What you'll do

This role serves as the primary technical interface for aviation customers, providing leadership, guidance, and hands-on support across the full lifecycle of service delivery, operations, and ongoing account management. You will partner closely with Product, Operations, and Customer Success Manager to ensure outstanding service performance, drive adoption of new capabilities, and identify opportunities for growth.

The day-to-day

Provide technical leadership, status updates, and guidance to both customers and internal teams for all account-related activities

Act as the customer's technical advocate, delivering clear requirements, use cases, and priorities to Aviation Product and Operations teams
Serve as the customer's first point of technical escalation for operational and service-related issues
Educate customers on the functionality, capabilities, and operational processes of existing and newly released product features
Ensure timely, high‑quality delivery of technical documentation and software

Lead customer technical interface meetings, including monthly service reviews, readiness reviews, and quarterly business reviews
Generate and interpret service performance reports, monitoring key service metrics (e.g., SLAs) to ensure optimal and consistent performance

Document, track, and drive resolution of product and service defects in coordination with Aviation Operations
Lead the customer deployment team during service launch and stabilization, providing primary technical support throughout production rollouts
Identify, propose, and drive technical upsell and expansion opportunities with aviation customers
Partner with Customer Success Manager to build and maintain strong relationships with customer decision-makers, business stakeholders, and influencers

What you'll need

5+ years of customer facing technical account management
Undergraduate technical degree or equivalent experience
Previous in-flight entertainment and connectivity technical, troubleshooting, and support experience
Aviation industry knowledge and regulations expertise (e.g. STC, SB, FARs)

Technical Account Manager