Customer Success Executive
Travelport
Cluj Napoca, Romania
4 zile în urmă

18-Mar-2021

Customer Success Executive

Sales & Business Development

Job Description

The role of the Customer Success Executive is to support the account management team within a portfolio of key accounts, operationally for the Enterprise and Regional / Focus Accounts and operationally and commercially for the SME accounts, ensuring the implementation and most efficient use of Travelport technology, product, and services.

The goal is to ensure high levels of customer satisfaction through delivering excellent customer value and ensuring we provide Best in Class content to our Agencies.

The role maintains and maximizes revenues and is crucial in maintaining competitive advantage and differentiating Travelport through the support provided.

Main Accountabilities

  • Supports day to day account management tasks for all hotel and car suppliers.
  • Acts on recurring gaps in Customer and Content needs and matches those needs to Travelport solutions that enhance Travelport's value proposition and revenue growth and / or works with Product to find solutions.
  • Supports the day-to-day tasks connected to THOR Program, including billing, agency onboarding and RFP processing.
  • Builds strong collaborative internal relationships with peers and leaders to gain consensus and support from throughout the company.
  • Ensures consistency is applied to processes globally. Passionate about sharing best practice across hotel team and leading team wide strategic imperatives.
  • Works across Travel Partners, and beyond, to ensure best practiced shared / adopted - seek consistency.
  • Leads and coordinates project activities across multiple internal business groups for Account Managers.
  • Plays a key role maintaining a consistent approach for the development of the hotel and car business.
  • Shares understanding of industry trends and technical developments that impact target markets.
  • Knowledge, Skills, Experience, Training, Education

  • Two years’ experience and proven track record in an account management role
  • Excellent communication skills, written and verbal and ability to explain complex situations or solutions competently and confidently.
  • Demonstrable presentation skills
  • Proven sales / negotiation skills
  • Ability to handle multiple projects simultaneously and assign priority according to company guidelines.
  • Must be self-motivated, a proactive team player and willing to accept change and embrace new ideas with a focus on contributing to the overall success of the customer, team, and the company.
  • Numerate and commercially aware with the ability to organize, analyse details, prioritise, and present information in an easy-to-understand manner.
  • Must be flexible and dependable, willing to work as part of a team and pick-up additional responsibility from colleagues when necessary as well as willing to work, from time to time and as required for success, in nonstandard hours to reflect different time zones of the hotel content providers.
  • Context / Environment

    The Customer Success Executive works as part of the Customer Success Team and supports all activity within the designated accounts to ensure existing business is maintained and business growth is supported.

    They will manage multiple customers. The Customer Success Executive will be an expert in our business processes, and Travelport products and services.

    The role requires the post holder to liaise with many areas of the company including Operations, Product Management, Technical Experts, Implementations and Agency Sales teams.

  • Revenue
  • Content Quality
  • Customer Satisfaction
  • Operational Excellence
  • Working Relationship

  • Hotel and Car team Account Managers
  • Customer Delivery team
  • Business Intelligence
  • Proposition team
  • Employment type

    Fixed Term Contractor - Full Time

    Office location

    Romania - Cluj Napoca - Hotelzon

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