Senior/Manager of Customer Operations & Success in Slough

About Us

Intellian is a leading satellite ground equipment manufacturer. We design, build, and deliver cutting-edge Gateways, VSAT systems, and Electronically Steered Antennas (ESAs) deployed across Land, Maritime, Mobility, and Government/Defense sectors globally.

Role Overview

We are shifting our customer demarcation line from \"factory gates\" to the entire \"product lifecycle.\" As the Senior/Manager of Customer Operations & Success, you will be the ultimate champion for our customers and the guardian of our product performance in the field.

In this senior, highly visible role, you will build and lead a post-sales ecosystem from scratch. Your mission is twofold: oversee the daily operational relationship with our global clients, handling their RMAs, as well as Incident and Problem management. And proactively harness operational data to spot equipment trends early. By extending our visibility into the product lifecycle post-shipping, you will help us identify field defects early, prevent large-scale recalls, protect our brand image, and feed critical real-world insights back into our Engineering, Product, and Quality teams.

This role will also serve as the customer's trusted advisor, champion them internally, and ensure the wider team is aligned on the challenges customers face.

Location: London, Rotterdam, or Luxembourg

Key Responsibilities

Customer Advocacy & Relationship Governance

• Act as the primary, senior-level operational point of contact for strategic accounts across maritime, mobility, land, and gov sectors.
• Lead regular operational reviews (QBRs/MBRs) with customers to review hardware performance, open tickets, and upcoming deployment schedules.
• Collaborate closely with the Sales team to ensure account health, protect recurring revenue, and identify expansion opportunities.

Early-Warning & Lifecycle Data Management

• Recruit, mentor, and manage a small team of support/data analysts dedicated to monitoring field performance data.
• Establish processes to analyze how our Gateways, VSATs, and ESAs perform in real-world environments.
• Proactively identify component or software anomalies in the field to flag defects before they turn into large-population failures, recalls, or escalations.
• Translate field data into actionable feedback for Product Management, R&D, and Quality Assurance to improve future product generations.

Day-to-Day Customer Operations & Execution

• Oversee the end-to-end post-sale execution pipeline, ensuring seamless coordination across multi-department internal teams:

-Technical Support: Ensuring Tier 1/2/3 tickets are closed within acceptable timelines.

- Logistics/Supply Chain: Managing customer hardware shipments, order tracking, and delivery timelines.

- RMA (Return Merchandise Authorization): Streamlining the hardware return, repair, and replacement lifecycle to minimize customer downtime.

Key Performance Indicators (KPIs)

• Mean Time to Detection (MTTD): Speed of identifying systemic hardware/software defects in the field.
• Incident and Problem management: Time to respond, Time to resolve.
• Customer Satisfaction (CSAT) / Net Promoter Score (NPS) for post-sales support.
• RMA Turnaround Time (TAT) and backlog reduction.
• Successfully building and onboarding the junior customer operations support team.

Qualifications & Requirements

Experience & Industry Knowledge

• Minimum 7–10 years of experience in Service Delivery Management, Customer Operations, or Customer Success within a high-tech engineering or hardware environment.
• Sector Expertise: Direct experience in Satellite Communications (Satcom) is highly preferred—ideally, having worked for a satellite operator, service provider, or ground-segment hardware manufacturer.
• Alternative: A strong background in Telecommunications (Telco) infrastructure or complex network hardware will be highly valued.
• Proven experience building, hiring, and managing small, high-performing operational or analytical teams.

Skills & Competencies

• Communication & Presentation: Exceptional verbal and written communication skills. You must be comfortable presenting technical data, root-cause analyses, and mitigation plans to C-level client executives.
• Data-Driven Mindset: Ability to steer a team that looks at logs, telemetry, or operational metrics to identify trends and systemic hardware anomalies.
• Cross-functional Diplomat: Proven ability to command respect and collaborate across conflicting internal boundaries (e.g., pulling logistics, engineering, and sales together to solve a client crisis).

Language Requirements

• English: Native or full professional proficiency is a must.
• French or Korean: Professional proficiency is a strong plus (due to key regional markets/customers).