Customer Support Manager
ALL.SPACE
contract
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteJob Level
SeniorLead
About the role
- Serve as the primary post-sales interface and trusted advocate for ALL.SPACE customers, ensuring seamless onboarding, integration, and in-life support.
- Proactively manage customer relationships, minimize escalations, and drive service excellence in the UK and Europe.
- Act as the primary point of contact for post-sales customer engagement.
- Build and nurture long-term relationships through onboarding, order fulfilment, demonstrations, integration, and ongoing support.
- Champion customer needs and issues across internal teams, ensuring alignment and resolution.
- Lead on-site fault analysis and troubleshooting of ALL.SPACE antennas.
- Carry out in-field release updates and routine maintenance.
- Collect and analyze field failures and abnormalities and provide feedback to the development team.
- Proactively manage customer expectations and service performance to minimize escalations.
- Lead customer demonstrations and extended service field trials to validate customer success factors.
- Deliver customer training modules covering installation, operation, and maintenance.
- Support technical integration and ensure alignment with customer success criteria.
- Manage the customer satisfaction program, gather insights and drive service improvements.
- Lead continual service improvement (CSI) initiatives based on customer feedback and performance data.
- Lead regular customer reviews.
Requirements
- Bachelor’s Eng/STEM degree or equivalent industry or military experience
- 8 years of satellite communications experience within a field environment with the focus on customer service
- 5 years supporting military or defense services
- Demonstrated experience of working in a fast paced and green field environment where decisions need to be made in a timely manner
- Strong understanding of satellite communications, mobility solutions network integration
- Excellent stakeholder management and cross function leadership skills
- Demonstrated ability to lead customer facing initiatives across multiple geographies
- Experience in delivery technical training and managing customer experience
- Eligibility for UK or US security vetting
- Flexibility to travel and support customer requirements