Technical Account Manager MEA

About the position

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. In this role, you will provide business, technical, and product knowledge in support of post-sales activities to ensure customer satisfaction. You will address product-related questions and technical challenges, educate customers on how existing and new product features and functionality work, and generate periodic service performance reports to monitor service metrics for optimal performance. You will act as the interface to Viasat's support organization to appropriately route customer requests and efficiently address escalations. Additionally, you will partner with Business Development teams to build relationships with the customer's decision-makers, business contacts, and influencers, ensuring that hardware and software defects are documented and tracked with appropriate systems. You will also perform quarterly business reviews with the customer.

Responsibilities

• 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 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, providing primary technical support for production services.
• Work with the customer to understand their technical needs for products and services, identifying opportunities for Viasat.
• Provide technical guidance, status, and leadership to the customer and internal teams for all account-related activities.
• Conduct weekly/periodic technical interchange meetings, reporting/diagnostic technical information collection, sharing, and communication.

Requirements

• 8+ years' 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 concepts.
• 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.

Nice-to-haves

• 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.