Senior Manager

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:

• 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 growth, 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.
• 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.
• 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 concierge programs for our enterprise customers.
• Partner and influence 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 Enterprise Customer Success.

PREFERRED SKILLS AND EXPERIENCE:

• 10+ years of customer-experienced experience along with strong customer interaction skills (executive presence, writing skills, phone skills).
• 5+ years of experience mentoring, managing, and scaling larger customer success teams.
• Experience leading an Enterprise Support or Success organization.
• Excellent communication and team-building skills.
• Experience in 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.
• The 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 an office located in either Hawthorne CA, Redmond WA or Bastrop TX.
• Must be willing to travel to other Starlink sites, approx. 20-25%.