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Customer Success Specialist (Starlink)

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SpaceX

8d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Business, Operations & Strategy
  • Hawthorne
  • Quick Apply

AI generated summary

  • You need a Bachelor's or 4+ years experience, 2+ years in project management, Excel/SQL skills, operational experience abroad, strong communication, and problem-solving abilities. Travel up to 50% required.
  • You will enhance customer experience, ensure compliance, coordinate stakeholders, monitor launches, drive growth initiatives, manage projects, and maintain process documentation.

Requirements

  • 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
  • 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
  • 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
  • To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. 1157, or (iv) Asylee under 8 U.S.C. 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

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

FAQs

What is the primary focus of the Customer Success Specialist role at SpaceX?

The primary focus of the Customer Success Specialist role is to ensure customers have an excellent experience with Starlink from the moment a country launches through regular operation and continued growth, while managing region-specific requirements and expectations.

What are the key responsibilities for this position?

Key responsibilities include identifying region-specific customer needs, ensuring compliance with regulatory requirements, coordinating with cross-functional teams, monitoring launch schedules, and leading multiple concurrent projects to improve customer experience.

What qualifications are required for this position?

A bachelor's degree or 4+ years of relevant professional experience is required, along with 2+ years of project management or process improvement experience in related fields.

Are there any preferred skills that would benefit an applicant for this role?

Preferred skills include experience with data analysis using Excel or SQL, excellent communication skills, ability to manage complex projects, process improvement experience, and bilingual communication.

Is travel expected for this position?

Yes, the role requires a willingness to travel up to 50%.

What type of work hours should candidates expect?

Candidates should be prepared to work extended hours and/or weekends as needed to support critical milestones or operational shifts.

What is the salary range for the Customer Success Specialist position?

The salary range for a Customer Success Specialist/Level I is $75,000.00 - $95,000.00 per year and for Level II, it is $90,000.00 - $115,000.00 per year.

What benefits does SpaceX offer to its employees?

SpaceX offers a comprehensive benefits package including medical, vision, and dental coverage, access to a 401(k) retirement plan, paid parental leave, paid vacation and holidays, and various discounts and perks.

Are applicants subject to ITAR regulations?

Yes, applicants must conform to U.S. Government export regulations, which may include being a U.S. citizen, lawful permanent resident, refugee, or asylee, or be eligible to obtain the required authorizations.

How does SpaceX ensure equal employment opportunities?

SpaceX is an Equal Opportunity Employer and employment is governed on the basis of merit, competence, and qualifications, without discrimination based on legally protected statuses.

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SpaceX

SpaceX designs, manufactures and launches the world’s most advanced rockets and spacecraft

Defence & Aerospace
Industry
1001-5000
Employees
2002
Founded Year

Mission & Purpose

SpaceX designs, manufactures and launches the world’s most advanced rockets and spacecraft. The company was founded in 2002 by Elon Musk to revolutionize space transportation, with the ultimate goal of making life multiplanetary. SpaceX has gained worldwide attention for a series of historic milestones. It is the only private company ever to return a spacecraft from low-Earth orbit, which it first accomplished in December 2010. The company made history again in May 2012 when its Dragon spacecraft attached to the International Space Station, exchanged cargo payloads, and returned safely to Earth — a technically challenging feat previously accomplished only by governments. Since then Dragon has delivered cargo to and from the space station multiple times, providing regular cargo resupply missions for NASA.