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Airline Customer Success Manager

4 months ago

Dubai, United Arab Emirates Talent Pal Full time

**Company Description**

On May 31, 2023, Viasat completed its acquisition of Inmarsat, combining the teams, technologies and resources of the two companies to create a new global communications partner.

**About Viasat**

Viasat is a global communications company that believes everyone and everything in the world can be connected. With offices in 24 countries around the world, our mission shapes how consumers, businesses, governments and militaries around the world communicate and connect. Viasat + Inmarsat are developing the ultimate global communications network to power high-quality, reliable, secure, affordable, fast connections to positively impact people's lives anywhere they are—on the ground, in the air or at sea, while building a sustainable future in space.

**Aviation**

The Aviation business is the leading provider of satellite communications solutions to airlines, operators and passengers worldwide, keeping people in touch at 35,000 feet in the sky. We provide the ultimate inflight connectivity experience for the entire aircraft, from voice and safety communications in the cockpit to high-speed, reliable broadband in the cabin.

Bigger challenges. Bolder ideas. Global impact. At Inmarsat + Viasat, we’re on a mission to deliver connections with the capacity to change the world. We’re the company behind the world’s fastest satellite internet service, with technology that’s helping to bridge the digital divide and improve life for our customers around the globe. By providing powerful new ways for people to connect with one another, gain greater access to education, entertainment, medical research, commerce, and much more, our team is empowering millions of customers worldwide.

We’re looking for passionate, innovative professionals to join our team and connect the world to more. You’ll work in a collaborative and inclusive environment that values diverse perspectives and continuous learning, and provides industry-leading benefits with unmatched opportunities for career growth. Our team is fearless in pursuit of new ideas and uncompromising in our quest to become the world’s first truly global Internet Service Provider. Interested in joining our mission? Take a look at career opportunities at Viasat today.

**Responsibilities**:

- Serve as the main focal point for customer needs and requirements for all aspects of the Viasat system and service to deliver and grow the accounts
- Manage day to day relationship and lead multiple weekly calls across all levels of customer leadership, as well as leading Quarterly Reviews and Executive Reviews
- Manage Viasat system delivery from concept to purchase order, certification, delivery and installation on aircraft, through to post-installation and aftermarket support for the life of the customer needs
- Develop and deliver on key strategic and revenue growth objectives in collaboration with leadership, targeting both short and long term goals
- Manage a globally dispersed, 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 deliverables, including implementation plan, project schedule with milestones, project budget and variances, issues & action items log, meeting minutes, risks assessment and contingencies
- Build and grow relationship across multiple airline functional areas to establish position as a trusted advisor to the customer
- Be a problem solver that leads by finding solutions and de-escalating issues internally and externally
- Full P&L responsibility with monthly reporting to Segment President
- Lead negotiation with customer covering service agreement, amendments, change orders, pricing, etc.

**Qualifications**

**Requirements**:

- Significant of Customer facing Account Management / Customer Success Management experience in a technology-oriented organization
- Ability to live in United Arab Emirates and frequently travel to surrounding region
- Excellent interpersonal skills and ability to communicate effectively with both technical and nontechnical internal and external stakeholders
- Strong program management and organizational skills with the ability to work on and track multiple projects simultaneously
- Demonstrated ability to think creatively and strategically when implementing products and solving problems
- English language fluency

**Desirable Experience**
- Previous airline, IFEC supplier or OEM experience
- Business development experience
- Software and hardware development oversight experience
- Demonstratable negotiating and influencing skills
- Exposure to Salesforce related platforms

**Additional Information**

You must be eligible to work in this location advertised.

**Our culture and ways of working**

Our values define our culture and represent what we believe in. Viasat employees aspire to behaviours that support our values, which create a stronger working env