Senior Customer Success Associate

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 defence foundation to deploy solutions and deliver insights with unrivalled speed, scale and cost effectiveness. 

About the Role:

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

The CSA is responsible for ensuring that Maxar’s customers are delighted 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 civil and defence sectors. 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:

Serve as first line of technical and operational support, performing coordinating maintenance and system administration tasks as needed, and escalating technical issues to remote support teams as necessary.

Establish and maintain strong customer relationships, with a focus on proactively identifying and resolving specific areas of concerns that are 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.

Work cross-functionally to drive results, recommend approaches to solving complex customer issues, and be the “Voice of the Customer” within Maxar.

Demonstrate strong business acumen and analytical capabilities, including the ability to analyse data and recommend fact-based solutions.

Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally to Maxar and externally to Customer.

Provide our customers insight with respect to the availability and applicability of new products and features.

Build an in depth understanding of customers’ business processes involving Maxar products and services.

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.

Work to deadlines and financial targets.

Requirements

Bachelor’s degree or equivalent experience and 3 years professional background in customer-facing roles within premier, global organizations.

Strong aptitude for technical platform & software products.

Demonstrated ability to adapt to changing priorities.

Applied experience in Geospatial Information Systems (GIS), Remote Sensing, and / or Image Processing.

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

Proficiency with Microsoft Office.

Preferred Experience / Skills:

Strong oral and written communication in English. German language would be advantageous as a second language.

Knowledge of best practices in customer service and retention

Maxar employees must follow all applicable Maxar policies and COVID-19 requirements as well as those of Maxar customers and third parties. Individual job requirements may vary, and Maxar reserves the right to modify its policies and requirements as it deems appropriate in accordance with applicable law.

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.