrics to measure customer satisfaction, loyalty,
and advocacy.
- Regularly report on progress to senior management and
stakeholders, highlighting successes, challenges, and opportunities
for improvement.
- Process Improvement
- Drive the projects and changes needed to ensure the customer
support organization can meet and enable the goals of the Starlink
enterprise customers.
- Continuously monitor industry trends and best practices to
enhance the 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 a white glove, concierge support program for enterprise
customers.
- Partner with 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:
- Bachelor's 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
customer success.
PREFERRED SKILLS AND EXPERIENCE:
- 10+ years of customer facing experience along with strong
customer interaction skills (executive presence, writing skills,
phone skills).
- 3+ years of experience mentoring, managing, and scaling larger
customer success teams.
- Excellent communication and team-building skills.
- Experience in a 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.
- Must be highly organized and able to prioritize and process
several tasks concurrently.
- 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 office.
- Travel required, approx. 20-25%.
COMPENSATION AND BENEFITS:
Pay range:
Manager, Customer Success: $130,000.00 - $180,000.00/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. Exempt employees are eligible for 5 days of
sick leave per year.
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 .
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 SpaceX's Affirmative Action
Plan for veterans and individuals with disabilities, or applicants
requiring reasonable accommodation to the application/interview
process should notify the Human Resources Department at (310)
363-6000.
Keywords: SpaceX, Round Rock , Manager, Enterprise Customer Support (Starlink), Executive , Bastrop, Texas
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