Account Manager, EMEA

About the role

Iridium is an award-winning satellite communications company operating the world's only truly global voice and data network, delivering reliable connectivity anywhere on Earth. For more than 20 years, Iridium has powered mission-critical communications for governments, businesses, aviation, maritime, and the rapidly expanding Internet of Things. Now part of Iridium, Aireon is the world's only space-based air traffic surveillance system, providing real-time visibility of aircraft over oceans, the poles, and remote regions. Together, Iridium and Aireon are helping build a safer, more connected, and more efficient future for global aviation.

We are seeking an experienced customer-facing professional with a passion for building long-term relationships and driving customer success in the aviation and aerospace industry. As an Account Manager on the Customer Success team, you will be responsible for identifying and autonomously implementing ideas and solutions in support of building and maintaining long-term customer relationships throughout the entire customer lifecycle—from pre-sales engagement through implementation, service delivery, and ongoing account growth. You will serve as the primary point of contact for assigned customer accounts across the EMEA region, partnering closely with customers to ensure a seamless experience, proactively identifying opportunities and risks, coordinating internal resources, and maximizing the value customers receive from Aireon's solutions.

Responsibilities

• Serve as the primary day-to-day point of contact for assigned customer accounts, building and maintaining strong relationships with stakeholders at all levels, including executive leadership, engineering teams, operations personnel, regulators, and other key decision-makers
• Act as the customer's advocate within Aireon, ensuring customer needs are understood and addressed across the organization while fostering satisfaction through proactive communication, issue resolution, and regular business reviews
• Monitor customer health, identify potential risks, and coordinate appropriate internal resources to resolve issues quickly, ensuring smooth transitions throughout the customer lifecycle from sales through implementation and ongoing operations
• Partner closely with the Sales Team to support account strategies and identify opportunities to expand Aireon's solutions within existing customers, including supporting the development of customer business cases and value propositions
• Support customer onboarding and implementation activities by coordinating with Project Management, Operations, and Engineering teams, helping customers navigate operational changes, Concept of Operations (CONOPS), safety cases, and regulatory approvals where applicable
• Monitor customer performance and adoption of Aireon's services against agreed business objectives, identifying opportunities to improve customer outcomes through additional services, solutions, or professional services
• Lead internal account strategy meetings, coordinate internal resources across Sales, Product, Operations, Engineering, and Project Management, and communicate customer priorities to relevant stakeholders to ensure successful customer outcomes

Requirements

• Bachelor's degree in Business, Aviation, Aerospace, Communications, or related field OR equivalent relevant experience in lieu of degree
• 8+ years of relevant experience in account management, customer success, program management, or a related customer-facing role in the aviation, aerospace, or technology industry
• Excellent communication skills, with the ability to clearly convey products, deliverables, analyses, and/or issues to groups outside of your team or those who are unfamiliar with the topic
• Confidence and ability to easily build relationships with leadership and colleagues outside of your team, including executive leadership, engineering teams, operations personnel, and regulators
• Analytical mindset, with the ability to understand a situation or problem and think critically to make decisions and come up with out-of-the-box solutions
• Proactive in providing feedback and enthusiastic in sharing knowledge with others, acting as the customer's trusted advisor and internal advocate
• Capable of prioritizing own tasks and managing multiple priorities in a fast-paced, collaborative environment while meeting deadlines
• Ability to travel up to 60%

Qualifications

• Experience within the air traffic management (ATM), aviation, aerospace, or surveillance technology industries
• Experience working with Air Navigation Service Providers (ANSPs)
• Knowledge of air traffic surveillance technologies, including ADS-B and/or Mode S
• Experience supporting complex, multidisciplinary technology implementation projects
• Familiarity with regulatory approval processes and operational change management within the aviation industry

Work Environment

This position primarily works in an office setting and is largely sedentary with the majority of the position working with a computer. The role typically requires the use of basic office equipment such as a phone, video, computer, keyboard, mouse, and printer.

Pay

Actual compensation will be determined based on a variety of factors. Base salary is only one part of the compensation package; you may also be eligible for company stock and annual bonus.

Benefits

• Medical, dental, and vision insurance coverage
• 401(k) retirement plan options
• Paid time off and paid holidays
• Paid parental leave
• Other discounts and perks