Starlink Customer Success Account Manager (SMB/Fixed-Site)

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 CUSTOMER SUCCESS ACCOUNT MANAGER (SMB/FIXED-SITE) Starlink, our revolutionary satellite constellation, is delivering low-latency broadband internet around the world. The Starlink Enterprise Account Management team serves as the point of contact for Starlink’s growing base of enterprise customers from contract signature, through successful activation, ensuring all contract terms are fulfilled. Our ideal candidate is a self-starter who has a passion for making customers deliriously happy and connecting enterprises with Starlink. RESPONSIBILITIES: Act as the primary point of contact for a portfolio of enterprise customers, owning the interface from contract signature onwards including onboarding, ongoing account management, and long-term retention/growth of the relationship and revenue with emphasis on: Supporting, closely managing, and learning from the direct customers that require unique Starlink products to meet their industry needs (i.e. primary connectivity, secondary connectivity, trucking, oil and gas, etc.) Defining, standardizing, and streamlining processes, enabling these custom solutions to scale across the business Delivering impeccable customer service, including efficient acknowledgment and resolution of issues Building relationships to identify requirements and manage expectations Collecting, communicating and championing customer feedback internally to influence and steer programmatic and technical development required to maintain and grow the enterprise business Retaining and growing the value of accounts in both hardware and service revenue Act as an extreme owner of assigned accounts to realize forecasted revenue on or ahead of schedule, identifying and successfully communicating readiness levels, requirements, schedules and risks Identify and lead implementation of process and system enhancements to improve handoffs and execution across various cross-functional teams, evolve the customer experience, or scale the business while balancing resources and headcount BASIC QUALIFICATIONS: Bachelor's degree; OR high school diploma/equivalency certificate and 10+ years of professional business development, operations, engineering, or account management experience 3+ years of consulting or project management experience 3+ year experience in a customer-facing role PREFERRED SKILLS AND EXPERIENCE: Significant knowledge, experience, or interest in specific customer industries like (i.e. maritime, rail, trucking, agriculture, cellular backhaul, or satellite communications) Experience managing multiple projects and delivering under tight time and resource constraints Excellent problem-solving and sleuthing skills, going beyond just the apparent and available answer Significant technical knowledge of Starlink or telecommunications in at least one key area (e.g. satellites, ground network, user terminals, etc.) Demonstrated ability to turn customer feedback into actionable, smart improvements Excellent written and verbal communication skills, including ability to craft and present professional presentations Excellent empathy, active listening, and resiliency skills Ability to read contract documents and discern requirements and deliverables ADDITIONAL REQUIREMENTS: Must be available to work extended hours and/or weekends as needed to support critical milestones or operations shifts Availability and willingness to travel up to 15% of the time as needed to customer sites/meetings This is NOT a remote position and would require relocation if not local to the Hawthorne, CA area COMPENSATION AND BENEFITS: Pay range: Enterprise Account Manager: $115,000.00 - $150,000.00/per year Your actual level and base salary will be determined on a case-by-cas