Enterprise-Customer Promise Recovery Leader

The mandate

Enterprise customers have received different statements about beam availability, terrestrial fallback, installation readiness, restoration priority and the performance achievable at remote sites. A maritime customer invoked termination rights after Sales promised a recovery clock that Network Operations had never accepted. The customer-operations executive was removed, leaving five strategic accounts under formal cure notices and internal teams arguing about whose representation binds the company.

The nine-month mandate starts within one week and covers promise inventory, technical evidence, approval thresholds, account recovery, restoration language, deployment readiness, exception control and customer communication. Two network-control residencies and five account reviews will connect commercial statements with actual capacity and recovery options. Immediate work must stabilise cure notices without creating new promises that outrun licensed coverage or operational reality.

Handover requires all five accounts off cure escalation, one controlled promise register, documented authority for coverage and restoration statements, and two quarterly account cycles without an unsupported commitment. A permanent leader joins by month seven and must chair an unforeseen capacity collision plus remote-site delay during a five-week overlap, reaching a customer position from controlled evidence.

The interim may withdraw unsupported noncontractual statements, require technical sign-off, approve authorised service recovery up to EUR 4 million, allocate customer-engineering specialists and chair commitment decisions. Contract amendment, satellite capacity investment, regulatory representation and claims settlement above threshold remain reserved. The role cannot promise priority that would unlawfully or unsafely disadvantage emergency-service customers.

Network architecture, satellite procurement, long-term product strategy, spectrum licensing, sales compensation, litigation and permanent organisation redesign sit outside this assignment. The leader governs representations and recovery at the customer-enterprise boundary rather than running the network. A potential safety, sanctions or licensing issue moves to its specialist authority regardless of account pressure.

Why this seat is open

Commercial growth outpaced the controls connecting market language to technical and restoration authority. The terminated executive had permitted account-specific exceptions without one register, and the first contractual challenge exposed the accumulated exposure. Temporary executive ownership is needed to restore credible commitments before a permanent leader inherits strategic accounts.

What you will own

• Inventory contractual and noncontractual promises covering coverage, capacity, installation, fallback, restoration and customer priority.
• Decide which representations are evidenced, conditioned, corrected or withdrawn within delegated commercial and technical rules.
• Recover five cure-notice accounts through one fact base, named decision rights and controlled customer communication.
• Establish approval thresholds linking Sales, Network Operations, capacity planning, legal, licensing and emergency-service obligations.
• Govern exception records, technical sign-off, recovery spend, customer acknowledgement and expiry of temporary commitments.
• Test the promise discipline through network-capacity, terrestrial-fallback, remote-installation and restoration-priority scenarios.
• Transfer two clean account cycles and an unfamiliar capacity-plus-site conflict to the incoming permanent executive.

Candidate qualifications

• Held strategic customer-operations authority in satellite, carrier, managed-network or another capacity-constrained infrastructure service.
• Recovered major accounts after commercial representations diverged from technical capacity, deployment or restoration reality.
• Understands coverage evidence, service priority, fallback, field readiness and regulatory constraints without usurping engineering authority.
• Has corrected unsupported customer statements while protecting trust, legal position and essential-service obligations under pressure.
• Managed Sales, network control, customer engineering, Legal, Licensing and regional account leaders across disputed commitments.
• Completed successor transfer through a live capacity collision requiring both technical evidence and commercially credible communication.

Non-negotiables

• Can start in Madrid within one week and complete five account reviews plus two control-centre residencies.
• Brings enterprise connectivity commitment recovery; customer-success leadership without network constraint experience is inadequate.
• Will not trade away licensing, sanctions, safety or emergency-service obligations to preserve a commercial promise.
• Accepts capacity investment, contract change, regulatory representation, major settlement and permanent design as reserved.

1. 49 words maximum. Describe a customer promise you corrected because network capacity could not support the commercial wording.
2. 49 words maximum. What is your earliest Madrid start date and availability for two control-centre residencies?
3. 49 words maximum. Which evidence should govern a disputed restoration-priority representation to an essential-service customer?