Senior Customer Success Manager
About Us:
BlackSky is a real-time intelligence company. We own and operate the world's most advanced space-based intelligence platform and provide customers satellite imagery, automated analytics and high-frequency monitoring of strategic locations, economic assets, and events from around the globe. BlackSky is trusted by the most demanding allied military and intelligence organizations and commercial companies to deliver foresight into critical matters that affect national security and the economy. BlackSky's data enables governments and businesses to see, understand and anticipate change as it happens, giving them the ultimate strategic advantage so they can act quickly. Our global team works with cutting-edge technology to make a difference around the world and prides itself on being people-first, customer-focused and fun.
BlackSky is seeking a talented, multi-faceted rock star to manage the customer experience, from customer onboarding to customer management & maintenance (billing, notifications, etc.). We are growing our international portfolio and need a team-oriented player to cover working hours in the Middle East and/or Europe. A successful candidate will bring the ability to comfortably engage with internal and external stakeholders at all levels in an organization and from different cultural backgrounds. You are customer-centric, enthusiastic, dependable and detail oriented.
**Must be available to work 0100-1200 UTC Saturdays, and 2200-1200 UTC Sundays as part of a 40-hour work week (remaining schedule may be negotiable). This position reports to the Director, Customer Success and is located in a remote role in Singapore. This position is not eligible for relocation.
Responsibilities:
- Become an expert in all of BlackSky’s products and services and be able to discuss product value propositions.
- Confidently wield a cutting-edge image acquisition and analytics suite, aid in user education and best practices.
- Be the front-line contact for customer support inquiries (conduct business by e-mail and phone). Prioritize and drive resolution for escalated customer issues.
- Collaborate cross functionally with multiple internal teams to facilitate quick resolution to customer inquiries.
- Oversee customer order progress, cancellation, deliveries etc.
- Advocate for the customer by sharing their feedback and use cases with Product and Engineering, and the rest of the CSM team
- Identify and report key metrics to internal and external stakeholders with an eye on developing additional value-identifying metrics.
- Have a firm understanding of customer use cases and how to encourage product adoption and budget consumption within the framework of those use cases.
- Onboard and train enterprise customers and their user base.
- Other job-related duties as assigned.
Required Qualifications:
- Bachelor’s degree in a relevant field.
- At least six (6) years of experience in one or more of the following roles: Customer Success, Account Management, Customer Support.
- Excellent written and executive communication skills; must be fluent in English.
- Demonstrated capability to quickly assimilate use of various software applications.
- Flexibility to quickly adapt to evolving processes, technology and applications.
- The ability to thrive working independently and collaborating with a positive attitude.
- Ability to translate customer mission needs into product or service requirements, including communicating priorities, risks, and delivery timelines.
- Proven record of partnering with teams across the organization and influencing to achieve business results.
Preferred Qualifications:
- Endless appetite for new knowledge, with the ability to quickly develop expertise and solve difficult problems in unfamiliar domains.
- Proficiency with Arabic.
- Proficiency with Salesforce.
- GIS or related background.
- Like working in space!
- Experience supporting high-growth, technology-driven organizations.
- Ability to operate independently in a fast-moving, ambiguous environment while managing multiple high-value customers.
