Technical Account Manager

Viasat, Inc.-posted 3 months ago
$146,500 - $231,000/Yr
5,001-10,000 employees
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As a Technical Account Manager in the Commercial Aviation business area of Viasat Commercial Services you will lead the technical liaison with regional airlines on a day-to-day basis, from contract award through to contract sunsetting. Ideally this role can be fully remote from the East Coast of the United States with in-office working arrangements as needed.

  • Provide business, technical, and product knowledge in support of post sales activities in order to ensure customer satisfaction
  • Address product related questions and technical challenges
  • Educate customers on how existing and new product features and functionality work
  • Generate periodic service performance reports and monitor service metrics to ensure optimal performance
  • Act as the interface to Viasat’s support organization so as to appropriately route customer requests and efficiently address escalations
  • Partner with Business Development teams to build relationships with the customer’s decision makers, business contacts and influencers
  • Ensure hardware and software defects are documented and tracked with appropriate tracking systems
  • Ensure that tickets are resolved professionally and in a manner consistent with the contract
  • Perform quarterly business reviews with the customer
  • Play an active role on the customer deployment team during the service launch and stabilization period, and provides the primary technical support role for production services
  • Work with the customer to understand their technical needs for products and services identifying opportunities for Viasat
  • Provide technical guidance, status, and leadership to the customer and internal teams for all account related activities
  • Conduct weekly / periodic technical interchange meetings, reporting / diagnostic technical information collection, sharing and communication
  • 5+ years of experience in a technical account management role
  • Bachelor’s Degree in Electrical Engineering, Computer Science or Computer Engineering
  • Demonstrated experience managing customer expectations and delivery scope
  • Excellent interpersonal skills that build positive relationships with other team members
  • Solid understanding of TCP/IP and Broadband networking concept
  • Proficiency with Salesforce or equivalent ticketing system and reporting tools
  • Ability to present complex technical material to a variety of audiences
  • Demonstrate the ability to lead multi-functional teams
  • Comfortable with working in a diverse cultured environment
  • Understanding of the satellite communication system
  • Willingness and ability to travel up to 25% within a week's notice
  • Inter-personal and communication skills with the ability to build relationships and manage stakeholders at all levels
  • Project management skills with the ability to run multiple projects simultaneously
  • Planning, forecasting and reporting skills
  • Issue management, problem solving and critical thinking
  • Ability to take the initiative to identify business or customer needs and drive the delivery of appropriate solutions
  • Comprehensive benefit offerings focused on holistic health and wellness
  • Additional cash or stock incentives may be provided as part of the compensation package
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