Customer Integration Manager (Customer Experience Program Management)

Axiom Space; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Axiom Space is seeking a resilient, high-energy Customer Integration Manager to join the Customer Experience Program Management team. You will work with our human spaceflight customers to execute objectives through contract deliverables and deliver mission success, serving as the primary point of contact to ensure a positive customer experience.

You will coordinate cross-functionally with engineering, contracts, finance, and operations, manage contract milestones, and balance customer

Qualifications

• Bachelor’s degree in engineering or a related field.
• 7+ years of program/project management experience.
• Experience with contracting lifecycle is a plus.
• Experience with international governments is a plus.
• Ability to operate in ambiguous, fast-moving environments.
• Strong organizational and time-management skills.

Responsibilities

• Oversee human spaceflight customer projects and/or program(s) with various objectives.
• Manage and maintain in-depth knowledge of customer contracts, including terms and conditions, requirements, and deliverables, ensuring contract success with all contractual deliverables and milestones met by both Axiom Space and the customer through contract closure.
• Serve as the primary point of contact for customers for their contracts, setting expectations and ensuring a seamless experience throughout contract execution and closeout, building and maintaining strong relationships to foster long-term engagement beyond current contracts or agreements.
• Facilitate communication between internal and external stakeholders, ensuring subject matter experts are effectively connected and involvement of all required stakeholders as necessary.
• Conduct regular follow-ups, status reviews, and necessary meetings, providing support and coverage during non-standard hours as required to meet customer needs, documenting and distributing key takeaways.
• Collaborate with cross-functional teams, including Mission Operations, Human Health, Performance & Operations, Program Integration, Mission Management, Payload Integration & Operations, Mission & Cargo Integration, Astronaut Operations, Communications, Marketing, Guest Operations, Global Advocacy (Sales and BD), Contracts, Legal, and Finance, to advocate for the customer and accomplish customer objectives while balancing customer satisfaction and Axiom Space's business priorities.
• Track and resolve customer issues or contract-related challenges as they arise, ensuring alignment with both customer satisfaction and Axiom Space's strategic goals, working contract modifications and negotiations as necessary.
• Coordinate with cross-functional teams to compile documentation for invoicing milestones and ensure timely receipt of funds per contract terms.
• Communicate contract progress, status, and potential issues to internal Axiom Space stakeholders and leadership.
• Manage the P&L for customer contracts, ensuring financial performance aligns with targets and contractual obligations.
• Support contract and agreement negotiations, ensuring alignment with Axiom Space's strategic business goals and mission requirements.
• Define or update processes, policies, and customer guides to optimize program execution and efficiency.
• Perform additional job duties as assigned

Skills

Passion for space

Entrepreneurial mindset

High EQ

Tech-solutioning

Education

Bachelor's degree in engineering or related field

Job description

ABOUT Axiom Space

Axiom Space is a human space exploration company, building era-defining space infrastructure and delivering technology-driven solutions that will empower civilization to transcend Earth. Beginning with Axiom Station, successor to the International Space Station, the company is pioneering a next-generation orbital settlement that will foster groundbreaking innovation and research in microgravity and drive the global space economy of tomorrow. Today, guided by the vision of leading humanity's expansion off planet, Axiom Space is the principal provider of commercial human spaceflight services and developer of advanced spacesuits for the Moon and beyond. For more information about Axiom Space, visit www.axiomspace.com. Axiom Space fosters a work environment inclusive of all perspectives. We are the pioneers of commercial space, leading the transformation of low-Earth orbit into a global space marketplace.

POSITION SUMMARY

Since Axiom Space is a very complex work environment, we are looking for a resilient, high-energy Customer Integration Manager who will be part of the human spaceflight Customer Experience Program Management team. The Customer Integration Manager will be responsible for working with our human spaceflight customers to execute on project and/or program objectives through contract deliverables, delivering mission success for our customers. This role serves as the primary point of contact for customers who have purchased mission and commercial services to ensure a positive customer experience with Axiom Space. The role will require cross-functional coordination between internal and external stakeholders to assure accountability by both Axiom Space and our customers. The role requires strong organizational, time management, and communication skills.

