Starlink Enterprise Customer Success Lead

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