Manager, Enterprise Customer Support (Starlink)

MANAGER, ENTERPRISE CUSTOMER SUCCESS (STARLINK)

Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As a member of the Starlink customer support team, you will lead the team that interfaces directly with Starlink customers, ensuring they have an exceptional overall experience.

This role is a key leadership position within the Starlink Customer Success organization, with responsibility for Enterprise Customer Success. This role is responsible for creating and leading a world-class white glove, concierge support program for enterprise clients. This role emphasizes rapid issue resolution, continuous improvement, and strategic planning. This role leads the day-to-day Enterprise customer support operations while strategically seeing around the corners of future Enterprise customer needs. The role focuses heavily on collaborating internally, building the Enterprise Customer Success program, and leading the Enterprise support operations.

This role is located out of the Bastrop facility and is responsible for the global enterprise support teams located in Hawthorne, CA, Redmond, WA and Bastrop, TX.

RESPONSIBILITIES:

• Strategy
• Understand the needs of the Enterprise business and develop strategy, business metrics, and goals to guide the organization in the direction required.
• Innovate and pave the way for future development adapting the business to the ever-changing needs of the organization.
• Lead cost saving opportunities, identifying internal/external cost reductions and optimization opportunities.
• Leadership
• Lead a multi-level organization, consisting of both hourly and salary individuals: assess employee performance, provide positive/constructive feedback, facilitate conflict resolution, and address repeat issues with corrective actions, performance improvement plans, or through disciplinary means.
• Lead by setting an example, taking feedback from all levels of the organization.
• Foster an environment where change is embraced and ideas are respected, supported, vetted, and ultimately implemented (if deemed appropriate).
• Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards.
• Motivate the organization to achieve the highest level of results.
• Monitor and improve operations, ensuring a safe work environment.
• Enterprise Customer Support
• Manage operations that provide industry leading levels of enterprise support.
• Recognize the needs of the business and adapt to support the mission.
• Develop and implement a high-touch, personalized support program for enterprise customers.
• Operational Excellence
• Drive root cause analysis activities for products and services.
• Be the voice of the customer, in the language of the business.
• Define key metrics to measure customer satisfaction, loyalty, and advocacy.
• Regularly report on progress to senior management and stakeholders, highlighting successes, challenges, and opportunities for improvement.
• Process Improvement
• Drive the projects and changes needed to ensure the customer support organization can meet and enable the goals of the Starlink enterprise customers.
• Continuously monitor industry trends and best practices to enhance the customer experience.
• Collaborate
• Work with internal leaders and teams such as engineering, reliability, production, finance, design, operations, billing, shipping, communications, account managers, sales, etc. to design and execute a white glove, concierge support program for enterprise customers.
• Partner with internal tooling development teams to identify capabilities that increase support associate performance and productivity.
• Mentorship
• Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards.
• Work to develop methods to motivate team members to go above and beyond the status quo.

BASIC QUALIFICATIONS:

• Bachelor’s degree and 7+ years of professional experience in customer operations, customer support, or customer service; or 10+ years of professional experience in customer operations, customer support or customer success in lieu of a degree.
• 5+ years of professional experience in a supervisory or managerial role focused on customer operations, customer support or customer success.

PREFERRED SKILLS AND EXPERIENCE:

• 10+ years of customer facing experience along with strong customer interaction skills (executive presence, writing skills, phone skills).
• 3+ years of experience mentoring, managing, and scaling larger customer success teams.
• Excellent communication and team-building skills.
• Experience in a training, learning and development, analytics, service design, vendor management, or content management role.
• Ability to work in a fast-paced/cross-functional environment.
• Organized and self-driven, capable of working independently with little direction.
• Capable of adapting to abrupt changes in strategy.
• Lean/6-Sigma experience (Green/Black Belt certifications).
• Demonstrate innovative and futuristic thinking to drive continuous improvement.
• Strong attention to detail, project management, and organizational skills.
• Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
• Solid financial literacy - you have fluency with an income statement and balance sheet.
• Written/verbal business fluency in a second language (in addition to English)
• Ability to communicate technical details to a non-technical audience. Ability to foster credibility with a technical audience.
• Ability to set and communicate expectations; skill in mediating and resolving problems within a team environment.
• Must be highly organized and able to prioritize and process several tasks concurrently.
• Ability to build lasting relationships based on trust externally and internally to collaborate on customer concerns and resolutions.

ADDITIONAL REQUIREMENTS:

• Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines.
• Must be willing to work in office.
• Travel required, approx. 20-25%.

COMPENSATION AND BENEFITS:

Pay range:         
Manager, Customer Success: $130,000.00 - $180,000.00/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. Exempt employees are eligible for 5 days of sick leave per year.