Airline Customer Success Manager

Job Description:

About us

One 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 do

• Serve as the main focal point for customer needs and requirements for all aspects of the Viasat system and service to deliver and grow the accounts
• Manage day to day relationship and lead multiple weekly calls across all levels of customer leadership, as well as leading Quarterly Reviews and Executive Reviews
• Build and grow relationship across multiple airline functional areas to establish position as a trusted advisor to the customer
• Be a problem solver that leads by finding solutions and de-escalating issues internally and externally

The day-to-day

• Develop and deliver on key strategic and revenue growth objectives in collaboration with leadership, targeting both short- and long-term goals
• Manage a globally dispersed, cross-functional, matrix organization of engineers, developers, operations, logistics and field support as part of the customer program
• Develop, maintain, and distribute standard project management deliverables, including implementation plan, project schedule with milestones, project budget and variances, issues & action items log, meeting minutes, risks assessment and contingencies
• Full P&L responsibility with monthly reporting to Segment President
• Lead negotiation with customer covering service agreement, amendments, change orders, pricing, etc.

What you'll need

• 8+ years of Customer facing Account Management / Customer Success Management experience in a technology-oriented organization
• Ability to live in United Arab Emirates and frequently travel to surrounding region
• Demonstrate the ability to lead a team
• Excellent interpersonal skills and ability to communicate effectively with both technical and nontechnical internal and external stakeholders
• Strong program management and organizational skills with the ability to work on and track multiple projects simultaneously
• Demonstrated ability to think creatively and strategically when implementing products and solving problems
• Proficient in productivity applications such as Excel and Project
• English language fluency

What will help you on the job

• Previous airline, IFEC supplier or OEM experience
• Business development experience
• Software and hardware development oversight experience
• Strong negotiating and influencing skills
• Salesforce experience
• Foreign language skills in Arabic an advantage