Toserve as the primary post-sales interface and trusted advocate for ALLSPACE customers, ensuring seamless onboarding,on time delivery,in-lifesupportandrevenue recognition.This role leads from the front, proactively managing customer relationships, minimizing escalations, and driving service excellence.
Responsibilities of this role are listed below:
- Primarypost salespoint of contact for customers,order fulfillmenttorevenuecollection, service trials, inlifesupportand post incident root cause analysis.
- Establish andmaintainaccount governanceincluding chairingweekly operationalmeetings, monthly servicereviewandface to facequarterlybusiness review.
- Lead customer onboarding, aligningPO deliverables,agreeorder fulfillment schedule, customer training or in field supportcommitment,deliverITSM trainingandaligninvoiceschedule.
- Coordinate service trials,alignsuccess criteria,ensureschedule and costsremainwithin scope and budget,integrate cross functional support,identifyand track issues and actions,manage escalations andconduct post event reviews.
- Deliver order fulfillmenton schedule and within agreedinvoicemilestones, coordinatecustomer training and field support,ship in timelogisticsandpost-deliveryCSAT reviews.
- Owner of the issue and action registertrackingservice issuesacross orderfulfillment, service trials,in life support,RMA& invoicing.
- Chair post event reviewsto improve schedule,costandperformanceand to understandroot cause of failuresandprovide direct feedback to customers.
- Manage the customer satisfaction program, gathering insights and driving service improvementsacross order fulfillment, customertrainingand fault resolution.
- Lead continual service improvement (CSI) initiatives based on customer feedback and performance data.
Requirements
- Bachelor’s Eng/STEMdegreeor equivalent industry or military experience
- 8years ofDoD program supportideallywithin satelliteorcommunicationssystems.
- PMP or equivalent program management certification
- Demonstrated experience of working in a fast paced and green field environment where decisions need to be madein a timely manner.
- Experience leading cross functional teams to delivery customer outcomes
- Demonstratedability to leadcustomerfacinginitiativesacrossmultiplegeographies.
Additional Notes
- Active or ability to obtainDoWsecurity clearance
- Flexibility to travel and support customer requirements
Benefits
- Excellent Compensation package inclusive of competitive salary, 401(k) plan, healthcare and 25 days holiday in addition to the US Bank holidays.
- Bonus package
- Career development training opportunities (in house and external)
- Employee Referral scheme
