Customer Experience Manager

MaiaSpace; Fontainebleau; Presencial; EUR 90.000 - 130.000; Tempo integral

Resumo da vaga

MaiaSpace in France is seeking a Customer Experience Manager for Institutional Programs. You will be the primary interface between governmental and institutional customers and MaiaSpace, guiding contracts through signature, execution, and closure.

You will collaborate with engineering, legal, finance, and procurement to ensure exceptional service, align expectations, lead reviews, and drive continuous improvement in customer satisfaction and program delivery across international projects.

Qualificações

• Master’s degree in engineering or related field.
• 10+ years in space industry with customer interface experience.
• Experience managing large institutional/government programs.
• Excellent people skills and relationship building.
• Self-starter with startup mindset and teamwork.
• Strong negotiating skills for win-win outcomes.
• Ability to discuss technical topics with engineering and customers.
• Fluent in French and English.

Responsabilidades

• Serve as the primary contact for institutional/government customers throughout the contract lifecycle.
• Build internal/external relationships and create infrastructure for an efficient customer experience.
• Develop relationships with space agencies and public/private institutions.
• Anticipate needs and manage expectations with transparent communication.
• Coordinate with engineering, mission teams, operations, legal, finance, and procurement.
• Lead development of customer tools, docs, analyses, and operational plans.
• Act as single point of contact during contract execution.
• Lead regular customer reviews, executive briefings, and governance meetings.
• Monitor performance, milestones, risks, and commitments.
• Coordinate contract amendments with legal and ensure compliance.
• Manage invoicing and financial objectives with finance/legal.
• Prepare mission analysis and satellite/launcher compliance activities.
• Ensure resources and facilities for launch campaigns.
• Capture customer feedback to drive continuous improvement.
• Drive initiatives to improve satisfaction and execution processes.
• Monitor in-house activities and report to customers.
• Support proposals for follow-on contracts.

Conhecimentos

Stakeholder management

Customer interface

Contract negotiation

Program management

Technical communication

Formação

Master’s degree in engineering or related field

Descrição da vaga

MaiaSpace is a European space tech company, designing, manufacturing and operating competitive and sustainable solutions for space mobility. We are driven by the belief that access to space is a major enabler for a better and more sustainable life on Earth, addressing the challenges faced by humanity: climate, resources, connectivity, and data. Our aim is to successfully design and test a cost-effective and reusable mini-launch vehicle.

Customer Experience Manager

The Customer Experience Manager (CEM) for Institutional Programs is responsible for ensuring an exceptional customer experience throughout the lifecycle of launch service or development support contracts with governmental, institutional, defense, and international agency customers. She/he will act as the primary interface between the customer and internal stakeholders during execution of the contract for all related aspects from the contract signature. Under the leadership of the Head of Customer Experience & Success Office within the Chief Business Officer's team the position requires an innovative and agile attitude for all aspects of the corporate portfolio with the ability to create and instill differentiating approaches that will produce a world class Customer satisfaction, program success, commercial growth, and long-term strategic partnerships.

The role requires a strong combination of technical understanding, program management expertise, customer relationship management, and contract negotiation skills. The successful candidate will coordinate complex institutional programs while representing the customer's interests internally and the company's interests externally.

Missions :

• Serve as the primary point of contact for institutional and governmental customers throughout the contract lifecycle.

• Build strong internal and external relationships and support the creation of the infrastructure necessary to ensure an efficient and innovative customer experience, from contract signature through launch/contract closure.

• Develop and foster strong relationships with space agencies and other public and private institutions.

• Anticipate customer needs and manage expectations through transparent communication and effective issue resolution.

• Coordinate with engineering, mission teams, operations, legal, finance, and procurement teams to ensure successful program execution.

• Lead and/or support the development of key customer tools and documentation, including external company presentations, contractual deliverables, mission analyses, and operations plans.

• Act as the single point of contact between MaiaSpace and the customer during contract execution.

• Lead regular customer reviews, executive briefings, and program governance meetings.

• Monitor program performance, milestones, deliverables, risks, and customer commitments.

• Manage contracts in close coordination with the legal team, including the preparation of amendments and formal notifications of contractual deliverables, while ensuring compliance with contractual obligations and institutional requirements.

• Coordinate all financial terms and conditions with the finance and legal teams, including invoicing and monitoring the financial objectives of the mission.

• Prepare, manage, and execute mission preparation activities (mission analysis, satellite/launcher compliance, satellite qualification) and satellite launch campaigns.

• Ensure the availability of resources and facilities for satellite launch campaign execution, and support launch campaign planning and execution activities by interfacing directly with the customer team, mission team, and launch base.

• Prepare and execute the technical and contractual closure of each contract within the assigned portfolio, gathering customer feedback to support the continuous improvement plan.

• Drive initiatives to improve customer satisfaction and program execution processes, and develop best practices for customer engagement within institutional programs.

• Monitor all in-house activities during the development phase to ensure regular and accurate reporting to customers.

• Support the preparation of compelling proposals for follow-on contracts aligned with customer expectations.

• Lead complex negotiations involving technical, commercial, and programmatic topics.

• Communicate MaiaSpace's strategic vision and technical capabilities to a wide range of audiences.

• Collaborate with other team members to achieve shared targets and goals, contributing to the company's overall objectives.

Background and Skills

Essential

• Master’s degree in engineering, Aerospace Engineering, Project Management, Systems Engineering, Business Administration, or equivalent.

• 10+ years of working experience in the space industry with experience in customer interface, sales support or being an end customer/user of launch services

• Proven experience managing large-scale institutional, governmental, or international customer programs.

• Exceptional people skills with a demonstrated ability to develop privileged relationships

• Proven self-starter with autonomous initiative while at the same time embracing the start-up culture and fostering a team environment

• Strong negotiating skills and able to propose mutually satisfactory solutions

• Ability to understand and discuss technical topics with engineering and customer teams.

• Able to represent Maiaspace at worldwide conferences, meetings and events with a positive and professional behavior

• Fluent in French and English

Desired

• Established network in commercial and institutional target customer groups

• Knowledge of a third language

• Job classification (French Metallurgy Collective Bargaining Agreement): G14

Working at MaiaSpace

You will be joining a friendly multi-disciplinary team, comprised of multi-skilled people, following Agile and Scrum methodologies. This means that your role and responsibility may evolve over time with varied assignments and challenges depending on priorities and competences. Your work will be hands-on and in close contact with the final product. We are open-minded, transparent, pragmatic, result oriented and people centric. Teamwork is at the heart of how we work together and our co-workers share the same fundamental values: respect, humility, reactivity and autonomy with a passion for technical excellence.

Our office space at La Défense is located within the heart of Europe’s largest purpose built business and commercial district with easy access to public transport.

Written and spoken communication is in French and English.