Technical Account Manager, Business Aviation

US - CA - Carlsbad, US - CA - San Jose, US - MA - Boston, US - MA - Marlborough, US - OH - Cleveland, US - TX - Bryan/College Station Ref #8840 04-May-2021

Job description

Bigger challenges. Bolder ideas. Global impact. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. We’re the company behind the world’s fastest satellite internet service, with technology that’s helping to bridge the digital divide and improve life for our customers around the globe. By providing powerful new ways for people to connect with one another, gain greater access to education, entertainment, medical research, commerce, and much more, our team is empowering millions of customers worldwide.  

We’re looking for passionate, innovative professionals to join our team and connect the world to more. You’ll work in a collaborative and inclusive environment that values diverse perspectives and continuous learning, and provides industry-leading benefits with unmatched opportunities for career growth. Our team is fearless in pursuit of new ideas and uncompromising in our quest to become the world’s first truly global Internet Service Provider. Interested in joining our mission? Take a look at career opportunities at Viasat today.

Job Responsibilities
As a Technical Account Manager, you will be dedicated to multiple business aviation accounts and you are the main technical interface person with the original equipment manufacturer, flight department, and dealer network. 

You will be responsible for the following:
  • 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 periodical 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
  • Works with the customer to understand their technical needs for products and services identifying opportunities for Viasat
  • Provides technical guidance, status, and leadership to the customer and internal teams for all account related activities
  • Weekly / periodic technical interchange meetings, reporting / diagnostic technical information collection, sharing and communication

Requirements
  • 7+ years’ experience in a technical account management role
  • Bachelor’s Degree in Business Administration or 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 concepts
  • Proficiency with Salesforce or equivalent ticketing system and reporting tools
  • Ability to present complex technical material to a variety of audiences
  • 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%, domestic and internationally within a week's notice


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Additional Requirements and information

Minimum education:

BA/BS

Years of experience:

Other

Travel:

Up to 25%

Citizenship:

None

Clearance:

None

Worker Classification:

Regular

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Viasat 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.

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