Technical Account Manager

Aviation Technical Account ManagerOne team. Global challenges. Infinite opportunities. At Viasat, we're on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments, and militaries around the globe communicate. We're looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.What You'll DoThis role serves as the primary technical interface for aviation customers, providing leadership, guidance, and hands-on support across the full lifecycle of service delivery, operations, and ongoing account management. This role is integral in helping our Airline customers succeed in their in-flight WiFi strategic initiatives and helping to shape success outcomes. You will partner closely with Product, Operations, and Customer Success Manager to ensure outstanding service performance, drive adoption of new capabilities, and identify opportunities for growth.The Day-to-DayProvide technical leadership, status updates, and guidance to both customers and internal teams for all account-related activitiesAct as the customer's technical advocate, delivering clear requirements, use cases, and priorities to Aviation Product and Operations teamsServe as the customer's first point of technical escalation for operational and service-related issuesBuild and grow the technical relationship with the airline in order to establish a position as a trusted and respected advisor to the customerBe a problem solver that proactively leads, finds solutions, and de-escalates issues both internally and externallyManage within a cross-functional, matrix organization of engineers, developers, operations, logistics, and field support as part of the customer programEducate customers on the functionality, capabilities, and operational processes of existing and newly released product featuresEnsure timely, high-quality delivery of technical documentation and softwareLead customer technical interface meetings, including monthly service reviews, readiness reviews, and quarterly business reviewsGenerate and interpret service performance reports, supervising key service metrics (e.g., SLAs) to ensure efficient and consistent performanceDocument, track, and drive resolution of product and service defects in coordination with Aviation OperationsLead the customer deployment team during service launch and stabilization, providing primary technical support throughout production rolloutsIdentify, propose, and drive technical upsell and expansion opportunities with aviation customersPartner with Customer Success Manager to build and maintain positive relationships with customer decision-makers, business stakeholders, and influencersProactively assess customer and market needs to identify opportunities where Viasat solutions can add customer value, collaborating internally on solution design, development, and deploymentWhat You'll NeedBachelor's degree or equivalent experience in Engineering or Business5+ years of customer facing experience in a technical management, program management, or related role in a technological organizationExcellent interpersonal skills and ability to communicate effectively with both technical and nontechnical individualsStrong project or program management skills with the ability to work on and track multiple projects simultaneouslyProven ability to think creatively and strategically when implementing products and solving problemsProficient in productivity applications such as Excel and ProjectAbility to travel up to 25%What Will Help You On The JobPrevious airline or OEM experienceSoftware and hardware development oversight experienceStrong negotiating and influencing skillsSalary Range$141,500.00 - $224,000.00 / annually. For specific work locations within San Jose, the San Francisco Bay area, and New York City metropolitan area, the base pay range for this role is $176,000.00- $264,000.00/ annually At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat's comprehensive benefit offerings that are focused on your holistic health and wellness.EEO StatementViasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.