Sr. Manager, Enterprise Customer Success

Sr. Manager, Enterprise Customer Success

Redmond, WA

Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.

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.

SR 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 concierge support program for our 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 looking around corners for future customer needs. The role focuses heavily on collaborating internally, building the Enterprise Customer Success program, and leading the support operations.

This role is located out of one of the three offices in Hawthorne, CA, Redmond, WA or Bastrop, TX and is responsible for the global Enterprise Customer Success team.

RESPONSIBILITIES

• 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 growth, adapting the business to the ever-changing needs of the organization.
• Lead cost saving opportunities, identifying internal / external cost reductions and optimization opportunities.
• 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.
• Be a subject matter expert in Enterprise customer support and build mechanisms and tools to create operational excellence for our customers.
• 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 enterprise products and services.
• Be the voice of the customer and drive continuous improvement initiatives to support their voice.
• Define key metrics to measure aviation customer satisfaction, loyalty, and advocacy.
• Regularly report on progress to senior management and stakeholders, highlighting enterprise successes, challenges, and opportunities for improvement.
• Process Improvement
• Drive enterprise projects and changes that are needed to ensure the customer support organization can meet the goals of the Starlink enterprise customers.
• Continuously monitor enterprise industry trends and best practices to enhance customer experience.
• 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 concierge programs for our enterprise customers.
• Partner and influence internal tooling development teams to identify capabilities that increase support associate performance and productivity.
• 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

PREFERRED SKILLS AND EXPERIENCE

ADDITIONAL REQUIREMENTS

COMPENSATION AND BENEFITS

Pay range : Sr. Manager : $135,000.00 - $170,000.00 / 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 in Washington State accrue paid sick time in compliance with state and federal law. Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday.

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 toEEOCompliance@spacex.com.

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