Airline Customer Success Manager

What Youll Do

• Serve as the main focal point for customer needs and requirements for all aspects of the Viasatsystem 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
• 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
  
  
  

• 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
• Full P&L responsibility with monthly reporting to Segment President
• Lead negotiation with customer covering service agreement, amendments, change orders, pricing, etc.
  
  
  

• 8+ years 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
• Demonstrate the ability to lead a team
• 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
• Proficient in productivity applications such as Excel and Project
• English language fluency
  
  
  

• Previous airline, IFEC supplier or OEM experience
• Business development experience
• Software and hardware development oversight experience
• Strong negotiating and influencing skills
• Salesforce experience
• Foreign language skills in Arabic an advantage