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Customer Success Manager

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satellite
commercial
analytics
manager

Customer Success Manager

About Us:

BlackSky is a geospatial intelligence solutions provider that enables organizations to task, collect, and transform data from earth observation, global sensor networks, mobile devices, and social media to deliver on-demand insights about places, events, and assets that are critical to their operations. Blacksky provides satellite collection, data, and cloud-based processing and analytic solutions to organizations that are capitalizing on the exponential growth of a wide range of sensor and collection platforms for delivering the next generation of GEOINT and location intelligence solutions. BlackSky has extensive expertise and capabilities in commercial remote sensing, multi-source analytics, cloud computing, open-source software development, Amazon Web Services, and big data geospatial analytics. BlackSky provides solutions to commercial and government organizations with relevant programs with the National Geospatial Intelligence Agency (NGA), US. Army, and U.S. Air Force Research Labs.

We are currently seeking a talented, multi-faceted candidate to manage the customer experience, from customer onboarding to customer management & maintenance (billing, notifications, etc.).  You will need to have the ability to engage with internal and external stakeholders at all levels in an organization.  You are customer-centric, enthusiastic and detail oriented. 

**Must be available to start work at 5:00 am EST Monday-Friday.

While the job location listed here is ideal, we are open to hiring this position remotely in the following states AR, AZ, CO, CA, DC, FL, IN, MA, MD, MN, NC, NM, OR, PA, OH, SC, TN, TX, UT, VA, WA, WV or our Seattle/Washington DC suburbs offices.

Responsibilities:

  • Become an expert in all of BlackSky’s products and services, including technical knowledge of features, and be able to discuss product value propositions.
  • Confidently wield a cutting-edge image acquisition and global alerting suite, aid in user troubleshooting.
  • Be the front-line contact for customer inquiries (conduct business by e-mail and phone).  Prioritize and drive resolution for escalated customer issues.
  • Coordinate with multiple internal stakeholders to facilitate quick turnaround and response times to customer inquiries.
  • Oversee customer order progress, alterations, cancellation, etc.; establish new customer accounts.
  • Document customer inquiries, respond to known issues, and facilitate new issues to the appropriate contacts within BlackSky.
  • Identify and report key metrics to internal stakeholders with an eye on developing additional value-identifying metrics.
  • Have a firm understanding of customer use cases and how to encourage product adoption within the framework of those use cases.
  • Onboard and train enterprise customers and their user base.

Required Qualifications:

  • Must be available to start work at 5:00 am EST Monday-Friday.
  • Bachelor’s Degree in a relevant field.
  • Minimum of three years’ experience in client service, project management, and/or sales operations.
  • Must be a US citizen as this role supports our government clients.
  • Self-starter; able to come up to speed on complex, difficult concepts with minimal assistance.
  • Ability to quickly learn and easily work within several software tools every day.
  • Comfortable with adapting to evolving and still-developing customer care processes.
  • Strong interpersonal skills, including the ability to gracefully handle all tones of customer interaction—domestic and international.
  • Excellent at multitasking and managing a high volume of customers and their respective priorities.
  • History of improving processes, methodologies, programs or frameworks that improved team performance.
  • Quick on your feet: you will be expected to field a range of customer questions in a dynamic, fast-paced environment.
  • Urgency in addressing customer questions and concerns, combined with the attention-to-detail needed to ensure that responses are accurate and thorough.

Preferred Qualifications:

  • Proficiency with Zendesk.
  • GIS or related background.

BlackSky is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer All Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by law.

To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.

EEO/AAP/ Pay Transparency Statements: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdfhttps://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

BlackSky
BlackSky

United States, UK

Posted 3 months ago

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