Epsilon3
Customer Success Manager
Epsilon3, Los Angeles, California, United States, 90079
Customer Success Manager
Epsilon3 United StatesDate Posted: 19 Jan, 2023Work Location: Los Angeles, CA, United StatesSalary Offered: $90,000 — $120,000 yearlyJob Type: Full TimeExperience Required: 3+ yearsRemote Work: YesStock Options: NoVacancies: 1 availableEpsilon3 is the OS for spacecraft and complex operations. We are an experienced team of engineering and design leaders from SpaceX, Google, Northrop, and Stanford. Our team worked firsthand on over 100 launches, including training and coordinating operations for multiple astronauts who successfully traveled to space and back. Epsilon3 is the result of decades of learning and delivers on the promise of making testing and operations as efficient, error-free, and enjoyable as possible. We are backed by Y Combinator and other world-class investors.We are looking for a highly technical, detail-oriented Customer Success Manager to join our team who is passionate about space and test operations and supporting the many teams in the industry. As one of the first customer success team members, you will be instrumental in delivering success for our customers and helping to build out our customer success processes. Your core responsibility will be to ensure our customers are successful in their deployments and actively using and adopting Epsilon3 in their teams. You will also work closely with our product team to help translate customer needs into product improvements and roll outs. A natural interest in the space industry is extremely helpful.Our clients are launch providers, satellite operators, integration & test teams, eVTOL & Aircraft companies, robotics, automotive, energy, and other complex engineering/operations companies. In this role, you will be the first point of contact for the engineering teams using our product. You will be required to provide detailed answers to complex technical questions and, ultimately, to be considered a subject matter expert on Epsilon3 and the industry.Primary Responsibilities Of Your RoleServe as the advocate of our clients, understanding their needs, concerns and ensuring that our solutions are helping to solve their problemsPlan and carry out bi-weekly, monthly or quarterly feedback sessions with customersEngage customers in periodic meetings to capture blockers and needed features. Ensure feedback captured in the product roadmap.Create, analyze, and track engagement, usage, and growth metrics and proactively reach out to teams for upsell and churn reduction opportunitiesSchedule and run new customer onboarding and training sessionsImport sample procedures for customers as part of their onboarding processEducate clients on how they can use Epsilon3 to enhance their integration, testing and operationsCommunicate/demonstrate new functionality and set expectations for customer requestsLook for opportunities to grow to new teamsVisit customers as needed/desired for demos and growth opportunitiesCommunicate value propositions of utilizing the Epsilon3 platform and enhance messaging surrounding return on investment for customersDrive renewal rates and reduce churnInfluence future lifetime value through higher product adoption, client satisfaction and overall health/NPS scoresWork with sales to ensure seamless handoffs of new customers and share insights with marketing and training to simplify our customer’s useSupport clients with technical questions and act as an intermediary between client and engineering development teamSecondary Responsibilities Of Your RoleMonitor, triage, and respond to support tickets, chat messages, and messengers for customer issuesManage accurate and complete information in CRMMaintain in-depth knowledge of the product, feature set, and roadmapUnderstand customer business issues and needs as well as additional tools and competitive marketRequired Qualifications3+ years of Client Success or Account Management experience supporting and selling SaaS servicesExperience with account and customer tracking tools as well as CRMsExcellent business acumen, communication skills, and presenceYou bring the level of enthusiastic spirit, reliability and creativity, commitment, time, patience, and humor it takes to work with a fast-growing organizationPassion for efficiency toolsExperience in fast-growing tech startupsExcitement around our industry (Spacecraft, Launch Vehicles, Transportation, etc.)Good communicator with outstanding oral and written communication skillsAbility to work cross-culturally/cross-functionallyFluent in English (additional languages are a plus)Self-starter and able to navigate ambiguity and assess rapidly evolving prioritiesStrong team player with great communication skills and collaborative work ethicLove of learning (technical and otherwise)US Citizenship and/or Permanent Residency (future security clearance may be required)Preferred QualificationsBachelor’s degree in engineeringExperience in the space/aerospace/defense industriesOperations experience in one or more related industriesCommercial level experience and negotiation skillsMaster’s DegreeSalary range: $90,000 - $120,000About Epsilon3
The OS for spacecraft and complex operations
Company Size:
11 - 50 PeopleYear Founded:
2021Country:
