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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeOn-site
LocationLocationRiyadh

About the Account Manager - Aviation Role

Neo Space Group is seeking a motivated Account Manager with specialization in the Aviation sector to join our team in Riyadh, Saudi Arabia. This role is responsible for managing, optimizing, and growing airline client portfolios within the Inflight Connectivity (IFC) ecosystem. The Account Manager will act as a liaison between airline partners and internal teams to ensure seamless service delivery, enhance the passenger digital experience, and create sustained commercial value. The position requires proactive engagement, operational excellence, and continuous innovation in satellite connectivity solutions to align client objectives with evolving IFC technologies and market dynamics.

Key Responsibilities

  • Manage a dedicated portfolio of airline clients, ensuring contractual commitments, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs) are met or exceeded.
  • Serve as the primary escalation point and trusted advisor for airline stakeholders across commercial, operational, and technical areas.
  • Maintain comprehensive visibility of fleet status, including equipped aircraft, retrofit schedules, Aircraft on Ground (AOG) situations, leasing transitions, and configuration changes.
  • Develop and execute structured account plans focused on client retention, growth, and service optimization.
  • Champion a customer-centric approach to ensure a superior airline and passenger experience.
  • Monitor service performance metrics, such as connectivity uptime, bandwidth usage, and passenger adoption, and proactively address any identified gaps.
  • Lead regular service reviews, including Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), presenting data-driven insights and actionable recommendations.
  • Collaborate with internal stakeholders, including Network Operations, Engineering, Product, and Sales teams, to resolve issues and enhance service delivery.
  • Oversee Field Service Representatives (FSRs) and on-site teams, where applicable, to ensure operational consistency and quality.
  • Ensure the successful deployment and lifecycle management of IFC systems across airline fleets.
  • Coordinate cross-functional execution for aircraft installations, upgrades, and maintenance activities.
  • Maintain a strong understanding of satellite connectivity technologies, network infrastructure, and industry trends, such as LEO/GEO hybrid models.
  • Monitor SLA compliance, manage incidents, and conduct root cause analysis to drive continuous improvement in service delivery.
  • Align operational delivery with contractual and financial frameworks, ensuring billing accuracy and cost control.
  • Translate airline requirements into actionable project plans, ensuring the timely execution of custom developments and enhancements.
  • Lead coordination between engineering, product development, and operations teams for solution validation and deployment.
  • Manage the end-to-end delivery lifecycle, including testing, certification, and go-live readiness.
  • Conduct post-deployment performance reviews to ensure service stability and customer satisfaction.
  • Identify and drive revenue growth opportunities within existing accounts, including upselling new IFC capabilities, digital services, and upgrades.
  • Analyze customer data, usage trends, and market benchmarks to propose value-added solutions.
  • Support contract renewals, renegotiations, and the development of commercial proposals in alignment with business strategy.
  • Act as the voice of the customer in shaping product roadmap prioritization and innovation initiatives.
  • Leverage analytics tools to generate actionable insights on passenger connectivity usage and service performance.
  • Develop dashboards and reports that translate complex data into clear business insights.
  • Track KPIs related to customer satisfaction, service adoption, and revenue performance.

Qualifications and Experience

  • Bachelor's degree in Business Administration, Marketing, Engineering, Telecommunications, or a related discipline.
  • Minimum of 5 years of experience in Account Management, Customer Success, or Program Management within Inflight Entertainment (IFE) / Inflight Connectivity (IFC) or adjacent aviation technology sectors.
  • Proven experience working directly with airline clients, Original Equipment Manufacturers (OEMs), or connectivity service providers.
  • Demonstrated exposure to satellite communications, network operations, or digital passenger experience solutions.
  • Experience level of 5-10 years is required.

Required Skills

  • Account Management
  • Customer Success
  • Program Management
  • Inflight Entertainment (IFE)
  • Inflight Connectivity (IFC)
  • Aviation Technology
  • Airline Client Relations
  • OEM Engagement
  • Connectivity Service Provider Management
  • Satellite Communications
  • Network Operations
  • Digital Passenger Experience
  • Strategic Account Management
  • Customer Experience Enhancement
  • Service Delivery Excellence
  • Data Analytics
  • Reporting and Insights Generation

Additional Information

This is a full-time position based in Riyadh, Saudi Arabia. Professional certifications in aviation management or telecommunications are considered an advantage.


Requirements

  • Requires 5-10 Years experience

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