Technical Account Manager

JOB DESCRIPTION

Job Title: Technical Account Manager

Department: Aviation

Location: Central or Southern Florida USA

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.

What Youll 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 Youll 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 Well 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 case of doubt please contact us directly at

Quvia is an Equal Opportunity Employer. Employment opportunities at Quvia are based upon ones 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.