Airline Customer Success Manager - Inmarsat

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 highquality reliable secure affordable fast connections to positively impact peoples lives anywhere they areon 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 35000 feet in the sky. We provide the ultimate inflight connectivity experience for the entire aircraft from voice and safety communications in the cockpit to highspeed reliable broadband in the cabin.

Bigger challenges. Bolder ideas. Global impact. At Inmarsat Viasat were on a mission to deliver connections with the capacity to change the world. Were the company behind the worlds fastest satellite internet service with technology thats 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.

Were looking for passionate innovative professionals to join our team and connect the world to more. Youll work in a collaborative and inclusive environment that values diverse perspectives and continuous learning and provides industryleading benefits with unmatched opportunities for career growth. Our team is fearless in pursuit of new ideas and uncompromising in our quest to become the worlds first truly global Internet Service Provider. Interested in joining our mission Take a look at career opportunities at Viasat today.

Job 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 postinstallation 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 crossfunctional 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 deescalating 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.

Requirements

• Significant of Customer facing Account Management / Customer Success Management experience in a technologyoriented 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
• Proficient in productivity applications such as Excel and Project
• 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

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 environment and lie at the heart of our continued success as an organisation.

• Customer we provide a unique value to our customers
• Accountability we take ownership we deliver results and we keep our promises
• Respect we collaborate we embrace and celebrate diversity and we value difference
• Excellence we create bold solutions for our customers and put quality at the heart of everything we do

We also value and encourage a healthy worklife balance so we offer flexible working wherever possible. Depending on the operational requirements of your job and your team we can offer compressed hours (nineday fortnight) hybrid officeremote working and flexibility during your working day to take care of personal commitments.

Diversity

We want the best people for the job and we warmly welcome applications from you if youre suitably qualified and eligible regardless of your sex gender age race ethnicity disability sexuality gender identity neurodiverse qualities religion or belief marital status pregnancy or maternity status.

We are signed up to the Halo Hair Code which aims to protect employees who come to work with natural hair and protective hairstyles associated with their racial ethnic and cultural identities.

To give you the best experience possible during your application process and interview we can make adjustments. For example if youre visually impaired well happily meet you locally and help you find your way to our office or if you have neurodiverse qualities we can provide you with additional support to help you prepare for your interview. Please let our Resourcing Team know if there are any ways in which we can support you.