Customer Experience Manager

About us

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

What you'll do

At Viasat, we’re rightfully proud of the secure products and services we provide to our valued customers. We’re looking for a highly skilled customer experience manager to help us promote our offerings and identify what customers want, so we can create more to meet their needs. The ideal candidate will have comprehensive customer interface experience to include in outbound and/or inbound customer interaction activities, as well as a creative attitude for helping us remain fresh and competitive and have prior experience in brand development and brand promotion directly with end customer communities. This customer experience professional will be expected to prepare and present ideas and deliverables on a regular basis, and to research market trends and industry data so that the company remains on the cutting edge. We strive to be a data driven organization so collection of data and development of metrics to analyze the data is essential to this role.

The day-to-day

• Collaborate with business team to uncover insights for developing both short-term and long-term strategies for existing and new products
• Development and management of a customer experience strategy and associated plans including the identification of short- and long-term scheduling and resource needs
• Collaborate with the business team, marketing team, and product support team in developing and implementing plans to ensure the customer experience is outstanding and rapidly adapts to the constantly evolving market
• Understand key performance metrics and tracking tools for market research, forecasts, competitor analyses, campaign results, and customer trends, and translate results into actionable insights for the business and sales team
• Lead development of customer experience strategy by working closely with clients, managers, product development, content providers, and business and sales partners to create effective plans focused on maintaining/growing the customer relationship increasing the demand for our products and services
• Spearhead the execution of marketing and sales campaigns, including validation, tracking, results reporting, analyses, and recommendations
• Manage conception, development, and implementation of customer experience plans and strategy, product concepts, and promotional programs to drive customer interest and sales
• Support the development of sales and marketing materials, adapting scopes, timelines, and deliverables for maximum benefit
• Conduct meetings regularly with account managers to review pipeline, resolve challenges, and brainstorm possible solutions, and provide training on marketing collateral and campaign plans to ensure team is consistently performing above standard
• Attend conventions, conferences, and trade shows, preparing engaging displays and collateral as needed, and provide post-event reports and analysis
• Collaborate with team members to execute sales and marketing campaigns by leading brainstorming sessions for internal and external projects
• Meet with internal and external stakeholders to plan and implement marketing campaigns for brand building and lead generation, aligning with overall business strategies, as well as tactical goals and sales targets
• Help gather and analyze data to reach insights about brands, competitors, and trends
• Contribute to lead-generation and customer-acquisition activities, such as sales enablement, media promotion, networking, trade shows, and events
• Coordinate public relations and outreach initiatives, including media releases, awards, company announcements, and speaker proposals
• Measure and report performance of marketing campaigns, gain insights, and assess against goals

What you'll need

• 10+years of proven experience in marketing, sales, advertising or related fields
• Bachelor’s degree (or equivalent) in business, marketing, or related field
• Excellent leadership, communication, and decision-making skills

• Must be able to obtain a United States Secret Clearance

• US Citizenship required
• Experience in digital and print marketing, content marketing, and social media marketing
• Hands-on experience in developing and executing campaigns and promotions
• Proven success in a fast-paced environment, working both individually and as a team member
• Exceptional communication and presentation skills
• Experience leading and strategizing fully integrated, multi-channel marketing campaigns that underpin strategic business objectives
• Experience directing creative teams with the creation of enabling marketing assets
• Willingness to travel up to 75%

What will help you on the job

• Master's Degree in business, marketing, or related field
• Established roster of media and PR contacts within Cyber Industry
• Desire to grow professionally through ongoing education
• Professional certifications
• Experience with relevant Cybersecurity markets and trends
• Self-starter, with entrepreneurial spirit

Salary range

$131,400.00 - $228,500.00 / annually

At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat’s comprehensive benefit offerings that are focused on your holistic health and wellness at https://careers.viasat.com/benefits.
EEO statement

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click Write an email.