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)
