Technical Account Manager

Quvia; Dubai; Remote; AED 120,000 - 180,000; Full time

Job summary

A leading company in aviation services is looking for a Technical Account Manager to enhance customer support for in-flight entertainment and connectivity systems. The role entails managing customer relationships, analyzing usage data, and collaborating closely with sales to drive business development while traveling across the region. Candidates should have a solid technical background, strong communication skills, and the ability to proactively engage customers for optimal satisfaction.

Benefits

Remote work flexibility

Opportunities for travel

Qualifications

• 5-10 years of experience in technical support, systems, network, or sales engineering.
• Ability to analyze data, identify trends, and implement improvements.
• Experience in SaaS, technology, or telecommunications environments.

Responsibilities

• Oversee customer onboarding and ensure a smooth transition from sales.
• Monitor and manage customer health, ensuring high engagement.
• Collaborate with cross-functional teams to resolve IFEC product issues.

Skills

Communication

Interpersonal Skills

Relationship Building

Data Analysis

Customer Satisfaction

Education

Bachelor's degree in Business, Telecommunications, Information Technology, or related field

Tools

Salesforce

HubSpot

ServiceNow

Job description

About The Role

Quvia is seeking a Technical Account Manager to serve as a trusted subject-matter expert on in-flight entertainment & connectivity (IFEC) within our Aviation team. This individual will be responsible for ensuring a positive customer experience by providing exceptional technical support for both customer-raised and alert-generated issues.

About The Role

Quvia is seeking a Technical Account Manager to serve as a trusted subject-matter expert on in-flight entertainment & connectivity (IFEC) within our Aviation team. This individual will be responsible for ensuring a positive customer experience by providing exceptional technical support for both customer-raised and alert-generated issues.

This role involves acting as a liaison between customers, their vendors and the company, understanding customer needs, and facilitating effective solutions. The Aviation Technical Account Manager will work closely with customers to address their concerns, enhance product usage, and contribute to customer retention and satisfaction. They will work collaboratively with the regional sales manager and support them with their aim to drive business development across the region.

This role is remote, but requires up to 40% travel across the Europe, Middle East, and Asia region to assist with Quvia s business development and provide support to key clients. A valid passport and the ability to obtain necessary visas are essential.

What You'll Do

Customer Relationship Management

• Oversee customer onboarding, ensuring a smooth transition from sales to Customer Success.
• Monitor and manage customer health, ensuring high levels of engagement and product adoption.
• Maintain strong relationships with key customers, acting as an escalation point when needed.
• Ensure internal teams follow up on customer feedback and work to resolve problems that could affect satisfaction or retention.
• Analyse customer data to identify trends in usage, satisfaction, and engagement to drive retention efforts.
  
  

Customer Support & Cross-Functional Collaboration

• Partner with Sales to drive expansions, renewals, and upsell opportunities.
• Respond to customer enquiries and issues raised via various channels, including phone and email.
• Work with Quvia Customer Support to monitor and triage alert-generated issues, ensuring timely resolution and follow-up.
• Provide regular updates to customers on the status of their enquiries and issues.
• Collaborate with customer s vendors and cross-functional internal teams, including Technical Support, Engineering, and Product Management, to troubleshoot and resolve IFEC product issues.
• Act as the primary liaison between the Aviation BU and other departments, including Product, Engineering, and Support.
• Provide feedback to Product and Engineering teams based on customer insights and usage data.
  
  

Proactive Customer Engagement

• Conduct regular check-ins with customers to assess their satisfaction and identify potential issues before they escalate.
• Analyse customer usage data to identify trends and proactively address potential concerns.
• Offer guidance on best practices to enhance product adoption and ensure customers are deriving maximum value from their investment.
  
  

Customer Education And Training

• Help customers understand product features and functionalities.
• Create and maintain educational resources, such as knowledge base articles, FAQs, and how-to guides.
• Assist in onboarding new customers to ensure a smooth transition and positive start.
  
  

What You'll Need

Qualifications

• Bachelor s degree in Business, Telecommunications, Information Technology, or a related field (or equivalent experience).
• 5-10 years of experience in a technical support and/or systems, network, or sales engineering role.
• Strong communication, interpersonal, and relationship-building skills.
• Ability to analyse data, identify trends, and implement improvements based on insights.
• Experience with CRM tools (e.g., Salesforce, HubSpot) and support ticketing system ServiceNow.
  
  

Preferred Skills

• Experience in a SaaS or technology environment.
• Experience with the satellite communications industry is highly desirable.
• Experience collaborating with sales teams and business development to drive revenue is a must.
• Experience within the aviation industry is advantageous.
• Experience in telecommunications is advantageous.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• A proactive mindset with a focus on customer satisfaction and success.
• Familiarity with customer success strategies, processes, and best practices.
  
  

Key Performance Indicators (KPIs)

• Customer retention rates.
• Customer satisfaction (CSAT) Customer Effort (CES) and Net Promoter Score (NPS).
• Product adoption and engagement metrics.
• Upsell and cross-sell revenue.
• Churn rate and renewal success.
  
  

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