Customer Support Manager - 12 month contract SDD009

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, has developed a 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. Our terminal designs operate as fully electronic beam steering systems. Our IP has applications across a wide range of market sectors including aeronautical, land mobile, maritime, and 5G. It provides broadband, multi-beam, two-way communications with dynamic tracking of geostationary and non-geostationary satellites or terrestrial nodes.

We are looking for world class talent to join our high-performing team working on cutting edge technology in the satellite communications industry. We stand by our company values; INTEGRITY, INNOVATION & EXECUTION EXCELLENCE – giving you the opportunity to build your career in an environment where we encourage crisp decision-making, challenging the status-quo, championing your beliefs and ideas, sharing successes (and learning from failures) and working collaboratively with your fellow team members.

ALL.SPACE is committed to practicing and promoting diversity, inclusion and equality in the workplace. We aim to lead by example by making satellite communications a more inviting and accessible industry for all.

Visit www.all.space to learn more.

To serve as the primary post-sales interface and trusted advocate for ALLSPACE customers, ensuring seamless onboarding, integration, and in-life support. This role leads from the front, proactively managing customer relationships, minimizing escalations, and driving service excellence in the UK and Europe.

Responsibilities of this role are listed below:

• Act as the primary point of contact for post-sales customer engagement.
• Build and nurture long-term relationships through onboarding, order fulfillment, 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, gathering insights and driving 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, including 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.

Additional Notes

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

Benefits

• Stock Options

• Contributory Pension Scheme 3% standard

• 25 days Annual Leave + Public Holidays

• Cycle-to-Work Scheme

• Car Scheme (Salary Sacrifice)

• Free On-Site Gym

• Employee Assistance Programs

• Discounts Platform