Technical Account Manager

Viasat; United States; On-site; USD 142,000 - 264,000; Full time

Job summary

Viasat is seeking a senior technical interface for aviation customers to lead service delivery, operations, and account management across the full lifecycle of projects. You will partner with Product, Operations, and Customer Success to ensure outstanding performance and drive adoption of new capabilities in in-flight WiFi initiatives.

You will manage a cross-functional team, deliver technical documentation, lead service reviews, and identify opportunities for growth with airline customers.

Qualifications

• Bachelor's degree or equivalent in Engineering or Business.
• 5+ years of customer-facing experience in a technical management or program management role.
• Excellent interpersonal and communication skills with both technical and non-technical audiences.
• Strong project or program management skills across multiple simultaneous projects.
• Ability to travel up to 25%.

Responsibilities

• Provide technical leadership to aviation customers and internal teams for all account-related activities.
• Act as the customer's technical advocate and gather requirements, use cases, and priorities.
• Serve as the customer's first point of technical escalation for issues.
• Build and grow the technical relationship with the airline as a trusted advisor.
• Lead customer deployment during service launch and stabilization, with primary technical support.
• Identify, propose, and drive technical upsell and expansion opportunities with aviation customers.
• Coordinate with Customer Success Manager to maintain relationships with decision-makers and stakeholders.
• Assess customer and market needs to identify opportunities for Viasat solutions.

Skills

Customer-facing

Technical leadership

Program management

Communication skills

Travel readiness

Education

Bachelor's degree or equivalent in Engineering or Business

Tools

Excel

Microsoft Project

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

This role serves as the primary technical interface for aviation customers, providing leadership, guidance, and hands-on support across the full lifecycle of service delivery, operations, and ongoing account management. This role is integral in helping our Airline customers succeed in their in-flight WiFi strategic initiatives and helping to shape success outcomes. You will partner closely with Product, Operations, and Customer Success Manager to ensure outstanding service performance, drive adoption of new capabilities, and identify opportunities for growth.

The day-to-day

• 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

What you'll need

• 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 non-technical 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 problemsn
• Proficient in productivity applications such as Excel and Project
• Ability to travel up to 25%

What will help you on the job

• Previous airline or OEM experience
• Software and hardware development oversight experience
• Strong negotiating and influencing skills

Salary range

$141,500.00 - $224,000.00 / annually.

For specific work locations within San Jose, the San Francisco Bay area and New York City metropolitan area, the base pay range for this role is $176,000.00- $264,000.00/ annually

At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat's comprehensive benefit offerings that are focused on your holistic health and wellness at https://careers.viasat.com/benefits.

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.