Starlink Enterprise Account Lead, Crisis Response

STARLINK ENTERPRISE ACCOUNT LEAD, CRISIS RESPONSE

Starlink, our revolutionary satellite constellation, is delivering low-latency broadband internet around the world. Whether responding to natural disasters or extraordinary circumstances, Starlink has repeatedly provided critical communications in exceptional circumstances. We are looking for an adept and versatile individual to assist with preparations and play a significant role in facilitating our responses. In this role, you'll interface internally across teams and externally with both triage of situations and establishing productive long-term relationships with crisis response agencies and organizations. The ideal candidate has extensive experience working in high pressure environments and with local, state, and federal response agencies as well as private/non-profit organizations around the world.

RESPONSIBILITIES:

• Lead Crisis Response Customer Engagement: Serve as the primary point of contact for a portfolio of crisis response customers, including emergency management agencies, first responders, and military units.
• Develop and Implement Engagement Strategies: Create strategies to support crisis response organizations, ensuring seamless onboarding, account management, and long-term customer success.
• Deliver Exceptional Customer Service: Provide high-quality customer support at scale to crisis response customers and resellers, ensuring their needs are met under tight operational constraints.
• Strengthen Relationships and Identify Needs: Work closely with emergency response stakeholders to understand operational requirements, technical constraints, and mission-critical objectives.
• Advocate for Customer Needs Internally: Translate field insights into actionable improvements for Starlink products and services that enhance response capabilities during disasters and emergencies.
• Ensure Operational Readiness: Monitor account progress, identify risks, and coordinate with internal teams to maintain mission-critical readiness for response customers.
• Streamline Processes: Identify and implement process and system improvements to enhance execution across cross-functional teams and improve crisis response support.

BASIC QUALIFICATIONS:

• Bachelor's degree OR high school diploma/equivalency certificate with 5+ years of professional experience in emergency/crisis response.
• 2+ years of consulting, project management, or crisis response coordination experience.
• 1+ year of experience in a customer/external-facing role.

PREFERRED SKILLS AND EXPERIENCE:

• 1+ year experience with Starlink equipment and systems.
• Ability to manage multiple high-pressure projects with tight deadlines and limited resources. Demonstrated ability to solve problems with a proactive and solutions-driven mindset.
• Direct experience in emergency response, military, firefighting, law enforcement, or emergency management, including experience working outside of the United States.
• Experience working in a crisis with local, state, and federal emergency response agencies (e.g., FEMA, state emergency management offices, National Guard, fire departments, law enforcement, or private/non-profit organizations).
• Strong understanding of disaster response frameworks, interagency coordination, emergency communications, emergency logistics, incident command systems (ICS), or large-scale disaster response.
• Strong written and verbal communication skills, including experience delivering professional briefings or reports.

ADDITIONAL REQUIREMENTS:

• Must be available to work extended hours and weekends as needed to support critical emergency response operations.
• Willingness to travel to customer sites, incident command centers, or emergency response locations if required.
• This is NOT a remote position and would require relocation if not local to the Bastrop, TX area