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

STARLINK CUSTOMER SUCCESS ACCOUNT MANAGER (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 who 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 enterprise customers, owning the interface from contract signature onwards including onboarding, ongoing account management, and long-term retention/growth of the relationship and revenue with emphasis on:
  
  
  
  • Supporting, closely managing, and learning from the direct customers that require unique Starlink products to meet their industry needs (i.e. primary connectivity, secondary connectivity, trucking, oil and gas, etc.)
  
  
  • Defining, standardizing, and streamlining processes, enabling these custom solutions to scale across the business
  
  
  • Delivering impeccable customer service, including efficient acknowledgment and resolution of issues
  
  
  • 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 the enterprise business
  
  
  • Retaining and growing the value of accounts in both hardware and service revenue
  
  


• Act as an extreme owner of assigned 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 10+ years of professional business development, operations, engineering, or account management experience


• 3+ years of consulting or project management experience


• 3+ year experience in a customer-facing role

PREFERRED SKILLS AND EXPERIENCE:

• Significant knowledge, experience, or interest in specific customer industries like (i.e. maritime, rail, trucking, agriculture, cellular backhaul, or 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 up to 15% of the time as needed to customer sites/meetings


• This is NOT a remote position and would require relocation if not local to the Hawthorne, CA area

COMPENSATION AND BENEFITS:

Pay range:

Enterprise Account Manager: $110,000.00 - $150,000.00/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.