Customer Success Manager at Travelport

• Provide site visits to a range of customers, in line with the customer account plan, representing the Travelport brand.
• Deliver product and technology briefings, and provide professional demonstration/proof-of-concept and functional support where required
• Develop and maintain strong relationships with the key users and influencers within an agency location, ensuring business solutions are understood and valued by the customer
• Ensure completeness of solution and suitability to customer’s requirements.
• Drive effective deployment and adoption of Travelport products
• Ensure high levels of customer satisfaction through effective support/technical support and excellent customer service
• Ensure long term commitment from the customers by focusing on the breadth of product usage and how this can benefit and add value for the customer
•  Provide input to the Customer Account Plan, assisting with development plans for increased revenue generation
• Be a product expert with in depth product knowledge & be the technical expert in the formulation of bids, RFIs, RFPs, RFQs.
• Measure key customer or site performance, identifying trends and developing clear plans for increasing volumes
• Input into the account plan, showing revenue generation opportunities and deploy agreed products. Organise a programme of activities to ensure products are promoted and utilised to the maximum potential.
• Provide technical expertise on the integration of products and services, enlisting the assistance of subject matter experts as required.
•  Create an account visit plan that ensures customer visits are managed in the most cost effective manner.
• Responsibility for maintaining Customer Relationship Management database for selected account portfolio
• Work with the Account Manager to run and promote Customer focus days. Attend Travelport Trade Shows and customer’s roadshow where appropriate.
• Provide training and support for customer projects, such as migrations and product deployments.
• Communicate effectively with other departments to ensure support strategies are understood and supported by colleagues.
• Support the business development team to qualify prospects and develop new opportunities, articulating the TVPT Technical Capabilities  and Products
• Assess initial Client requirements and qualify the opportunity before engaging other resources (e.g. the Solution Consultant)
• Work across all partners and stakeholders in the region, in addition to the Product and other central organisations to ensure solutions are viable, sustainable and add commercial value to our sales efforts
• Identify and investigate opportunities to use emerging technologies in providing cost effective and flexible solutions
• Build strong relationships with customers (both internal and external) and third party suppliers
• Develop and execute upon strategies and plans with the prospect and relevant partners
• Enable delivery of innovative and revenue generating solutions enabling business competitiveness

Come and join us…

To ensure we achieve our goal, you will join us in embracing our core values;

• Be a player, not a spectator; You will take ownership and make things happen.
• Think we, not me; We are One Travelport, collaborating to succeed.
• Keep it simple; We’re straightforward and easy to do business with.
• Build for tomorrow; You will challenge the norm, aim high and lead change.

You’ll be an innovator, passionate, accountable and solutions focused, not to mention adaptable, hungry for a challenge and an individual who thrives on partnering. All of these combined with the below capabilities are what will make us such a bold and compelling organization.

You;

• Minimum of 5 years’ experience working in a technical and commercial customer facing capacity
• Experience of working in a technology and /or travel related business with a proven track record of technical sales
• Technical understanding of GDS functionality and Industry related work experience would be advantageous
• Excellent level of technical awareness with an excellent knowledge of Travelport GDS or CRS products and services advantageous, continually developing knowledge
• Able to build and maintain in-depth product/solutions knowledge of market trends in aligned technology and focus on the unique selling points of the products in customer demonstrations
• Profound knowledge of Travelport product portfolio and their functionality, pricing and value and the ability to integrate these products seamlessly into customer booking and ticketing process
•  Understands and is able to articulate the relevant value proposition
• Able to identify and qualify new sales opportunities within the account portfolio
• Must have the ability to assess and analyse situations accurately, grasping complexities and identifying key issues, applying sound judgement
• Maintain an up to date knowledge of technical standards, development methodologies, technical trends and innovations in the industry, including knowledge of the competitor’s solutions and products and other solution providers products within the travel industry
• Able to interpret trends and take required action; uses spreadsheet and calculations to demonstrate business case; confident in presenting price/value/RoI to customers
• Ability to develop strong customer relationships through a collaborative, consultative, reliable and empathetic approach
• Excellent interpersonal, written and verbal communication skills in local language and English, with an ability to adapt approach and style to suit the audience
• Committed to providing excellent customer support and demonstrates tenacity when dealing with complex customer situations
• Proven technical skills which enable the navigation and resolution of complex technical issues within a customer account
• Able to maintain network of key contacts throughout the business, developing relationships across other Travelport Functions to ensure the best use of resources and knowledge
• Proven experience of APIs
• Able to multitask and prioritise within a continuously changing environment
• Able to build and maintain rapport with all levels of the organisation and, where appropriate, manage stakeholders across different cultures
• Dynamic and self-motivated with high level of energy and enthusiasm
• Able to think strategically and challenge current technical thinking
• Enjoys the challenges encountered in selling complex technology in a competitive environment
• Self-confidence that translates well for customers, partners and colleagues
• Proven project management skills
• A team player that can add value technically but also commercially
• Able to learn quickly and to think on one’s feet