BlackSky - Senior Customer Success Manager
Requirements
• 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. • 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.
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.
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