Manager, Starshield Account Management

Starshield, SpaceX’s national defense vertical, delivers unparalleled global communications and situational awareness to the warfighter. As Manager of the Starshield User Products Account Management Team, you will lead a team responsible for customer success. This includes ensuring contracts are executed and expanded, customers receive and can operate delivered equipment, support systems remain best-in-class, and communications with customers stay constant and clear. You will partner with leadership across the Starshield organization and collaborate with other SpaceX entities to drive mission success. In this role, you will split your time between managing key customers and leading team members. 

The Starshield Account Management team serves as the primary point of contact for customers from contract signature through successful activation. The team ensures all contract terms are fulfilled while identifying opportunities to accelerate and expand Starshield adoption. Prior to contract signature, the team plays a critical role in ensuring that the commitments we make are ones we can successfully deliver. 

Over the past year, the Starshield User Products team has rapidly grown its user base and the number of customer organizations under contract. Starshield has also developed specialized tools tailored for defense customers. The product is designed for self-service, and we must similarly evolve our team and systems so defense enterprise customers can manage Starshield independently, minimizing human intervention. 

Our ideal candidate is a self-starter that has a passion for making customers successful, building excellent teams, and managing complex cross-functional projects. 

RESPONSIBILITIES: 

• Grow and build the Starshield Account Management function with a focus on growing user adoption rates while ensuring customers are put in the best position possible  
  • Hire and lead an exceptional team
  • Identify and build necessary tools and capabilities to manage accounts in a scalable way, working closely with the application software and finance teams to automate as much as possible
  • Develop internal goals and metrics/visualizations to measure and communicate success
• Manage all aspects of project management for your customer vertical(s) 
  • Work with internal and external stakeholders to finalize customer contracts, serving as a final check before contract signature to ensure we are poised for success and any risks are captured/communicated internally
  • Ensure that contract deliverables are delivered on time and meeting contract requirements
  • Take an extreme ownership approach to realizing forecasted revenue on or ahead of schedule
  • Identify and broadly/loudly communicate readiness levels, requirements, schedules, and risks
• Own the customer interface from contract signature onwards including onboarding, ongoing account management, and long-term retention/growth of the relationship and revenue 
  • Build relationships with customer points of contact to identify requirements and manage expectations, driving product adoption by removing roadblocks
  • Collect, communicating and championing customer feedback internally to influence and steer programmatic and technical development required to maintain and grow customer adoption
  • Responsibly grow customer accounts with a heavy emphasis on customer success
• Own a small portfolio of key customer accounts as an individual contributor 
  • Lead by example and leverage that experience to improve both internal and customer-facing tooling, processes, communications, and the overall product experience

• To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.  

SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.

Applicants wishing to view a copy of SpaceX’s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to EEOCompliance@spacex.com.