Technical Account Manager

About us

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

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:

• 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 works 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.
• Weekly/periodic technical interchange, performance reporting, sharing information and other technical communications.
• Manages delivery of documentation and SW release process.
• Customer technical first point of escalation for operational issues.
• Identify and review SLA exclusions, facilitates process improvement, and change in coordination with the agreement, customer, and product evolution.
• Optimizes service quality and passenger experience by implementing best practices across Viasat customers, programs, and verticals.

We are also active on:

• Customer relationship building and business development.
• Being Customer advocate and internal lead to ensure that technical issues are fully resolved and customer impact is understood.
• Working with product & program teams and DevOps on new airline/aircraft/feature onboarding and scheduling (e.g., Salesforce).
• Coordinating with the program managers and across the organization to ensure prioritization, planning, testing (CAT execution with customer), deployment, and monitoring.
• Coordinating, managing and supporting internal and external needs related to software, portal, configuration items, and content (e.g., beam data table, portal, advertising deployments and reporting, shaping rule, whitelist, network change notifications and management, route file management).

The day-to-day

• 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

• 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 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.

What will help you on the job

• 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.

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 .

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