Airline Customer Success Manager

Viasat Government; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading technology organization is seeking an experienced Account Manager to act as the primary liaison for customer needs. The role involves managing complex accounts, leading cross-functional teams, and ensuring customer satisfaction while achieving strategic goals. Ideal candidates should possess strong interpersonal skills, a creative problem-solving approach, and the ability to operate effectively in a technology-oriented environment.

Qualifications

• 8+ years of experience in Account Management.
• Fluency in English and ability to work with diverse stakeholders.
• Proven ability to lead teams and manage multiple projects.

Responsibilities

• Lead customer engagement and maintain relationships across all levels.
• Manage a cross-functional team for service delivery and customer satisfaction.
• Develop project plans including budgets and timelines.

Skills

Customer facing Account Management

Interpersonal skills

Creative thinking

Strong program management

Tools

Salesforce

Excel

Project

Job description

• 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
  
  

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
  
  

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.

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