Customer Success Manager

What does a great Customer Success Manager (CSM) do?

The CSM works alongside the account management teams by ensuring the implementation and most efficient use of Travelport technology, products, and services through valuable account support. They ensure that customers can onboard with Travelport successfully and realise the segments contracted. The CSM engages with the customer's organisation as required, as well as with internal departments, to provide ongoing value to our customers and building their (and our) success stories.

The CSM maintains and maximises revenues by providing technical and functional consultancy and support, typically in product and optimisation scenarios.

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

Responsibilities include:

• Be the primary point of contact with any assigned customer(s) for all operational/product functionality-related matters.
• Responsible for the functional and technical relationship be-it in existing or new business portfolios, working closely with commercial account managers (AM) and/or business development managers (BDM).
• Promote the adoption and support the use of the MyTravelport digital platform with customers.
• Assess customer operations on a regular basis to determine efficiency gains and opportunities through product integration or provision of training from end-to-end.
• Develop and maintain deep-rooted relationships with assigned customers, incl. senior levels of management within the customer's organization.
• Develop a strong product knowledge to effectively promote, sell, demo and onboard Travelport products and services by encouraging greater adoption.
• Ensure customers receive value quickly by managing product implementation and onboarding effectively.
• Assess customer operations on a regular basis to determine and provide product needs from end-to-end.
• Undertake product testing and product validation, as required.
• Provide customer advocacy by feeding back input based on customer requirements and needs through engagement with the Product teams, incl. contributing to the prioritization and tracking progress.
• Effectively promote and sell Travelport products and services to the customer(s).
• Responsible for customer onsite visits to discuss operations/product and business flow.
• Responsible for advising customers on issues related to new product awareness/new vendors/new features/; where the CSM holds the primary relationship.
• Input into the RFP response process from a functional perspective.
• Represent Travelport at corporate events, trade shows and sales meetings, independently or with colleagues.
• Maintain current industry knowledge and knowledge of Travelport's products and services.

Our ambition is to hire for potential not just experience, and you're likely to succeed if you:

• Are always ready to give it your all and deliver high quality work.
• Are excited to use your creativity and innovative thinking to try new things.
• Take responsibility and own your work.
• Are courageous and ambitious to challenge what's been done before

Guidant Global (BH4SF) is acting as an Employment Agency in relation to this vacancy.