Customer Success Manager, Project Taara

4 weeks ago


Mountain View, California, United States X: The Moonshot Factory Full time
About the Role

This is a fixed-term contract position for 12 months. 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.

Key Responsibilities
  • 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.
Requirements
  • 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.


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