On May 31, 2023, Viasat completed its acquisition of Inmarsat, combining the teams, technologies and resources of the two companies to create a new global communications partner. 

About Viasat 

Viasat is a global communications company that believes everyone and everything in the world can be connected. With offices in 24 countries around the world, our mission shapes how consumers, businesses, governments and militaries around the world communicate and connect. Viasat is developing the ultimate global communications network to power high-quality, reliable, secure, affordable, fast connections to positively impact people's lives anywhere they are—on the ground, in the air or at sea, while building a sustainable future in space.

Aviation

The Aviation business is the leading provider of satellite communications solutions to airlines, operators and passengers worldwide, keeping people in touch at 35,000 feet in the sky. We provide the ultimate inflight connectivity experience for the entire aircraft, from voice and safety communications in the cockpit to high-speed, reliable broadband in the cabin.

Primary role purpose:

The Account Manager serves as the primary point of contact between us and our airline partners on all commercial integration elements.  This includes the commercial relationship, marketing, expectation management, launch activities and above all else, generating revenue and achieving our Long Range Business Plan. The successful candidate will oversee the tactical interactions with the airlines but also provide a strategic vision of where to drive the relationship.

Key Accountabilities / Responsibilities:

Business Growth & Profitability

• Grow revenue and profitability of existing direct customers within the framework of agreed contracts
• Contribute to the development commercial solutions
• Identify opportunities for upselling and coordinate with all Aviation Business Unit departments
• Contribution to budget inputs, with bottom-up models that can feed the Long Range Business Plan
• Manage budget and P&L, including the financial aspect of the accounts such as PO validation, invoice & credit issuance, and cash collection
• Make use of research tools and interpret marketing, customer care and operational data to develop comprehensive marketing plans and programs that generate desired business results
• Take accountability for change requests and contract amendments for existing airlines
• Develop and execute airline specific programs in concert with the Digital Revenue

Airline Satisfaction

• Drive direct customers satisfaction and act as first point of escalation for service/operational issues
• Collect satisfaction data from end-users and direct customers to understand satisfaction levels - track and impact ASAT (Airline Satisfaction) and CSAT (Customer/Passenger Satisfaction)
• Formulate action plans to address issues
• Coordinate quick resolution and ongoing process improvement
• Defining, documenting and maintaining an up-to-date view of the airline’s organization including contacts for day-to-day operation as well as for escalation

Contract Management

• Ensure effective execution of commercial contracts
• Contribute to the development and execution of a relationship management plan to influence key stakeholders at direct customers to promote Inmarsat products and services
• Contribute to the development and execution of commercial propositions to ensure end-user customers’ needs are understood and met
• Analyse performance of direct customers contracts and customer contracts
• Meet on a regular basis with Customer counter parts to ensure alignment
• Through customer feedback (including 360 sessions), monitor market trends for emerging opportunities to improve value proposition and/or develop new products

Essential Skills and Experience

• Relevant degree or equivalent work experience
• Background in Account Management, preferably in the aviation industry and with knowledge of IFEC
• Proven history of success in account relationship management
• Strong written and verbal communications skills are essential as well as the ability to present in front of groups and audiences that at times may push back
• Experienced in handling contracts, working with attorneys and being a thoughtful negotiator
• Communication and negotiation skills in an international environment with aptitude in building relationships with professionals of all organizational levels
• Global/cultural appreciation, well-travelled with ability to work within a global team

You must be eligible to work in this location advertised.

Our culture and ways of working 

Our values define Inmarsat’s culture and represent what we believe in. Inmarsat employees aspire to behaviours that support our values, which create a stronger working environment and lie at the heart of our continued success as an organisation. 

• Customer – we provide a unique value to our customers 
• Accountability – we take ownership, we deliver results, and we keep our promises 
• Respect – we collaborate, we embrace and celebrate diversity and we value difference 
• Excellence – we create bold solutions for our customers and put quality at the heart of everything we do 

We also value and encourage a healthy work-life balance, so we offer flexible working wherever possible. Depending on the operational requirements of your job and your team, we can offer compressed hours (nine-day fortnight), hybrid office-remote working, and flexibility during your working day to take care of personal commitments. 

Diversity

At Inmarsat we want the best people for the job, and we warmly welcome applications from you if you’re suitably qualified and eligible, regardless of your sex, gender, age, race, ethnicity, disability, sexuality, gender identity, neurodiverse qualities, religion or belief, marital status, pregnancy, or maternity status. 

Inmarsat is signed up to the Halo Hair Code, which aims to protect employees who come to work with natural hair and protective hairstyles associated with their racial, ethnic, and cultural identities. 

To give you the best experience possible during your application process and interview, we can make adjustments. For example, if you’re visually impaired we’ll happily meet you locally and help you find your way to our office, or if you have neurodiverse qualities, we can provide you with additional support to help you prepare for your interview. Please let our Resourcing Team know if there are any ways in which we can support you.