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Customer Success Manager

Auto req ID: 7275BR

Category: Sales & Business Development

Employee type: Regular - Full Time

Description

The role of the Customer Success Manager (CSM) in the APACMEA region has dual responsibilities :

1)    

support the account management team within a portfolio of key accounts, by ensuring the implementation and most efficient use of Travelport technology, products and services through effective account support. 

2)    

support the business development team with the objective of winning new Travelport customers on a sales engineering perspective. 

 

CSM must ensure high levels of customer satisfaction through delivering excellent customer service.  The role maintains and maximises revenues by providing technical and functional consultancy and support, typically in product and training scenarios.  The role also assists in the qualification of prospects and the development of new opportunities as well as  presenting and demonstrating the technical capabilities of Travelport products and solutions. The role combines Travelport portfolio/technical knowledge with sales skills. The CSM is crucial in maintaining competitive advantage and differentiating Travelport through the on-site support provided

 

 

1.   

Main Accountabilities:

 

·     

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

 

Posted: November 26, 2019