Customer Experience Manager

Job description

🚀 MaiaSpace is a European space tech company, designing, manufacturing and operating competitive and sustainable solutions for space mobility. We are driven by the belief that access to space is a major enabler for a better and more sustainable life on Earth, addressing the challenges faced by humanity: climate, resources, connectivity, and data. Our aim is to successfully design and test a cost-effective and reusable mini-launch vehicle. Customer Experience Manager The Customer Experience Manager (CEM) for Institutional Programs is responsible for ensuring an exceptional customer experience throughout the lifecycle of launch service or development support contracts with governmental, institutional, defense, and international agency customers. She/he will act as the primary interface between the customer and internal stakeholders during execution of the contract for all related aspects from the contract signature. Under the leadership of the Head of Customer Experience & Success Office within the Chief Business Officer’s team the position requires an innovative and agile attitude for all aspects of the corporate portfolio with the ability to create and instill differentiating approaches that will produce a world class Customer satisfaction, program success, commercial growth, and long-term strategic partnerships. The role requires a strong combination of technical understanding, program management expertise, customer relationship management, and contract negotiation skills. The successful candidate will coordinate complex institutional programs while representing the customer's interests internally and the company's interests externally. Missions : Serve as the primary point of contact for institutional and governmental customers throughout the contract lifecycle. Build strong internal and external relationships and support the creation of the infrastructure necessary to ensure an efficient and innovative customer experience, from contract signature through launch/contract closure. Develop and foster strong relationships with space agencies and other public and private institutions. Anticipate customer needs and manage expectations through transparent communication and effective issue resolution. Coordinate with engineering, mission teams, operations, legal, finance, and procurement teams to ensure successful program execution. Lead and/or support the development of key customer tools and documentation, including external company presentations, contractual deliverables, mission analyses, and operations plans. Act as the single point of contact between MaiaSpace and the customer during contract execution. Lead regular customer reviews, executive briefings, and program governance meetings. Monitor program performance, milestones, deliverables, risks, and customer commitments. Manage contracts in close coordination with the legal team, including the preparation of amendments and formal notifications of contractual deliverables, while ensuring compliance with contractual obligations and institutional requirements. Coordinate all financial terms and conditions with the finance and legal teams, including invoicing and monitoring the financial objectives of the mission. Prepare, manage, and execute mission preparation activities (mission analysis, satellite/launcher compliance, satellite qualification) and satellite launch campaigns. Ensure the availability of resources and facilities for satellite launch campaign execution, and support launch campaign planning and execution activities by interfacing directly with the customer team, mission team, and launch base. Prepare and execute the technical and contractual closure of each contract within the assigned portfolio, gathering customer feedback to support the continuous improvement plan. Drive initiatives to improve customer satisfaction and program execution processes, and develop best practices for customer engagement within institutional programs. Monitor all in-house activities during the development phase to ensure regular and accurate reporting to customers. Support the preparation of compelling proposals for follow-on contracts aligned with customer expectations. Lead complex negotiations involving technical, commercial, and programmatic topics. Communicate MaiaSpace's strategic vision and technical capabilities to a wide range of audiences. Collaborate with other team members to achieve shared targets and goals, contributing to the company's overall objectives. Background and Skills Essential Master’s degree in engineering, Aerospace Engineering, Project Management, Systems Engineering, Business Administration, or equivalent. 10+ years of working experience in the space industry with experience in customer interface, sales support or being an end customer/user of launch services Proven experience managing large-scale institutional, governmental, or international customer programs. Exceptional people skills with a demonstrated ability to develop privileged relationships Proven self-starter with autonomous initiative while at the same time embracing the start-up culture and fostering a team environment Strong negotiating skills and able to propose mutually satisfactory solutions Ability to understand and discuss technical topics with engineering and customer teams. Able to represent Maiaspace at worldwide conferences, meetings and events with a positive and professional behavior Fluent in French and English Desired Established network in commercial and institutional target customer groups Knowledge of a third language Job classification (French Metallurgy Collective Bargaining Agreement): G14 Working at MaiaSpace You will be joining a friendly multi-disciplinary team, comprised of multi-skilled people, following Agile and Scrum methodologies. This means that your role and responsibility may evolve over time with varied assignments and challenges depending on priorities and competences. Your work will be hands-on and in close contact with the final product. We are open-minded, transparent, pragmatic, result oriented and people centric. Teamwork is at the heart of how we work together and our co-workers share the same fundamental values: respect, humility, reactivity and autonomy with a passion for technical excellence. Our office space at La Défense is located within the heart of Europe’s largest purpose built business and commercial district with easy access to public transport. Written and spoken communication is in French and English.