Customer Success Associate

Maxar Technologies; London; Hybrid; GBP 35,000 - 55,000; Full time

Job description

Please review the job details below.

Who We Are:

Maxar Intelligence is a provider of secure, precise, geospatial intelligence. We deliver disruptive value to government and commercial customers to help them monitor, understand and navigate our changing planet. Our unique approach combines decades of deep mission understanding and a proven commercial and defense foundation to deploy solutions and deliver insights with unrivaled speed, scale and cost effectiveness.

About the Role:

Maxar is seeking a Customer Success Associate to join the International Government team (UK & Europe) based in London.

The Customer Success Associate (CSA) is responsible for ensuring that Maxar’s customers are delighted with our operational support and delivery against our contractual commitments. The CSA ensures our products and services are delivered within the agreed-upon performance standards, and that Maxar delivers against all program commitments and fosters the ongoing relationship to help retain/grow the account.

The CSA supports a designated set of customers across the Defense and Intelligence sector. The successful candidate will act as the primary point of contact for these customers and coordinate the engagement of other Maxar resources, as necessary.

Responsibilities and Experience:

1. Maintain a portfolio of customers and be responsible for contract delivery of online platform and offline products and services.
2. Establish and maintain strong customer relationships, with a focus on proactively identifying and resolving specific areas of concern related to Maxar’s service or project-oriented delivery. Ensure that any concerns are addressed by the appropriate teams in a timely manner – Customers’ satisfaction/delight is key.
3. Work cross-functionally to drive results, recommend approaches to solving complex customer issues, and be the “Voice of the Customer”.
4. Demonstrate strong business acumen and analytical capabilities, including the ability to analyze data and recommend fact-based solutions.
5. Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to Maxar and externally to the customer.
6. Provide our customers insight with respect to the availability and applicability of new products and features.
7. Build an in-depth understanding of customers’ business processes involving Maxar products and services.
8. Identify areas of upsell or new revenue streams and ensure sales is informed of any opportunities that involve an amendment or expansion of an existing contractual commitment.
9. Work to deadlines and financial targets.

Requirements:

1. Bachelor’s degree or equivalent experience and 3 years professional background in customer-facing roles within premier, global organizations.
2. Strong aptitude for technical platform & software products.
3. Demonstrated ability to adapt to changing priorities.
4. Applied experience in Geospatial Information Systems (GIS), Remote Sensing, and/or Image Processing desired.
5. Proficiency with Microsoft Office.
6. Must be a UK citizen due to security requirements.

This is a hybrid position based in London, UK. Expected travel 15% - 30%.

Preferred Experience / Skills:

1. Previous experience with Defense and Intelligence sector.
2. Knowledge of best practices in customer service and retention.
3. Strong written and verbal communication.

Maxar Technologies values diversity in the workplace and is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.