Starlink Enterprise Account Manager (Retail)

Responsibilities

• Act as the primary point of contact for a portfolio of Retail customers by building and managing a one-to-many strategy to own the interface from contract signature onwards, including onboarding, ongoing account management, and long-term retention/growth of the relationship and revenue
• Delivering impeccable customer service at scale to Retail customers and distributors
• Developing an engagement strategy and content for Retail organizations that enables continuous growth and self-support
• Work closely with distributors, retailers, production planning, sales, and logistics to create and manage orders, delivery timelines, invoices, e-invoices, payments and credits
• 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 our Retail business
• Retaining and growing the value of Retail accounts in both hardware and service revenue
• Maintaining a culture of extreme ownership to drive continuous growth and streamline process efficiency
• Identify the top growing accounts by region to develop relationships and growth strategies by understanding the root of how the customer is using Starlink to provide business solutions
• Act as an extreme owner of Retail 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 in engineering or business; OR high school diploma/equivalency certificate and 5+ years of professional experience
• 1+ years of SQL or data analysis experience
• 3+ years experience in a customer-facing role

PREFERRED SKILLS AND EXPERIENCE

• Experience conducting in-depth analyses through SQL queries and other data analysis methods to dive into problems and identify methods for faster business growth
• Significant knowledge or experience in one of the following industries: Retail, Reseller, Maritime, Aviation, Mobile Backhaul, 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 as needed to customer sites/meetings