Customer Success Operations Analyst

Umbra builds next-generation space systems that observe the Earth in unprecedented fidelity. 

Our mission: Deliver global omniscience.

To stay ahead of climate change, geopolitical risk, and other major crises and issues, we need a global understanding of what is changing, where, and how fast. Umbra provides easy access to the highest quality commercial satellite data available, which is an indispensable tool for the growing number of organizations monitoring the Earth. We empower our customers to create the solutions that inform, inspire, and address our planet’s most pressing needs. We’re helping to create a brand new industry that has never meaningfully existed before.

The Customer Success Operations Analyst position offers a unique chance to learn many different aspects of the commercial Earth observation business, most specifically go-to-market, customer service, and operations.  The ideal candidate is passionate about remote sensing, has some relevant experience or education, and is willing to wear many different hats in service of our customers and the Global Solutions team.  This position can be located in Santa Barbara CA, Austin TX, or Raleigh/Durham NC.

Internally, a large part of the role focuses on billing reconciliation;  ensuring that Umbra provides accurate information to our finance team about what, how, and whom to invoice.  This includes more tactical, detailed work to review customer tasks but also the more strategic work of partnering with our product and finance team to suggestion programmatic billing solutions and collaborating with our Customer Succes Managers to understand the customers’ desired outcomes.

Externally, you will support the most creative and effective remote sensing teams in the world.  You will help them incorporate Umbra data into products spanning insurance, climate change, defense and intelligence, commodities, and dozens of other fascinating markets.  You will be on the front line of Umbra’s customer support motion and field inquires across our customer base on topics ranging from banal password reset problems to esoteric opinions on radiometric calibration (don’t worry, you don’t have to know what that means ). You will guide customers to appropriate documentation, route their questions to the appropriate internal teams, and set the tone for the entire organization for how we respectfully and helpfully serve customers.

Excellence in this role means that our customers have clarity, our Customer Success Managers have support, and our Product Managers have requirements.  Success in this role means opportunities for growth in the scope and/or breadth of your career within Umbra and the remote sensing field.

Key Responsibilities

• Manage the weekly and monthly reconciliation of customer tasks to ensure accurate billing and pricing information is provided to finance.
• Coordinate the customer feedback triage process by serving as Tier 1 support for externally submitted customer requests and internally submitted requests from the go-to-market team (Customer Success Managers, Business Development Representatives, etc).
• Decide when and how to escalate to Tier 2 support in software, collection optimization, and space systems.
• Handle administrative processes to support Umbra’s Canopy platform.  Examples: User creation, org creation, credential provision.
• Serve as an internal expert for Umbra internal tools & systems.  Provide feedback that will influence the future development path of these tools & systems.
• Identify customer product needs, both stated and unstated, and document them as an input to our product roadmap.
• Proactively identify and recommend overall customer service optimizations in terms of processes, tooling, and methodologies.
• Help the company develop or refine one to many customer resources such as product guides, video trainings, API documentation, etc.

Basic Qualifications

• Availability to respond expediently to inbound customer communications during normal work hours
• Direct experience in a customer service or customer support role in a related or analogous industry
• Demonstrated aptitude for quickly learning the fundamentals of new and technical fields.
• Good judgement in knowing when to escalate problems based on the priority and urgency of the situation as well as the likelihood of other functions having an immediate solution.
• Strong written and verbal communication skills.
• Desire to work in a dynamic and fast-paced startup environment.
• Flexibility to help the Global Solutions team across the customer lifecycle, helping with key pre-sales and onboarding tasks as needed.
• Willing to support on-call shift assignments as needed and occasionally support odd hours near key business and operational milestones, such as overnights and/or weekends

Desired Qualifications

• Experience providing customer support in a highly technical field
• Skill following, refining, and scaling formal business processes
• Experience working with remote sensing data in an applied setting
• Fluency in Slackmojis and multiple forms of memes

In-Office Perks (if applicable)

• Standing desks
• Downtown HQ with Free Snacks & Drinks
• Free Parking
• Catered lunches

Remote Work Perks (if applicable)

• Optional support for a coworking desk
• Optional support for equipment to support productivity at home

Umbra is an Equal Opportunity Employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Employment Eligibility Verification:

In compliance with federal laws, all hired persons will be required to verify their identity and eligibility to work in the United States by completing the required Employment Eligibility Verification Form (I-9 Form) upon hire.

ITAR/EAR Requirements:

This position may include access to technology and/or data that is subject to U.S. export controls pursuant to ITAR and EAR. To comply with federal export controls, all persons hired must be a U.S. citizen, U.S. national, U.S. lawful permanent resident, refugee or asylee as defined by 8 U.S.C. § 1324b(a)(3), or must otherwise be eligible to obtain the required authorizations from the U.S. Department of State and/or U.S.Department of Commerce as applicable.

Pay Transparency:
This job posting may span more than one career level. To provide greater transparency to candidates, we share base ranges for all job postings regardless of state. We set standard base pay ranges for all roles based on function and level benchmarked against similar stage growth companies. Final offer amounts are determined by skills, responsibilities and relevant work experience.