Starlink Enterprise Customer Success Lead
About the Role
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.
STARLINK ENTERPRISE CUSTOMER SUCCESS LEAD
Starlink, our revolutionary satellite constellation, is delivering low-latency broadband internet around the world. The Starlink Enterprise Customer Success team serves as the point of contact for Starlink’s growing base of enterprise customers from contract signature, through successful activation, ensuring all contract terms are fulfilled. Our ideal candidate is a self-starter that has a passion for making customers deliriously happy and connecting enterprises with Starlink.
RESPONSIBILITIES:
- Act as the primary point of contact for a portfolio of enterprise customers, owning the interface from contract signature onwards including onboarding, ongoing account management, and long-term retention/growth of the relationship and revenue.
- In particular, this role is focused on:
- Delivering impeccable customer service, including efficient acknowledgement and resolution of issues
- Building relationships to identify requirements and manage expectations
- Collecting, communicating and championing customer feedback internally to influence and steer programmatic and technical development required to maintain and grow our enterprise business
- Retaining and growing the value of assigned accounts in both hardware and service revenue
- Acting as an extreme owner of assigned accounts to realize forecasted revenue on or ahead of schedule, identifying and successfully communicating readiness levels, requirements, schedules and risks
- Identifying and leading implementation of process and system enhancements to improve handoffs and execution across various cross-functional teams, evolve the customer experience, or scale the business while balancing resources and headcount
BASIC QUALIFICATIONS:
- Bachelor's degree in engineering or business; OR high school diploma/equivalency certificate and 2+ years of professional experience
- 2+ years of consulting or project management experience
- 1+ year experience in a customer-facing role
PREFERRED SKILLS AND EXPERIENCE:
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