Technical Account Manager - Aviation

JOB DESCRIPTION

Job Title: Technical Account Manager - Aviation

Group: Aviation

Salary Range: TBC

Location:  Remote, East Coast, US

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Company Overview:

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. 

Why Quvia?

• Founded in 2019, Quvia is a fast-growing, Series A tech startup passionate about making connectivity and digital experiences better for everyone, everywhere.
• Our industry-first solutions are already addressing major challenges for companies in the aviation and cruise industries – and we're just getting started.
• Quvia is headquartered in the greater Miami region, with offices in the UK and India, and remote teams around the world.
• As an early-stage company, all Quvia employees have the opportunity to make a significant impact on our growth trajectory, and the future of the industries we serve.
• Quvia is backed by Columbia Capital, a respected venture capital firm founded in 1989 that has raised over $5 Bn of fund commitments.

About the Role

Quvia is seeking a Technical Account Manager & QoE officer to serve as a trusted technical advisor within our Aviation team. This individual will be responsible for ensuring a positive customer experience by providing exceptional 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.

This role will be remote, but will involve working onsite at the customer premises in Canada from time to time. Time spent in Canada will vary from a few days to 1 week in duration. This will allow the Technical Account Manager to provide direct support for key clients. This hands-on approach fosters stronger relationships and allows for a deeper understanding of customer needs.

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:

• 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 customer’s vendors and cross-functional internal teams, including Technical Support, Engineering, and Product Management, to troubleshoot and resolve in-flight connectivity 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.
• Partner with Sales to drive expansions, renewals, and upsell opportunities.

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

Qualifications:

• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).
• 2 years of experience in a customer success, account management, or customer-facing leadership role.
• 2 years of experience in a customer support, technical support, or customer success 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.
• 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.

Key Performance Indicators (KPIs):

• Customer retention rates.
• Customer satisfaction (CSAT) Customer Effort (CES) and Net Promoter Score (NPS).
• Product adoption and engagement metrics.
• Upsell and cross-sell revenue. 
• Churn rate and renewal success.

What We'll Offer

• Competitive Salary
• Performance Bonus
• Competitive health benefits
• Life Insurance
• Flexible PTO 13 US holidays
• 401k plan

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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