Starlink Customer Success Account Lead (SMB/Fixed-Site)

Latent AI; Hawthorne (CA); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Annual bonuses

401(k) retirement plan

Comprehensive medical, vision, and dental coverage

Paid vacation and holidays

Job summary

A leading aerospace company is seeking a STARLINK CUSTOMER SUCCESS ACCOUNT LEAD to manage SMB customer accounts. This role requires excellent communication and problem-solving skills to ensure customer satisfaction and successful project delivery. The candidate should have a bachelor's degree and at least 2 years of relevant experience. Responsibilities include enhancing customer relationships, driving growth strategies, and providing outstanding customer service. The position offers competitive compensation and comprehensive benefits.

Qualifications

• 2+ years in a customer-facing role.
• 2+ years of consulting or project management experience.
• Experience in a relevant industry.

Responsibilities

• Manage a portfolio of SMB customers and resellers.
• Deliver impeccable customer service at scale.
• Develop engagement strategy for continuous growth.
• Communicate customer feedback to influence development.
• Identify and implement process enhancements.

Skills

Customer service

Communication skills

Problem-solving

Time management

Empathy

Education

Bachelor's degree or equivalent

Job description

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.

STARLINK CUSTOMER SUCCESS ACCOUNT LEAD (SMB/FIXED-SITE)

Starlink, our revolutionary satellite constellation, is delivering low-latency broadband internet around the world. The Starlink Enterprise Account Management 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 SMB customer and resellers by building and managing a one-to-many strategy to own 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 at scale to SMB customers and resellers
• Developing engagement strategy and content for SMB organizations that enables continuous growth and self-support
• 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 SMB business
• Retaining and growing the value of SMB accounts in both hardware and service revenue
• Maintaining a culture of extreme ownership to drive continuous growth and streamline process efficiency
• Identify the top growing accounts by region to develop relationships and growth strategies by understanding the root of how the customer is using Starlink to provide business solutions
• Act as an extreme owner of SMB accounts to realize forecasted revenue on or ahead of schedule, identifying and successfully communicating readiness levels, requirements, schedules and risks
• Identify and lead 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; or high school diploma/equivalency certificate and 2+ years of professional sales 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: SMB, 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

Compensation and Benefits

Pay range: Starlink Enterprise Account Lead: $90,000.00 - $125,000.00/per year

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.

Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year. Employees accrue paid sick leave pursuant to Company policy which satisfies or exceeds the accrual, carryover, and use requirements of the law.

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

SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.

Applicants wishing to view a copy of SpaceX’s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to [e-mail]