Director of Global Customer Service

Who are we?

We hire those that seek to innovate across people, process and technology. Join our global workforce, visualise the future and strive for success. Our engineering campus and corporate offices in the UK and US are optimal environments for ideas and innovation to flourish.

ALL.SPACE, formerly Isotropic Systems, has developed the 5th generation smart terminal, capable of linking with all satellites, all networks, in all orbits, all at once. Our ground-breaking software-defined service enablement platform integrates intelligent routing, edge computing and on-demand services to deliver unprecedented network resilience and application performance. Whether you're on land, sea or air, we ensure that you stay connected.

Visit www.all.space to learn more.

Requirements

This is a critical report into EVP Services Delivery and takes the responsibility of managing all the global CSM’s, designing and building a customer led service delivery strategy that looks to build and maintain a world class customer experience.

Key Responsibilities:

• Own the customer life cycle, post sales
• Leads a team of CSM’s across the globe ensuring a standardized approach and that all customer projects are clearly scoped and timelines understood
• Become a trusted advocate and minimize customer escalations by proactive customer engagement and regular business reviews
• Owner of all customer escalation, executive communications and get well plans
• Liaise across the business (sales, product, marketing, logistics, engineering) on all customer demo programs
• Establish operational governance with the customer and set up program reviews and status reporting framework
• Manage the customer satisfaction program and lead any continual service improvement initiatives

Qualifications, Experience and Skills:

• Bachelor’s Eng/STEM degree or equivalent industry or military experience
• 15 years of technology experience included 10 years satellite communications experience across Service Management or Operational roles
• Experience of working within defence or military environments
• Ability to scale and manage global customer facing teams
• In depth knowledge of service management metrics and measurements based practices
• Capable of prioritizing and managing department workload
• Ability to make logical business decisions and take responsibility for them
• Strong written, verbal and presentation skills that command and control an audience
• Significant level of resourcefulness working through or around any blockages

Additional Notes:

• Eligibility for UK or US security vetting
• Flexibility to travel and support customer requirements

Benefits

• Generous stock options
• Annual bonus
• 25 days annual leave
• Public holidays
• Travel to work schemes
• Fruit, snacks & drinks
• Discounts platform
• Well-being centre