What you'll doThis 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 nontechnical 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 problems
- 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.
