Manager, Starshield Account Management - Washington DC

Military Spouse Corporate Career Network•Washington, DC

About The Position

SpaceX’s Starshield national defense vertical delivers global communications and situational awareness to warfighters. The Manager of the Starshield User Products Account Management Team leads customer success, ensuring contracts are executed and expanded, customers receive and can operate delivered equipment, support systems remain effective, and customer communications are clear and consistent. The role partners with leaders across Starshield and other SpaceX organizations to support mission success, balancing management of key customer accounts with leadership of team members. The Account Management team is the primary customer contact from contract signature through successful activation. It ensures contract terms are fulfilled and identifies opportunities to accelerate and expand adoption. Before contracts are signed, the team helps confirm that proposed commitments can be delivered successfully. As the customer base and number of contracted organizations grow, the team is evolving its tools and systems so defense enterprise customers can manage Starshield independently and with minimal human intervention.

Requirements

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

Nice To Haves

At least 8 years of experience working with commercial customers or strategic vendors.
Demonstrated ability to develop and coach team members and quickly build an excellent team that can scale non-linearly.
Demonstrated ability to work in a fast-paced, autonomously driven, demanding startup environment.
Demonstrated ability to champion and lead significant projects and business initiatives and manage competing priorities.
Exceptional customer-interface skills, including excellent written and verbal communication and the ability to tailor communications from working-level to executive-level audiences.
Excellent negotiation and conflict-resolution skills.
Familiarity with Starshield products, services, and customer-support systems and processes.

Responsibilities

Grow and build the Starshield Account Management function, increasing user adoption while positioning customers for success.
Hire and lead an exceptional team.
Identify and build scalable account-management tools and capabilities, partnering with application software and finance teams to automate processes.
Develop internal goals, metrics, and visualizations to measure and communicate success.
Manage all project-management aspects for assigned customer verticals.
Work with internal and external stakeholders to finalize customer contracts and verify readiness and risks before signature.
Ensure contract deliverables are delivered on time and meet contract requirements.
Take ownership of realizing forecasted revenue on or ahead of schedule.
Communicate readiness levels, requirements, schedules, and risks broadly and clearly.
Own the customer interface after contract signature, including onboarding, ongoing account management, and long-term retention and relationship and revenue growth.
Build relationships with customer contacts to identify requirements, manage expectations, and drive product adoption by removing roadblocks.
Collect, communicate, and champion customer feedback to influence programmatic and technical development.
Grow customer accounts responsibly, emphasizing customer success.
Personally manage a small portfolio of key customer accounts.
Lead by example and use direct account-management experience to improve internal and customer-facing tools, processes, communications, and the product experience.