SpaceX

Starlink Enterprise Customer Success Lead

SpaceX • $110K — $130K *
Redmond, WA 98052In-Person
Telecommunications & Hardware
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in engineering or business, or high school diploma with 2+ years of professional experience
  • 2+ years of consulting or project management experience
  • 1+ year in a customer-facing role
  • Experience in Reseller, Maritime, Aviation, Mobile Backhaul, or Satellite Communications industries preferred
  • Technical knowledge of Starlink or telecommunications in key areas like satellites or user terminals

Responsibilities

  • Act as primary contact for enterprise customers from contract signing to ongoing management
  • Deliver excellent customer service by promptly acknowledging and solving issues
  • Build strong relationships to understand customer needs and manage expectations
  • Champion customer feedback to inform program and technical developments
  • Retain and grow revenue from assigned accounts in hardware and service
  • Own account management to achieve forecasted revenue and communicate readiness levels
  • Implement enhancements to improve processes across cross-functional teams

Benefits

  • Opportunity to work with cutting-edge satellite technology
  • Dynamic work environment focused on customer satisfaction
  • Exposure to diverse industries and enterprise client interactions
  • Chance to influence product development based on customer feedback
  • Work in a collaborative team that values proactive problem-solving
Full Job Description
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:
  • Significant knowledge or experience in one of the following industries: Reseller, Maritime, Aviation, Mobile Backhaul, Satellite Communications
  • Experience managing multiple projects and delivering under tight time and resource constraints
  • Excellent problem-solving and sleuthing skills, going beyond just the apparent and available answer
  • Significant technical knowledge of Starlink or telecommunications in at least one key area (e.g. satellites, ground network, user terminals, etc.)
  • Demonstrated ability to turn customer feedback into actionable, smart improvements
  • Excellent written and verbal communication skills, including ability to craft and present professional presentations
  • Excellent empathy, active listening, and resiliency skills
  • Ability to read contract documents and discern requirements and deliverables

ADDITIONAL REQUIREMENTS:
  • Must be available to work extended hours and/or weekends as needed to support critical milestones or operations shifts
  • Availability and willingness to travel as needed to customer sites/meetings


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. a7 1157, or (iv) Asylee under 8 U.S.C. a7 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

About SpaceX

SpaceX is an American aerospace manufacturer and space transportation services company founded in 2002 by entrepreneur Elon Musk. The company designs, manufactures, and launches advanced rockets and spacecraft. SpaceX has developed the Falcon 1, Falcon 9, Falcon Heavy, and Dragon spacecraft. The company was founded with the goal of reducing space transportation costs and enabling the colonization of Mars. SpaceX has achieved several milestones in spaceflight, including the first privately-funded liquid-propellant rocket to reach orbit, the first privately-funded company to send a spacecraft to the International Space Station, and the first privately-funded company to send a human-rated spacecraft to orbit.
Learn more about SpaceX
Size
8,000 employees
Industry
Aerospace & Defense
Founded
2002
* Ladders Estimates

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