About Seasats:
We are a nimble, highly technical business that provides defense, scientific, and commercial customers with maritime robotics solutions. Our primary products are autonomous surface vehicles (ASVs) built to carry sensors at sea for months at a time.
The company is located in sunny San Diego and includes talented engineers, builders, tinkerers, and business architects. Internally, our work culture is hard working but fun. Externally, we’ve built a reputation for being professional, knowledgeable, and dedicated to getting the job done. For more info, check out seasats.com.
Role: Customer Success Account Manager
Location: San Diego, CA (in-office)
Salary: $115,000-135,000/ yr + stock options, 401k matching, and other benefits.
Role Overview:
Seasats has built a reputation with customers founded on attention to detail and responsiveness. For a long time, any of our customers could text or call our CEO’s personal phone at any time of day (and many of them did). As our customer base has grown, that has become less sustainable, but we still aspire to maintain that level of support. Consequently, we’re looking to hire a customer success account manager. This person will cultivate existing customer relationships and take on new accounts, working to ensure that customers are not just satisfied but thrilled.
About You:
Customer service comes naturally to you. You’re cheerful, empathetic, curious, and a good listener. Your passion for organizing things is widely known, and your communications combine the promptness of a chatbot with the helpfulness of a human expert. You’re comfortable juggling priorities, and you enjoy learning about customers’ missions to understand why they’re asking what they’re asking. Additionally, you have:
- An innate customer service attitude
- Experience working with complex, high-tech products
- 3+ years of experience managing a team of 3-15 people
- Willingness to travel to customer sites and events, particularly as you ramp up over your first year here.
- Proficiency with digital tools including PowerPoint, Word, Slack, Airtable, and Google Suite
- Excellent communication skills
- Excellent organizational skills
- The ability to handle changing priorities
- Initiative to do work yourself and humility to ask for help or delegate
- An address in San Diego (or you’re willing to relocate here)
Bonus points if you have:
- A technical background
- Maritime experience
- Prior military service
- A shipping and logistics background
Role Details
In this position, you’re the in-the-building champion for Seasats’ customers. You’ll act as a key liaison between Seasats’ customers and our team, hearing customers’ problems, communicating them to the team, and shepherding them through to a solution. When things get chaotic, you’re the one who remembers that a customer needs a widget to get to the water by Wednesday, talks to the right people, and ships it on time. To do all this, you’ll work closely with the BD team to understand new relationships and projects, the manufacturing and operations teams to stay aware of timelines, and the engineering team to help resolve technical issues.
In a typical month, you may:
- Maintain a list of all active Seasats customers.
- Conduct periodic customer check-ins to ensure Seasats products and services are exceeding expectations
- Recommend upgrades to customers who would benefit from new payloads or systems.
- Manage asset and personnel availability for field operations and trainings
- Work with operators and instructors to develop and maintain training course material
- Develop a deep understanding of who the customer is, what their mission is, how they operate, what their prior experience with ASVs is, how they are funded, etc.
- Become very familiar with payload capabilities, installation processes, and operations.
- Develop payload-specific documents, workflows and training to ensure mission success
- Support customers during preparation for and execution of Lightfish missions
- Provide excellent customer service:
- Interface with customers about vehicle services and maintenance
- Organize service trips and spare parts shipments when required
- Communicate with customers about recalls or upgrades
- Diagnose problems with customer vehicles and work with internal teams to develop solutions
- Drive continuous improvements:
- Record user feedback on failures and requested improvements
- Work with internal teams to manage priorities and plan new features
Life at Seasats:
If you join, along with your salary, you’ll receive perks including:
- Stock options
- Competitive insurance (including a 99% employer-covered Gold HMO plan or other options)
- 401k matching up to 4% of salary
- Four free lunches per week
- An employee activity fund
- A pet-friendly office
- Unlimited/Flex PTO
We’ll help you ramp up and will regularly take time to discuss what’s working and what’s not. We’re also big on personal freedoms: if you’re on top of your responsibilities and want the afternoon off to surf or spend time with friends and family, go for it! We have flexible hours, accommodating PTO, and a personable, high-achieving work culture. We want someone who’s excited to work hard and have fun in this environment.
Our values are listed below; we’re happy to explain them more during the interview process.
- Get Stuff Done
- Be Kind
- Fight Entropy
- Attack with Overwhelming Force
- Ask More Questions
- Lines, Not Dots
Hiring Notes:
If you decide to apply, you’ll be asked to provide a resume and answer a few screening questions. If we decide to move forward with your application, you can expect no more than 2-3 more rounds of virtual interviews before a final in-person interview. If you have to travel to San Diego, we’ll reimburse pre-approved travel costs.
Please note that we are currently unable to sponsor employment visas, so candidates must be independently authorized to work in the United States.
We appreciate diverse perspectives and life experiences, so we encourage women, minorities, and people of all backgrounds to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We look forward to reviewing your application!