Manager/Lead Customer Operations Skybox Imaging
THIS JOB HAS EXPIRED Skybox Imaging provides global customers easy access to reliable and frequent high resolution images of the earth that empower more informed, data-driven decisions, by designing and building imaging satellites and cloud services.
By combining the best and brightest people with a Silicon Valley culture of innovation, we hope to not only revolutionize the aerospace industry, but fundamentally change how people and businesses make decisions.
About the role:
Skybox Imaging is looking for a manager or lead of customer operations to define and implement the processes and systems that will deliver top-notch customer experience to all users of Skybox?s imagery and direct access services. With the launch of our first two satellites later this year, you will provide support to initial Skybox customers and develop a team as we grow.
The ideal candidate will have a demonstrated record of defining and implementing account/order management and technical support processes for a small company in a technical market, as well as experience providing customer service and running a customer service team. Experience with imaging satellites and geospatial images is not required.
Define and implement scalable customer operations processes, including:
Account management: customer and tracking in third-party CRM system, handling customer credits, etc.
Order management: accepting customer orders for satellite images, entering orders into an automated image collection planning system, tracking progress of orders, and delivering products to the customer
Technical support: answering and escalating technical questions from highly technical customers in a variety of industries
Define requirements for customer operations systems, and recommend third-party tools for customer relationship management and issue tracking
Work closely with software teams to track bugs that impact customer experience.
Deliver top-notch, award winning, industry changing customer service
Skills and Experience:
8+ years experience, with at least 5 years directly in customer operations, sales engineering, or customer support in a technical B2B company
Experience defining processes for account management, order management and customer support at a small company.
Broad experience with CRM systems: Salesforce, SugarCRM, Zoho CRM, etc
Broad experience with issue tracking sytems: ZenDesk, GetSatisfaction, Zoho Support, Jira, etc.
Technical aptitude and experience dealing with highly technical customers
Leadership experience: ability to analyze options, make sound decisions and get stuff done
Desire to work in a small, dynamic startup environment with rapidly updating priorities and a constant sense of urgency
Must be US citizen or permanent resident.
EOE/AA M/F/D/V Employer
Please - No recruiting agencies, and no phone calls.
||1061 Terra Bella Ave |
Mountain View, CA 94043
THIS JOB HAS EXPIRED