KEY DUTIES & RESPONSIBILITIES

• Oversee human spaceflight customer projects and/or program(s) with various objectives, including but not limited to human space flight programs
• Manage and maintain in-depth knowledge of customer contracts, including terms and conditions, requirements, and deliverables, ensuring contract success with all contractual deliverables and milestones met by both Axiom Space and the customer through contract closure
• Serve as the primary point of contact for customers for their contracts, setting expectations and ensuring a seamless experience throughout contract execution and closeout, building and maintaining strong relationships to foster long-term engagement beyond current contracts or agreements
• Facilitate communication between internal and external stakeholders, ensuring subject matter experts are effectively connected and involvement of all required stakeholders as necessary
• Conduct regular follow-ups, status reviews, and necessary meetings, providing support and coverage during non-standard hours as required to meet customer needs, documenting and distributing key takeaways
• Collaborate with cross-functional teams, including Mission Operations, Human Health, Performance & Operations, Program Integration, Mission Management, Payload Integration & Operations, Mission & Cargo Integration, Astronaut Operations, Communications, Marketing, Guest Operations, Global Advocacy (Sales and BD), Contracts, Legal, and Finance, to advocate for the customer and accomplish customer objectives while balancing customer satisfaction and Axiom Space's business priorities
• Track and resolve customer issues or contract-related challenges as they arise, ensuring alignment with both customer satisfaction and Axiom Space's strategic goals, working contract modifications and negotiations as necessary
• Coordinate with cross-functional teams to compile documentation for invoicing milestones and ensure timely receipt of funds per contract terms
• Communicate contract progress, status, and potential issues to internal Axiom Space stakeholders and leadership
• Manage the P&L for customer contracts, ensuring financial performance aligns with targets and contractual obligations
• Support contract and agreement negotiations, ensuring alignment with Axiom Space's strategic business goals and mission requirements
• Define or update processes, policies, and customer guides to optimize program execution and efficiency
• Perform additional job duties as assigned

QUALIFICATIONS

• Education & Experience: Bachelor's degree in engineering or related field
• Experience: 7+ years of experience in program/project management or equivalent professional function
• Experience with the contracting lifecycle (proposals, negotiation, execution, contract closeout) is a plus
• Experience with international governments is a plus
• Track record of making things happen in ambiguous, fast-moving environments
• Uses good judgement to problem-solve proactively, positively impacting hard challenges
• Demonstrated organization skills to meet tight deadlines with high-quality results
• Core Skills
  • Passion for space and the mission
  • Entrepreneurial, growth mindset
  • High EQ and ability to collaborate within teams and cross-functionally
  • Tech-solutioning in using systems and tools to move smarter and faster

CORE COMPETENCIES

• Embody our core values of leadership, innovation, and teamwork.
• Accountability
• Technical Rigor
• Execution Discipline
• Pride of Delivery

WORK ENVIRONMENT

Generally, an office environment, but can involve inside or outside work depending on the task. This position may require access to export controlled technical data or technology subject to NASA regulations, International Traffic in Arms Regulations (ITAR), or Export Administration Regulations (EAR). In accordance with U.S. export control laws, final candidates may be required to undergo additional export control screening to determine eligibility for access. Meeting these requirements is a condition of employment. Management has the prerogative to select at any level for which the position is advertised. Must be willing to work evenings and weekends as needed to meet critical project milestones.

PHYSICAL REQUIREMENTS

Work may involve sitting or standing for extended periods (90% of the time). May require lifting and carrying up to 25 lbs. (5% of the time). Equipment and Machines: Standard office equipment (PC, phone, printer, etc.)

EEO & DIVERSITY STATEMENT

Axiom Space is proud to be an equal opportunity employer. Axiom Space does not discriminate on the basis of race, regional color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with disability, or other applicable legally protected characteristics.

ABOUT THE FUTURE

Axiom Space is building the world's first commercial space station - Axiom Station. Serving as a cornerstone for sustained human presence in space, this next-generation orbital platform fosters groundbreaking innovation and research in microgravity, and cultivates the vibrant, global space economy of tomorrow. Today, driven by the vision of leading humanity's journey off planet, Axiom Space is the principal provider of commercial human spaceflight services to the International Space Station and developer of advanced spacesuits for the Moon and low-Earth orbit. Axiom Space is building era-defining space infrastructure that will empower our civilization to transcend Earth for the benefit of every human, everywhere.