Account Manager - Canadian Federal

STARLINK ACCOUNT MANAGER (CANADIAN FEDERAL)

Starlink, our revolutionary satellite constellation, is delivering low-latency broadband internet around the world. The Account Management team serves as the point of contact for customers from contract signature, through successful activation, ensuring all contract terms are fulfilled while and identifying new opportunities to generate business with enterprise customers. Prior to contract signature, the team will have a key role in ensuring that the commitments we make are ones we can successfully execute to. 

In the past year, the Starlink team has signed contracts with customers who will deploy high speed internet at a pace and for use cases previously not possible. The team has designed the product to be self-service, and we need to similarly evolve our team and systems to enable large enterprises to manage Starlink themselves, minimizing humans-in-the-loop. Our ideal candidate is a self-starter that has a passion for making customers deliriously happy, supporting excellent teams, and managing complex cross-functional projects.

RESPONSIBILITIES:

• Act as the primary point of contact for a robust portfolio of assigned federal government customers and own the interface from contract signature onwards (onboarding, ongoing account management, and long-term retention/growth of the relationship and revenue) with emphasis on:
• Delivering impeccable customer service, including efficient acknowledgement 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 enterprise business
• Retaining and growing the value of accounts
• As an extreme owner of assigned accounts, identify and successfully communicate readiness levels, requirements, schedules, and risks to realize forecasted revenue on or ahead of schedule
• Serve as the team’s internal expert in the federal and civilian government vertical in specific regions, shaping strategic direction and routinely leading high-impact commercial decision-making within the vertical and region in partnership with other teams
• Autonomously identify, design, and lead implementation of new processes and system improvements that will broadly accelerate growth for customers or enable the internal team to scale rapidly

BASIC QUALIFICATIONS:

• Bachelor's degree; OR high school diploma/equivalency certificate and 5+ years of professional business development, operations, engineering, or account management experience
• 4+ years of experience in account management, customer success, or business operations
• 1+ years of experience working with government customers

PREFERRED SKILLS AND EXPERIENCE:

• 3+ years of experience working with customers to support a technical product/service
• 3+ years working with Canadian federal or civil government customers
• Significant knowledge or experience in one or more of the following industries: federal, public sector, telecommunications, manufacturing, satellite communications and/or supply chain
• Experience managing multiple complex projects and delivering under tight deadlines and resource constraints
• Experience building long-term and successful customer relationships demonstrating empathy, active listening, and resiliency skills
• Significant technical knowledge of Starlink or telecommunications in at least one key area: satellites, ground network, user terminals, or related technology
• Ability to synthesize multiple unique requirements and suggest smart solutions, products, or features
• Track record of demonstrating sound business judgement, evaluating alternatives, and making recommendations that were adopted and ultimately successful
• Ability to negotiate successfully, especially after a contract is signed
• Excellent written and verbal communication skills, including ability to craft and present professional presentations at all levels
• Ability to manage execution of significant or complex contracts including initial intake, renegotiation of terms, and schedules

ADDITIONAL REQUIREMENTS:

• Must be available to work extended hours and/or weekends as needed to support critical milestones or operations shifts
• Must be willing to travel to other SpaceX offices and customer locations as needed

COMPENSATION AND BENEFITS:

Pay Range:
Level 3: $115,000.00 - $180,000.00

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 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.