Customer Success Manager

Sabre

Role and Responsibilities:

• Support the Director s efforts to develop, deploy and maintain team engagement strategies and performance metrics aligned with organizational expectations and customer success metrics

• Facilitate onboarding, closing any gaps in expertise or knowledge and promoting continued education

• Develop and maintain relationships with commercial, product, and delivery team members necessary to be successful and effective as the voice of the customer

• Effectively engage customers as part of their book of business,

• Establish customer baselines and either partner to create or refresh their customer success plan

• Create engagement strategies that promote customer success, goal attainment and value realization

• Serve as the customers liaison with Aven operations and, more broadly, the customer s champion

• Partner with the commercial team to report on customer progress and areas of greater opportunity

• Support their Aven Hospitality colleagues as they support customer success

• Support efforts to report team performance metrics and offer strategies to increase impact and expand outcomes

Qualifications and Education Requirements:

• Minimum 5 years of customer success, relevant sales, consulting, or hospitality distribution/revenue management experience

• Extensive experience with SynXis CRS and deep understanding of Hospitality commerce, including revenue management, total revenue attainment, distribution strategies, guest acquisition and retention strategies, cost of goods/service sold and knowledge of the competitive landscape, key trends, opportunities, and challenges

• Bachelor s Degree or equivalent in relevant field, including relevant industry experience

• Proven experience in fostering customer relations and supporting customer goal attainment and value realization

• Proven ability to influence cross-functional teams within a global matrix organization, with strong capabilities to build relationships with internal and external stakeholders

• Professional presence and business acumen with articulate and persuasive oral and written communication skills

• Critical thinking skills with the ability to anticipate potential issues and suggest creative alternatives to overcome barriers

• Strong people skills and extremely resourceful

• Strong knowledge of the travel/hospitality markets and/or enterprise software space

Key Knowledge and Skill Requirements

• Strong analytical and problem-solving skills

• Ability to lead or influence individuals or teams

• Demonstrated ability to develop and foster strong customer relationships

• Strong verbal, written and presentation skills

• Creative thinker and problem solver

• Strong interpersonal and communication skills

• Self-motivated, results-oriented professional

Nice to have skills:

• Salesforce

• Understanding of Software Development Life Cycle and a SAAS business model