Enterprise Customer Success Manager

ENTERPRISE CUSTOMER SUCCESS MANAGER

Starlink, our revolutionary satellite constellation, is delivering low-latency broadband internet around the world. The Starlink Enterprise Account Management team serves as the point of contact for Starlink’s growing aviation customers from contract signature through successful activation, ensuring all contract terms are fulfilled.  

This is an individual contributor role that will manage large, complex aviation agreements. Our ideal candidate is a self-starter who has a passion for making customers deliriously happy, blazing new trails for Starlink enterprise customers, and realizing/growing revenue. 

RESPONSIBILITIES:

• Be the primary point of contact for assigned customers or verticals, to resolve issues, negotiate requirements, coordinate technical and contractual changes, and maintain positive relationships
• As an extreme owner of assigned accounts, identify and successfully communicate readiness levels, requirements, schedules, and risks to realize forecasted revenue on or ahead of schedule
• Utilize technical expertise and industry knowledge to guide customers in achieving high levels of performance in the operation and maintenance of the Starlink system by monitoring, investigating performance, developing, and implementing corrective actions
• Serve as a customer advocate; maintain a positive attitude in a crisis environment, and must have the ability to work independently with minimal direction
• Helps implement airline and aircraft entry into service and growth plans.  Providing training and guidance on issues related to operations, sales, installations, maintenance, reporting, and reliability
• Identify, design, and lead implementation of system enhancements and automations to improve the internal and external systems and process interfaces
• Represent Starlink throughout the assigned region by traveling to our partners' offices, regional conferences, and events as required
• Support and develop a proposal to align new efforts with long-term strategic vision and engineering objectives, and to ensure contract requirements are executable

BASIC QUALIFICATIONS:

• Bachelor's degree OR high school diploma/equivalency certificate and 6+ years of professional of account management or sales experience
• 6+ years of professional experience in account management or sales
• 6+ years working with customers to support a technical product or service 

PREFERRED SKILLS AND EXPERIENCE:

• Ability to interact with all levels on technical and account management issues
• Significant knowledge or experience in commercial and/or business aviation, satellite communications, and program or account management
• Experience working with the FAA, EASA, or other aerospace regulatory bodies
• Experience managing multiple complex projects and delivering under tight deadlines and resource constraints
• Experience building long-term and successful customer relationships demonstrating empathy, active listening, and resiliency skills
• Ability to synthesize multiple unique requirements and suggest smart solutions, products, or features
• Track record of demonstrating sound business judgment, evaluating alternatives, and making recommendations that were adopted and ultimately successful
• Excellent written and verbal communication skills, including the ability to craft and present professional presentations at all levels
• Ability to manage execution of significant or complex contracts, including initial intake, renegotiation of terms, and schedules.  Especially after a contract is signed 

ADDITIONAL REQUIREMENTS:

• Must be available to work extended hours and/or weekends as needed to support critical milestones or operations shifts
• Must be willing to travel to other SpaceX offices and customer locations as needed (up to 40%)

COMPENSATION AND BENEFITS:
Pay Range:
Level 3: $115,000.00 - $155,000.00

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 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 accrue paid sick leave pursuant to Company policy which satisfies or exceeds the accrual, carryover, and use requirements of the law.