Senior Customer Success Manager

Senior Customer Success Manager About Us: BlackSky is a real-time intelligence company. We own and operate the world's most advanced space-based intelligence platform and provide customers satellite imagery, automated analytics and high-frequency monitoring of strategic locations, economic assets, and events from around the globe. BlackSky is trusted by the most demanding allied military and intelligence organizations and commercial companies to deliver foresight into critical matters that affect national security and the economy. BlackSky's data enables governments and businesses to see, understand and anticipate change as it happens, giving them the ultimate strategic advantage so they can act quickly. Our global team works with cutting-edge technology to make a difference around the world and prides itself on being people-first, customer-focused and fun. BlackSky is seeking a talented, multi-faceted rock star to manage the customer experience, from customer onboarding to customer management & maintenance (billing, notifications, etc.). We are growing our international portfolio and need a team-oriented player to cover working hours in the Middle East and/or Europe. A successful candidate will bring the ability to comfortably engage with internal and external stakeholders at all levels in an organization and from different cultural backgrounds. You are customer-centric, enthusiastic, dependable and detail oriented. **Must be available to work 0100-1200 UTC Saturdays, and 2200-1200 UTC Sundays as part of a 40-hour work week (remaining schedule may be negotiable). This position reports to the Director, Customer Success and is located in a remote role in Singapore. This position is not eligible for relocation. Responsibilities: Become an expert in all of BlackSky’s products and services and be able to discuss product value propositions. Confidently wield a cutting-edge image acquisition and analytics suite, aid in user education and best practices. Be the front-line contact for customer support inquiries (conduct business by e-mail and phone). Prioritize and drive resolution for escalated customer issues. Collaborate cross functionally with multiple internal team s to facilitate quick resolution to customer inquiries. Oversee customer order progress, cancellation, deliveries etc. Advocate for the customer by sharing their feedback and use cases with Product and Engineering, and the rest of the CSM team Identify and report key metrics to internal and external stakeholders with an eye on developing additional value-identifying metrics.