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Technical Account Manager

Technical Account Manager

QuviaHollywood, FL, US
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Job Description

Job Description

Salary : JOB DESCRIPTION

Job Title : Technical Account Manager

Department : Aviation

Location : Central or Southern Florida

About Quvia

Quvia is the first AI-powered quality of experience (QoE) management platform for things that move, like ships and planes, transforming connectivity and digital experiences even in the most remote and hard-to-reach places. The Quvia platform uses AI and machine learning to seamlessly blend any combination of connectivity, regardless of provider, orbit or network, into one, vendor-neutral environment. It then delivers comprehensive, end-to-end analytics and dynamic network orchestration that optimizes for the best possible QoE and end-user experiences. Today, Quvia works with world-leading, Fortune 500 companies in aviation, cruise, shipping and more.

Your Role

Quvia is seeking a Technical Account Manager to serve as a trusted subject-matter expert on in-flight entertainment & connectivity (IFEC) within our Aviation team. This individual will be responsible for ensuring a positive customer experience by providing exceptional technical support for both customer-raised and alert-generated issues.

This role involves acting as a liaison between customers, their vendors and the company, understanding customer needs, and facilitating effective solutions. The Aviation Technical Account Manager will work closely with customers to address their concerns, enhance product usage, and contribute to customer retention and satisfaction. They will work collaboratively with the regional sales manager and support them with their aim to drive business development across the region.

This is an ideal role for someone who is an engineer and has moved into a technical account management position or is an engineer who is interfacing with customers on a daily basis. We are especially interested in individuals who come from a networking / software / cloud or DevOps background.

This hybrid position requires a blend of remote work and in-office collaboration at our South Florida office. Candidates must be based in FL state to apply for this position due to the periodic travel to our South Florida office. Candidates must also have flexibility to travel quarterly to customer sites.

What You'll Do

Customer Relationship Management :

  • Oversee customer onboarding, ensuring a smooth transition from sales to Customer Success.
  • Monitor and manage customer health, ensuring high levels of engagement and product adoption.
  • Maintain strong relationships with key customers, acting as an escalation point when needed.
  • Ensure internal teams follow up on customer feedback and work to resolve problems that could affect satisfaction or retention.
  • Analyse customer data to identify trends in usage, satisfaction, and engagement to drive retention efforts.

Customer Support & Cross-Functional Collaboration :

  • Partner with Sales to drive expansions, renewals, and upsell opportunities.
  • Respond to customer enquiries and issues raised via various channels, including phone and email.
  • Work with Quvia Customer Support to monitor and triage alert-generated issues, ensuring timely resolution and follow-up.
  • Provide regular updates to customers on the status of their enquiries and issues.
  • Collaborate with customers vendors and cross-functional internal teams, including Technical Support, Engineering, and Product Management, to troubleshoot and resolve IFEC product issues.
  • Act as the primary liaison between the Aviation BU and other departments, including Product, Engineering, and Support.
  • Provide feedback to Product and Engineering teams based on customer insights and usage data.

    • Proactive Customer Engagement :

  • Conduct regular check-ins with customers to assess their satisfaction and identify potential issues before they escalate.
  • Analyse customer usage data to identify trends and proactively address potential concerns.
  • Offer guidance on best practices to enhance product adoption and ensure customers are deriving maximum value from their investment.

    • Customer Education and Training :

  • Help customers understand product features and functionalities.
  • Create and maintain educational resources, such as knowledge base articles, FAQs, and how-to guides.
  • Assist in onboarding new customers to ensure a smooth transition and positive start.

    • What You'll Need

  • Candidates must be based in FL.
  • Bachelors degree in Business, Telecommunications, Information Technology, or a related field (or equivalent experience).
  • 5-10 years of experience in a technical support and / or systems, network, or sales engineering role.
  • Strong communication, interpersonal, and relationship-building skills.
  • Ability to analyse data, identify trends, and implement improvements based on insights.
  • Experience with CRM tools (e.g., Salesforce, HubSpot) and support ticketing system ServiceNow.

    • Preferred Skills :

  • Experience in a SaaS or technology environment.
  • Experience with the satellite communications industry is highly desirable.
  • Experience collaborating with sales teams and business development to drive revenue is a must.
  • Experience within the aviation industry is advantageous.
  • Experience in telecommunications is advantageous.
  • Ability to manage multiple tasks and priorities in a fast-paced environment.
  • A proactive mindset with a focus on customer satisfaction and success.
  • Familiarity with customer success strategies, processes, and best practices.

    • What We'll Offer

  • Competitive Salary
  • Performance Bonus
  • Stock Options
  • Private Healthcare Plan including optical and dental care
  • Life Insurance
  • Flexible PTO + 13 US holidays
  • 401k plan
  • Monthly Phone Allowance

    • Quvia will never ask to interview job applicants via text message or ask for personal banking information as part of the interview process. Quvia will never ask job applicants or new hires to send money or deposit checks for the company. In case of doubt, please contact us directly at katy@quvia.com

    Quvia is an Equal Opportunity Employer. Employment opportunities at Quvia are based upon one's qualifications and capabilities to perform the essential functions of a particular job. All employment opportunities are provided without regard to race, religion, sex (including sexual orientation and transgender status), pregnancy, childbirth or related medical conditions, national origin, age, veteran status, disability, genetic information, or any other characteristic protected by law.

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