Technical Account Manager

Viasat, Inc.•Carlsbad, CA

About The Position

This 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.

Requirements

Bachelor’s degree or equivalent experience in Engineering or Business
5+ years of customer facing experience in a technical management, program management or related role in a technological organization
Excellent interpersonal skills and ability to communicate effectively with both technical and nontechnical individuals
Strong project or program management skills with the ability to work on and track multiple projects simultaneously
Proven ability to think creatively and strategically when implementing products and solving problems
Proficient in productivity applications such as Excel and Project
Ability to travel up to 25%

Nice To Haves

Previous airline or OEM experience
Software and hardware development oversight experience
Strong negotiating and influencing skills

Responsibilities

Provide technical leadership, status updates, and guidance to both customers and internal teams for all account-related activities
Act as the customer’s technical advocate, delivering clear requirements, use cases, and priorities to Aviation Product and Operations teams
Serve as the customer’s first point of technical escalation for operational and service-related issues
Build and grow the technical relationship with the airline in order to establish a position as a trusted and respected advisor to the customer
Be a problem solver that proactively leads, finds solutions and de-escalates issues both internally and externally
Manage within a cross-functional, matrix organization of engineers, developers, operations, logistics and field support as part of the customer program
Educate customers on the functionality, capabilities, and operational processes of existing and newly released product features
Ensure timely, high‑quality delivery of technical documentation and software
Lead customer technical interface meetings, including monthly service reviews, readiness reviews, and quarterly business reviews
Generate and interpret service performance reports, supervising key service metrics (e.g., SLAs) to ensure efficient and consistent performance
Document, track, and drive resolution of product and service defects in coordination with Aviation Operations
Lead the customer deployment team during service launch and stabilization, providing primary technical support throughout production rollouts
Identify, propose, and drive technical upsell and expansion opportunities with aviation customers
Partner with Customer Success Manager to build and maintain positive relationships with customer decision-makers, business stakeholders, and influencers
Proactively assess customer and market needs to identify opportunities where Viasat solutions can add customer value, collaborating internally on solution design, development, and deployment