Loading...

Principal Customer Portal & Application Product Manager

Req ID:  32041
Travel:  Less than 10%
Location: 

McLean, VA, US, 22102

Education:  Four-year college degree
Experience:  At least 7 years of experience required
Equivalency:  Combination of education & experience considered

 

 

 

Your role in helping us shape the future:

Intelsat launched an industry leading tool which streamlines service delivery and product management activities for one of the worlds most advanced global satellite and ground networks.  We are growing the team and seeking a candidate that lives digital and is the voice of our customer.   

You will focus on delivering value to end-users, across all verticals that Intelsat services, by simplifying and streamlining service delivery.  You will serve as an internal champion by facilitating cross-functional approaches to operationalizing all aspects of digital service delivery.  You will be instrumental to facilitating internal and external relationships to deliver on the promise.    

 

Are you up to the challenge?

  • Facilitate communications and be the conduit between Intelsat’s Operational teams and the customer.  Work with customer onboarding, provisioning, network engineering and the NOC to simplify customer interactions with Intelsat.
  • Improve operational efficiencies and resolve operational issues via automation solutions.
  • Provide a channel to product enhancements, with a goal to reduced customer churn, expand revenue opportunity, increase customer product adoption, and create raving fans of Intelsat’s services.  Enhance and maintain the internal and external Service Management Portal Roadmap.
  • Collaborate cross-functionally to shepherd customers through the digital onboarding process by providing clear guidance about next steps, maintaining open lines of communication, and connecting customers to the appropriate internal resources.
  • Lead post-sales customer lifecycle activities including training, professional services, technical support, platform expansion, and be the customer advocate.

 

Can you drive these processes?

  • Proactively feed the backlog with decisions based on customer needs and corresponding analysis.  Define critical problems to be solved.  Use a formal process to present findings and recommend specific actions that relate to business objectives.  Propose alternative business strategies as appropriate. 
  • Instruct others on processes and procedures. Advise the customer on most favorable approach, anticipate potential issues to proactively circumvent issues. Adapt to exceptions and develop new procedures / workarounds for others to use. Resolve issues pertaining to scope and works with team members on schedule, budget, and drive change.
  • Regularly update product knowledge to understand new features. Understand the primary network technologies and partners / competitors in the satellite space. Understand the go-to-market strategy and positioning of products. Navigate Intelsat’s digital product platform and conduct portal demonstrations.

 

You should definitely have:

  • A 4-year degree in Business, Business Information Technologies, Telecommunications / Satellite Engineering. 
  • A minimum of 7-years of recent, relevant experience that includes operations, product requirements development and leading customer facing initiatives.
  • In-depth knowledge of industry standard Satellite Network Management Systems, distribution technologies, Enterprise & Mobility services, end-user applications.
  • Strong project/program management skills.
  • The ability to understand the customer's business strategies to become an advocate for profitability on behalf of the customer.
  • Effective English language skills both written and verbal.
  • Proficiency in the Atlassian Stack.
  • The ability to establish role throughout the organization. Shares knowledge, empowers and gives credit, establishing trust, credibility, and goodwill.

 

It would be nice if you had:

  • Led a previous applications development / customer experience related program in the Satellite or Telecommunications industry.

 

What it’s like to work with us:

Intelsat is connecting the world and transforming the satellite landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. To help us reach this goal, you should be a bold thinker who will perform a key role in shaping Intelsat innovation for years to come.

  • We emphasize personal and professional growth
  • Awesome benefits including PTO, medical, tuition reimbursement, and training
  • Fun, diverse, and inclusive culture

#LI-KT

 

  • This role is subject to ITAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).
  • These statements are intended to describe the general nature and level of work being performed by employees assigned to this job.  This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
  • Company description: Intelsat is the largest provider of fixed satellite services worldwide. We enable providers of media, telecom and government services to deliver information and entertainment to people at home, in the office or on the move. On a day-to-day basis, Intelsat supplies video, data and voice connectivity in approximately 200 countries and territories for approximately 1,800 customers, many of which Intelsat has had relationships with for over 30 years. Some of the world’s leading media and communications companies, multinational corporations, Internet service providers and government/military organizations hallmark Intelsat’s customer base. Customers access capacity through extensive service offerings, which include transponder services, hybrid managed services combining satellite capacity and terrestrial facilities, and channel services.


Nearest Major Market: Washington DC