ALL.SPACE

Customer Support Manager

ALL.SPACE

contract

Posted on:

Origin:  • 🇬🇧 United Kingdom

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Job 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