Deputy Customer Success Manager

2 weeks ago

Carlsbad, United States ViaSat Full time
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

As a Deputy Customer Success Manager, you will be a focal point of contact for customers' queries and requirements for all Viasat systems and services part of their account. You will work closely with the Customer Success Manager (CSM) in developing outstanding client relationships, supporting on proposals, accounts, presentations and contract negotiations.

Our team is excited to offer this role as an opportunity to progress in your career. In fact, we will support your development through mentoring, coaching, and loads of on-the-job learning, from our team and leadership, to enable you to grow towards the Customer Success Manager role.

This role is offered with the flexibility to work remotely, in one of the countries listed as "posting locations" for this role on our Careers page.

The day-to-day

  • Provide support to Customer Success Manager and in the day-to-day customer relationship across all levels of the organization, as well as assisting in Quarterly Reviews and Executive Reviews.
  • Manage Viasat system delivery through entire process, i.e., concept, purchase order, installation, certification, and installation on aircraft.
  • Help develop and deliver key strategic and revenue growth objectives in collaboration with leadership, targeting both short and long-term goals.
  • Support the CSM in managing a cross-functional, matrix organization of engineers, developers, operations, logistics and field support personnel as part of the customer program.
  • Help build and grow relationships across multiple airline functional areas to establish a position as a trusted advisor to the customer.
  • Be a problem solver that leads by finding solutions and de-escalating issues internally and externally.
  • Involvement in P&L and other financials (e.g. coordination with the billing team, invoicing, reporting, reconciliation, etc.).
  • Provide support to CSM in negotiation with customer covering service agreements, amendments, change orders, pricing, etc.
What you'll need
  • Bachelor's degree or equivalent experience.
  • 3+ years of Customer facing Account Management experience in a technological organization, ideally in the aviation industry .
  • Confident in clearly presenting concepts with technical and non-technical audiences.
  • Proven ability to think creatively and strategically when implementing products and solving problems.
  • Strong data and analytical abilities.
  • Able to travel fairly frequently, on average 2-4 short trips a month.
What will help you on the job
  • Previous airline or OEM experience.
  • Software and hardware development oversight experience.
  • Comfortable in supporting, influencing and at times negotiating.
  • Curiosity in the aviation and telecommunication / satellite industry.

#Li-Remote

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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