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:
- Serve as a trusted customer advocate for a portfolio of airline customers.
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Manage commercial, contractual, product, and service-related inquiries through a centralized ticketing platform.
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Maintain regular customer engagement through structured touchpoints
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Monitor customer health indicators and proactively address potential risks to customer satisfaction and retention.
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Support customers through onboarding, service adoption, and operational improvement initiatives.
The day-to-day:
- Find opportunities for service expansion, fleet growth, technology upgrades, and adoption of new products.
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Partner with Sales and Business Development teams to support revenue growth initiatives.
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Prioritize engagement with customers demonstrating strategic growth potential.
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Contribute to customer renewal and retention strategies
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Use ticketing systems to triage, track, and manage customer requests.
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Ensure timely response and resolution of customer inquiries while meeting established service levels.
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Follow established CSM playbooks, processes, and governance standards.
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Support continuous process improvement initiatives focused on scalability and automation.
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Leverage AI-enabled tools and knowledge systems to improve productivity and customer outcomes.
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Monitor customer activity, service performance, usage trends, and key success metrics.
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Generate and communicate customer insights through dashboards and reporting tools.
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Track customer sentiment and identify leading indicators of churn risk or expansion opportunities.
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Support automation initiatives related to reporting, billing, SLA tracking, and account monitoring
What you'll need:
- Bachelor's degree in Business, Aviation, Technology, Communications, or related field.
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3–7 years of experience in Customer Success, Account Management, Airline Services, SaaS, Telecommunications, or Technology Services.
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Experience managing multiple customer accounts within a structured service environment.
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Strong customer-facing communication and stakeholder management skills.
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Experience working with CRM and ticketing platforms (e.g., ServiceNow, Salesforce, Zendesk, Jira, or similar).
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Ability to balance competing priorities across multiple customers and projects.
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Strong analytical and problem-solving capabilities.
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Excellent written and verbal English communication skills.
What will help you on the job:
- Experience supporting airline, aviation, satellite connectivity, telecommunications, or managed service customers.
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Understanding of customer lifecycle management, SaaS adoption, and renewal processes.
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Experience with KPI reporting, customer health scoring, and customer analytics.
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Knowledge of inflight connectivity (IFC), airline operations, or aviation technology environments.
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Experience working in globally distributed teams
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.
