Customer Support Manager (Military based) - 12 month contract SDD009

ALL.SPACE; Reading; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading satellite communications company in Reading is looking for a customer-focused professional to manage post-sales relationships. You will champion customer needs, support integration and deliver training while ensuring service excellence across the UK and Europe. Ideal candidates will have a strong background in satellite communications and significant experience in customer service, along with a relevant degree. This position offers a competitive compensation package and various perks for a fulfilling work experience.

Benefits

Stock Options

Contributory Pension Scheme 3% standard

25 days Annual Leave + Public Holidays

Cycle-to-Work Scheme

Car Scheme (Salary Sacrifice)

Free On-Site Gym

Employee Assistance Programs

Discounts Platform

Qualifications

• 8 years of satellite communications experience within a field environment.
• 5 years supporting military or defense services.
• Strong understanding of satellite communications network integration.

Responsibilities

• Act as the primary point of contact for post-sales customer engagement.
• Build and nurture long-term relationships with customers.
• Lead on-site fault analysis and troubleshooting.

Skills

Customer service

Satellite communications

Stakeholder management

Cross-functional leadership

Technical training

Education

Bachelor's Eng/STEM degree

Job description

Overview

ALL.SPACE has developed a smart terminal, capable of linking with all satellites, all networks, in all orbits, all at once. Our ground-breaking software-defined service enablement platform integrates intelligent routing, edge computing and on-demand services to deliver unprecedented network resilience and application performance. Our terminal designs operate as fully electronic beam steering systems. Our IP has applications across a wide range of market sectors including aeronautical, land mobile, maritime, and 5G. It provides broadband, multi-beam, two-way communications with dynamic tracking of geostationary and non-geostationary satellites or terrestrial nodes.

We are looking for world class talent to join our high-performing team working on cutting edge technology in the satellite communications industry. We stand by our company values; INTEGRITY, INNOVATION & EXECUTION EXCELLENCE – giving you the opportunity to build your career in an environment where we encourage crisp decision-making, challenging the status-quo, championing your beliefs and ideas, sharing successes (and learning from failures) and working collaboratively with your fellow team members.

ALL.SPACE is committed to practicing and promoting diversity, inclusion and equality in the workplace. We aim to lead by example by making satellite communications a more inviting and accessible industry for all.

To learn more, please visit all.space.

Role

To serve as the primary post-sales interface and trusted advocate for ALLSPACE customers, ensuring seamless onboarding, integration, and in-life support. This role leads from the front, proactively managing customer relationships, minimizing escalations, and driving service excellence in the UK and Europe.

Responsibilities

• Act as the primary point of contact for post-sales customer engagement.
• Build and nurture long-term relationships through onboarding, order fulfillment, demonstrations, integration, and ongoing support.
• Champion customer needs and issues across internal teams, ensuring alignment and resolution.
• Lead on-site fault analysis and troubleshooting of ALL.SPACE antennas.
• Carry out in-field release updates and routine maintenance.
• Collect and analyze field failures and abnormalities and provide feedback to the development team.
• Proactively manage customer expectations and service performance to minimize escalations.
• Lead customer demonstrations and extended service field trials to validate customer success factors.
• Deliver customer training modules covering installation, operation, and maintenance.
• Support technical integration and ensure alignment with customer success criteria.
• Manage the customer satisfaction program, gathering insights and driving service improvements.
• Lead continual service improvement (CSI) initiatives based on customer feedback and performance data.
• Lead regular customer reviews.

Qualifications

• Bachelor’s Eng/STEM degree or equivalent industry or military experience
• 8 years of satellite communications experience within a field environment with the focus on customer service, including 5 years supporting military or defense services.
• Demonstrated experience of working in a fast paced and green field environment where decisions need to be made in a timely manner.
• Strong understanding of satellite communications, mobility solutions network integration.
• Excellent stakeholder management and cross function leadership skills.
• Demonstrated ability to lead customer facing initiatives across multiple geographies.
• Experience in delivery technical training and managing customer experience.

Additional Notes

• Eligibility for UK or US security vetting
• Flexibility to travel and support customer requirements

• Stock Options

• Contributory Pension Scheme 3% standard

• 25 days Annual Leave + Public Holidays

• Cycle-to-Work Scheme

• Car Scheme (Salary Sacrifice)

• Free On-Site Gym

• Employee Assistance Programs

• Discounts Platform