Manager, Starshield Account Management

SpaceX•Washington, DC

11d•$140,000 - $205,000•Onsite

About The Position

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. MANAGER, STARSHIELD ACCOUNT MANAGEMENT Starshield, SpaceX’s national defense vertical, delivers unparalleled global communications and situational awareness to the warfighter. As Manager of the Starshield User Products Account Management Team, you will lead a team responsible for customer success. This includes ensuring contracts are executed and expanded, customers receive and can operate delivered equipment, support systems remain best-in-class, and communications with customers stay constant and clear. You will partner with leadership across the Starshield organization and collaborate with other SpaceX entities to drive mission success. In this role, you will split your time between managing key customers and leading team members. The Starshield Account Management team serves as the primary point of contact for customers from contract signature through successful activation. The team ensures all contract terms are fulfilled while identifying opportunities to accelerate and expand Starshield adoption. Prior to contract signature, the team plays a critical role in ensuring that the commitments we make are ones we can successfully deliver. Over the past year, the Starshield User Products team has rapidly grown its user base and the number of customer organizations under contract. Starshield has also developed specialized tools tailored for defense customers. The product is designed for self-service, and we must similarly evolve our team and systems so defense enterprise customers can manage Starshield independently, minimizing human intervention. Our ideal candidate is a self-starter that has a passion for making customers successful, building excellent teams, and managing complex cross-functional projects.

Requirements

Bachelor's degree
6+ years of experience working with commercial customers or vendors to support a technical product/service
2+ years of experience leading people

Nice To Haves

8+ years of experience working with commercial customers or strategic vendors
Demonstrated ability to quickly and successfully develop an excellent team, including ability to develop and coach team members and ability to scale non-linearly
Demonstrated ability to work in a fast-paced, autonomously driven, and demanding start-up atmosphere
Demonstrated ability to champion and lead significant projects and business initiatives, including ability to manage in an environment with competing priorities
Exceptional customer interface skills, including excellent written and verbal communication skills and ability to tailor communications appropriately to level (working-level to executive-level)
Excellent negotiation and conflict resolution skills
Familiarity with existing Starshield products, services and customer support systems/processes

Responsibilities

Grow and build the Starshield Account Management function with a focus on growing user adoption rates while ensuring customers are put in the best position possible
Hire and lead an exceptional team
Identify and build necessary tools and capabilities to manage accounts in a scalable way, working closely with the application software and finance teams to automate as much as possible
Develop internal goals and metrics/visualizations to measure and communicate success
Manage all aspects of project management for your customer vertical(s)
Work with internal and external stakeholders to finalize customer contracts, serving as a final check before contract signature to ensure we are poised for success and any risks are captured/communicated internally
Ensure that contract deliverables are delivered on time and meeting contract requirements
Take an extreme ownership approach to realizing forecasted revenue on or ahead of schedule
Identify and broadly/loudly communicate readiness levels, requirements, schedules, and risks
Own the customer interface from contract signature onwards including onboarding, ongoing account management, and long-term retention/growth of the relationship and revenue
Build relationships with customer points of contact to identify requirements and manage expectations, driving product adoption by removing roadblocks
Collect, communicating and championing customer feedback internally to influence and steer programmatic and technical development required to maintain and grow customer adoption
Responsibly grow customer accounts with a heavy emphasis on customer success
Own a small portfolio of key customer accounts as an individual contributor
Lead by example and leverage that experience to improve both internal and customer-facing tooling, processes, communications, and the overall product experience