Business Aviation Technical Account Manager

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.

As a Business Aviation Technical Account Manager, you will be dedicated to multiple business aviation accounts and you are the main technical and program communicate with Aircraft OEMs, flight departments, and our dealer network.

• Be a problem solver who proactively leads, finds solutions and de-escalates issues both internally and externally
• Provide business, technical, and product knowledge in support of post sales activities 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 to appropriately route customer requests and efficiently address critical issues
• Partner with Business Development teams to form relationships with customers' decision makers, business contacts, and influencers
• Ensure hardware and software defects are documented and tracked with appropriate tracking systems
• Ensure that support tickets are resolved professionally and consistent with the contract
• Perform periodical business reviews with OEM and fleet customers
• 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 customers to understand their technical needs for products and services finding opportunities for Viasat
• Provides technical guidance, status, and leadership to customers and internal teams for all account related activities
• Manage within a 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 results, including implementation plan, project schedule with achievements, project budget and variances, issues and action items log, meeting minutes, risks assessment, and contingencies
• Weekly / periodic technical interchange meetings, reporting / diagnostic technical information collection, sharing and communication

• 10+ years of proven experience in a technical account facing role
• Bachelor's Degree, (STEM preferred) or equivalent experience
• Demonstrated experience managing customer expectations and delivery scope
• Excellent interpersonal skills that build positive relationships with other team members
• Solid understanding of business aviation aircraft platforms
• Proficiency with Salesforce or equivalent ticketing system and reporting tools
• Ability to present complex technical material to a variety of audiences
• Ability to lead multi-functional teams
• Understanding of satellite communication systems and technologies
• Willingness and ability to travel up to 25%, domestic and internationally

• Bachelor's Degree, (STEM preferred)
• Solid understanding of TCP/IP and Broadband networking concepts
• Comfortable with working in a culturally diverse environment

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.