Customer Success Specialist (Starlink)

Customer Success Specialist (Starlink)

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. Starlink, our revolutionary satellite constellation, delivers low-latency broadband internet to 7M+ users worldwide.

As a Customer Success Specialist within the Starlink program, your role will focus on specific regions of the world to ensure customers have an excellent experience from the moment the country launches through regular operation and continued growth. You will work closely with the related cross-functional and operational groups and help propose and drive improvement projects to completion. Ideal team members are highly autonomous individuals who excel in flexible environments; are steadfast in their efforts to sustain change; and bring clarity and smart decision-making to our leadership teams that drive the organization.

Responsibilities:

• Identifies region-specific requirements and expectations and manages the plan for the best possible customer experience across key metrics including Contact Ratio, Net Promoter Score, and Customer Satisfaction
• Assists Legal and ensures compliance with the regulatory needs of markets, especially around customer service or quality of service complaints
• Coordinates efforts among key stakeholders including but not limited to sales, marketing, logistics, finance, regulatory affairs, and customer service to ensure a seamless customer experience
• Monitors country launch schedule, acts as primary customer success contact and supports stakeholders, and identifies areas for necessary improvement
• Partners and interfaces with internal customers as necessary to ensure that not only current state requirements are being met, but also develops plans for scalability and future state improvements and implementations in conjunction with the Starlink Business Operations team
• Maintains functional ownership for the regions' growth initiatives as they pertain to the customer success team
• Updates the leadership team on status of projects and leads multiple concurrent projects
• Creates and maintains process documentation and procedures

Basic Qualifications:

• Bachelor's degree OR 4+ years of professional experience in customer operations, business operations, production/manufacturing, supply chain, or consulting experience in lieu of a degree
• 2+ years of project management or process improvement experience in customer operations, business operations, production/manufacturing, supply chain, or consulting environment

Preferred Skills and Experience:

• Experience working with Excel and/or SQL for data analysis and creating/managing dashboards using data visualization tools (e.g. Tableau, Power BI)
• 1+ year experience based abroad or working with operations outside of the United States
• Excellent written and verbal communication skills, including experience communicating with external and internal stakeholders and with senior leadership
• Ability to independently define and manage complex operational projects or strategic initiatives, assessing schedule dependencies, risks, and conflicts
• Process improvement and workflow mapping experience, using tools like MS Visio
• Demonstrated success working in a high-growth, fast-paced environment with competing priorities and aggressive schedules
• Experience with developing and proposing business cases, creating customer value assessments, and executing pilot rollouts or A/B tests
• Bilingual written/verbal business communication
• Excellent root cause analysis, troubleshooting and problem-solving skills

Additional Requirements:

• Willingness to travel up to 50%
• Must be willing to work extended hours and/or weekends as needed to support critical milestones or operations shifts

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.