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
As a Technical Account Manager in the Commercial Aviation business area of Viasat Commercial Services you will lead the technical liaison with regional airlines on a day-to-day basis, from contract award through to contract sunsetting.
Ideally this role can be fully remote from the East Coast of the United States with in-office working arrangements as needed.
The day-to-day
- Provide business, technical, and product knowledge in support of post sales activities in order to ensure customer satisfaction
- Address product related questions and technical challenges
- Educate customers on how existing and new 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 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 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 you'll need
- 5+ years of experience in a technical account management role
- Bachelor’s Degree in Electrical Engineering, Computer Science or Computer Engineering
- Demonstrated experience managing 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
- Demonstrate the ability to lead multi-functional teams
- Comfortable with working in a diverse cultured environment
- Understanding of the satellite communication system
- Willingness and ability to travel up to 25% within a week's notice
What will help you on the job
- Inter-personal and communication skills with the ability to build relationships and manage stakeholders at all levels
- Project management skills with the ability to run multiple projects simultaneously
- Planning, forecasting and reporting skills
- Issue management, problem solving and critical thinking
- Ability to take the initiative to identify business or customer needs and drive the delivery of appropriate solutions
Salary range
$146,500.00 - $231,000.00 / 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 $177,500.00- $266,500.00/ 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.
