Technical Account Manager, Aviation

Job Description

Job Description

Salary:

Technical Account Manager - Aviation

Miramar, South Florida

About Quvia: Connecting the Unconnected

Quvia is a fast-growing, Series A tech startup at the forefront of revolutionizing connectivity for things in motion. Founded in 2019 and backed by the respected venture capital firm Columbia Capital, we are on a mission to deliver seamless digital experiences on planes, ships, and in the world's most remote locations. Our first-of-its-kind platform uses AI and machine learning to blend multiple connectivity sources into a single, optimized network. We provide end-to-end analytics and dynamic network orchestration to ensure the best possible Quality of Experience (QoE) for leading Fortune 500 companies in aviation, cruise, energy and shipping.

As an early-stage company with a global presenceincluding our headquarters in the greater Miami region and offices in the UK and Indiaevery employee has a significant opportunity to shape our growth and the future of the industries we serve.

Your Role

Quvia is looking for a Technical Account Manager to join our Aviation team as a trusted technical advisor. In this critical role, you will be the bridge between our customers, their vendors, and our internal teams, ensuring an exceptional customer experience. You will work closely with clients to resolve in-flight connectivity issues, enhance their use of our product, and ultimately drive customer satisfaction and retention.

This hybrid position requires a blend of remote work and in-office collaboration at our Miramar, South Florida location. Candidates must be based within a commutable distance and have the flexibility for quarterly travel to customer sites.

What You'll Do

Foster Strong Customer Relationships:

• Lead customer onboarding to ensure a seamless transition from sales to success.
• Build and maintain strong relationships with key clients, serving as a primary point of escalation.
• Monitor customer health, engagement, and product adoption to proactively ensure their success.

Provide Expert Technical Solutions:

• Manage and respond to customer inquiries and issues received through phone and email.
• Collaborate with Quvia's Customer Support to triage and resolve alert-generated issues in a timely manner.
• Work with cross-functional teamsincluding Technical Support, Engineering, and Product Managementto troubleshoot and resolve complex in-flight connectivity problems.

Drive Proactive Engagement:

• Conduct regular customer check-ins to gauge satisfaction and identify potential issues before they escalate.
• Analyze customer data to spot trends, offer guidance on best practices, and ensure clients get the most value from our platform.

Be the Voice of the Customer:

• Act as the main liaison between our aviation clients and internal departments.
• Translate customer insights and usage data into actionable feedback for our Product and Engineering teams.
• Partner with the Sales team to identify and support expansion, renewal, and upsell opportunities.

What You'll Need

Required Qualifications:

• A bachelors degree in Business, Information Technology, or a related field, or equivalent professional experience.
• A minimum of two years of experience in a customer success, account management, or another customer-facing leadership role.
• At least two years of experience in customer support, technical support, or a similar capacity.
• Exceptional communication, interpersonal, and relationship-building abilities.
• Proficiency in analyzing data to identify trends and drive improvements.
• Experience working with CRM tools like Salesforce or HubSpot and support ticketing systems such as ServiceNow.

Preferred Skills:

• Previous experience in a SaaS or technology-focused environment.
• A proactive mindset dedicated to achieving customer success and satisfaction.
• The ability to juggle multiple priorities in a dynamic, fast-paced setting.

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 [email protected]

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.