Aviation Account Manager IFE IFC

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 Youll Do

The Technical Account Manager will be the technical liaison with leading regional airlines on a day to day basis, from Contract award, through to contract sunsetting.

The day-to-day

• Provide business, technical IFC/ IFE product knowledge in support of post sales activities in order to ensure customer satisfaction
• Address product related questions and technical challenges
• Educate aviation customers on how existing and new IFC 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 aviation 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 IFC 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
  
  
  

What Youll Need

• Experience with a IFE/ IFC technical account management role
• Bachelor’s Degree in Electrical Engineering, Computer Science or Computer Engineering
• Demonstrated experience managing aviation 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
• Understanding of the satellite communication system
• Willingness and ability to travel up to 25% within a weeks notice
  
  
  

What Will Help You On The Job

• Demonstrate the ability to lead multi-functional teams
• Comfortable with working in a diverse cultured environment
  
  
  

EEO Statement

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. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.

---