Note: The job is a remote job and is open to candidates in USA. Viasat delivers connectivity solutions for consumers, businesses, governments, and militaries worldwide. The Technical Account Manager serves as the primary technical interface for aviation customers, leading service delivery, operational support, customer relationships, technical escalations, deployments, performance management, and expansion opportunities.
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
Skills
- 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%
- Previous airline or OEM experience
- Software and hardware development oversight experience
- Strong negotiating and influencing skills
Benefits
- Additional cash or stock incentives may be provided as part of the compensation package.
- A range of medical, financial, and/or other benefits may be provided as part of the compensation package, dependent on the position offered.
Company Overview
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