2024-08-19T13:13:40-04:00 X, The Moonshot Factory
Customer Success Manager, Project Taara
Program Management
Mountain View, CA

 

This is a fixed-term contract position for 12 months

 

About the Team:

Project Taara is focused on delivering high-throughput and long-range connectivity via free-space optical communication (FSOC) links that use light (eye-safe lasers) propagating between two terminals to wirelessly transmit high speed data. Learn more about Project Taara.

 

About the role

The Customer Success Manager ensures the team is learning and discovering how we can continue to scalably deliver value to the customer. 

The role is based in Mountain View, California but will involve global travel, as Taara is deploying its technology globally. You will be creating a customer success organization and building it with a customer-centric mindset, taking responsibility for the customer experience end to end throughout its lifecycle from cradle to grave. You will orient your decisions and success metrics around the customer experience, incorporating customer priorities, needs, feedback and insights. You will examine the organization from the customer’s perspective.

 

How you will make 10x impact:

  • Design and build a robust customer success function for Taara, with an obsession about getting it right for the customer and operating with customer-centric principles
  • Create operational structures & business cases to measure, monitor, and continuously improve the customer experience
  • Manage and grow a global team of customer success individuals, who are each tasked to support multiple customers and channel partners
  • Develop a strategic 5-10 year vision and implement tools and processes for 10x scale, aligning key performance indicators, incentives, and metrics to focus on customer success
  • Leverage the customer data platform to generate data-driven customer insights and convert insights into action
  • Accelerate new customer launches and manage customers end to end
  • Have a keen sense for prioritization and the ability to balance customer focus and their daily needs with the operational complexity of launching new deployments and organizational resource constraints, both internally and with the customer’s team.

 

What you should have:

  • Masters/MBA or equivalent practical experience
  • Extensive experience in a complex commercial operations role in customer service function ideally in a B2B setting
  • Experience discovering product market fit and scaling a new technology or product and communicating that in a compelling way with a customer-centric mindset ideally in a B2B setting 
  • Strong business acumen and operational capabilities with high expectations of quality and integrity
  • Ability to operate effectively with flexibility in a fast-paced, high energy, constantly evolving team environment
  • Success in mentoring and developing cross-functional collaborative teams
  • Analytical thinker with creative problem solving
  • Outstanding interpersonal and communication skills with demonstrated experience influencing senior-level executives and stakeholders to drive organizational and cultural change, internally and externally.

 

It would be great if you also had these:

  • Background in telecommunication service industry, particularly in ISP operations and networking operations
  • Experience leading regional or global customer support teams
  • Experience establishing processes needed to scale customer support function in a fast growing, dynamic work environment
  • Proven track record of execution and ability to achieve high levels of customer satisfaction, enabling business growth and operational scale through the early stages of a new product adoption in a non-standard, experimental and iterative way.

 

The US base salary range for this full-time position is $208,000 - $260,000 + bonus + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, or benefits.

 

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