BASIC QUALIFICATIONS:
- Bachelor’s degree and 7+ years of professional experience in customer operations, customer support, or customer service; or 10+ years of professional experience in customer operations, customer support or customer success in lieu of a degree.
- 5+ years of professional experience in a supervisory or managerial role focused on customer operations, customer support or customer success.
PREFERRED SKILLS AND EXPERIENCE:
- 10+ years of customer facing experience along with strong customer interaction skills (executive presence, writing skills, phone skills).
- 3+ years of experience mentoring, managing, and scaling larger customer success teams.
- Excellent communication and team-building skills.
- Experience in a training, learning and development, analytics, service design, vendor management, or content management role.
- Ability to work in a fast-paced/cross-functional environment.
- Organized and self-driven, capable of working independently with little direction.
- Capable of adapting to abrupt changes in strategy.
- Lean/6-Sigma experience (Green/Black Belt certifications).
- Demonstrate innovative and futuristic thinking to drive continuous improvement.
- Strong attention to detail, project management, and organizational skills.
- Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
- Solid financial literacy - you have fluency with an income statement and balance sheet.
- Written/verbal business fluency in a second language (in addition to English)
- Ability to communicate technical details to a non-technical audience. Ability to foster credibility with a technical audience.
- Ability to set and communicate expectations; skill in mediating and resolving problems within a team environment.
- Must be highly organized and able to prioritize and process several tasks concurrently.
- Ability to build lasting relationships based on trust externally and internally to collaborate on customer concerns and resolutions.
ADDITIONAL REQUIREMENTS:
- Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines.
- Must be willing to work in office.
- Travel required, approx. 20-25%.
COMPENSATION AND BENEFITS:
Pay range:
Manager, Customer Success: $130,000.00 - $180,000.00/per year
Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.
Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k)-retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year. Exempt employees are eligible for 5 days of sick leave per year.
ITAR REQUIREMENTS:
- 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.
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.
Applicants wishing to view a copy of SpaceX’s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should notify the Human Resources Department at (310) 363-6000.