Technical Account Manager

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. The Technical Account Management (TAM) team is responsible for technical leadership throughout the customer lifecycle both externally and internally. This means that the TAM is the primary technical contact who leads technical exchanges with customers, including but not limited to providing technical guidance, status, and leadership to the customer and internal teams for all account related activities. The TAM will be a trusted advisor for the customer and work with them to understand their technical needs for products and services, identifying opportunities for Viasat. The role includes defining, clarifying, and advising on customer requirements, lab requirements, and testing support, as well as managing delivery of documentation and software release processes.

Responsibilities

• Provides technical guidance, status, and leadership to the customer and internal teams for all account related activities.
• Be a trusted advisor for the customer and work with the customer to understand their technical needs for products and services, identifying opportunities for Viasat.
• Define, clarify, and advise on customer requirements, lab requirements, and testing support.
• Conduct weekly/periodic technical interchange, performance reporting, sharing information and other technical communications.
• Manage delivery of documentation and software release process.
• Act as the customer technical first point of escalation for operational issues.
• Identify and review SLA exclusions, facilitate process improvement, and change in coordination with the agreement, customer, and product evolution.
• Optimize service quality and passenger experience by implementing best practices across Viasat customers, programs, and verticals.
• Build customer relationships and support business development.
• Act as a customer advocate and internal lead to ensure that technical issues are fully resolved and customer impact is understood.
• Work with product & program teams and DevOps on new airline/aircraft/feature onboarding and scheduling.
• Coordinate with program managers and across the organization to ensure prioritization, planning, testing, deployment, and monitoring.
• Manage and support internal and external needs related to software, portal, configuration items, and content.

Requirements

• Experience in a technical account management role.
• Bachelor's Degree in Electrical Engineering, Computer Science or Computer Engineering or another related degree.
• Demonstrated experience managing customer expectations and delivery scope.
• Excellent interpersonal skills that build positive relationships with customers and 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.