United StatesCompany Status:
Actively Hiring
#J-18808-Ljbffr
Epsilon3 United StatesDate Posted: 19 Jan, 2023Work Location: Los Angeles, CA, United StatesSalary Offered: $90,000 — $120,000 yearlyJob Type: Full TimeExperience Required: 3+ yearsRemote Work: YesStock Options: NoVacancies: 1 availableEpsilon3 is the OS for spacecraft and complex operations. We are an experienced team of engineering and design leaders from SpaceX, Google, Northrop, and Stanford. Our team worked firsthand on over 100 launches, including training and coordinating operations for multiple astronauts who successfully traveled to space and back. Epsilon3 is the result of decades of learning and delivers on the promise of making testing and operations as efficient, error-free, and enjoyable as possible. We are backed by Y Combinator and other world-class investors.We are looking for a highly technical, detail-oriented Customer Success Manager to join our team who is passionate about space and test operations and supporting the many teams in the industry. As one of the first customer success team members, you will be instrumental in delivering success for our customers and helping to build out our customer success processes. Your core responsibility will be to ensure our customers are successful in their deployments and actively using and adopting Epsilon3 in their teams. You will also work closely with our product team to help translate customer needs into product improvements and roll outs. A natural interest in the space industry is extremely helpful.Our clients are launch providers, satellite operators, integration & test teams, eVTOL & Aircraft companies, robotics, automotive, energy, and other complex engineering/operations companies. In this role, you will be the first point of contact for the engineering teams using our product. You will be required to provide detailed answers to complex technical questions and, ultimately, to be considered a subject matter expert on Epsilon3 and the industry.Primary Responsibilities Of Your RoleServe as the advocate of our clients, understanding their needs, concerns and ensuring that our solutions are helping to solve their problemsPlan and carry out bi-weekly, monthly or quarterly feedback sessions with customersEngage customers in periodic meetings to capture blockers and needed features. Ensure feedback captured in the product roadmap.Create, analyze, and track engagement, usage, and growth metrics and proactively reach out to teams for upsell and churn reduction opportunitiesSchedule and run new customer onboarding and training sessionsImport sample procedures for customers as part of their onboarding processEducate clients on how they can use Epsilon3 to enhance their integration, testing and operationsCommunicate/demonstrate new functionality and set expectations for customer requestsLook for opportunities to grow to new teamsVisit customers as needed/desired for demos and growth opportunitiesCommunicate value propositions of utilizing the Epsilon3 platform and enhance messaging surrounding return on investment for customersDrive renewal rates and reduce churnInfluence future lifetime value through higher product adoption, client satisfaction and overall health/NPS scoresWork with sales to ensure seamless handoffs of new customers and share insights with marketing and training to simplify our customer’s useSupport clients with technical questions and act as an intermediary between client and engineering development teamSecondary Responsibilities Of Your RoleMonitor, triage, and respond to support tickets, chat messages, and messengers for customer issuesManage accurate and complete information in CRMMaintain in-depth knowledge of the product, feature set, and roadmapUnderstand customer business issues and needs as well as additional tools and competitive marketRequired Qualifications3+ years of Client Success or Account Management experience supporting and selling SaaS servicesExperience with account and customer tracking tools as well as CRMsExcellent business acumen, communication skills, and presenceYou bring the level of enthusiastic spirit, reliability and creativity, commitment, time, patience, and humor it takes to work with a fast-growing organizationPassion for efficiency toolsExperience in fast-growing tech startupsExcitement around our industry (Spacecraft, Launch Vehicles, Transportation, etc.)Good communicator with outstanding oral and written communication skillsAbility to work cross-culturally/cross-functionallyFluent in English (additional languages are a plus)Self-starter and able to navigate ambiguity and assess rapidly evolving prioritiesStrong team player with great communication skills and collaborative work ethicLove of learning (technical and otherwise)US Citizenship and/or Permanent Residency (future security clearance may be required)Preferred QualificationsBachelor’s degree in engineeringExperience in the space/aerospace/defense industriesOperations experience in one or more related industriesCommercial level experience and negotiation skillsMaster’s DegreeSalary range: $90,000 - $120,000About Epsilon3
The OS for spacecraft and complex operations
Company Size:
11 - 50 PeopleYear Founded:
2021Country:
United StatesCompany Status:
Actively Hiring
#J-18808-Ljbffr