Principal Account Management Support

Team Description

The Customer Support Partner is the advocate of the client within the Sabre Airline Solutions Organization. The CSP will work closely with the Account Director (AD) and Head of Customer Support Partners (HCSP) as part of the overall account team, and specifically focus on solution adoption, understanding the client landscape, key client performance indicators and trends. The CSP will have a broad base understanding of the client environment specifically around assets procured from Sabre Airline Solutions, competitor products and or solutions created by the client themselves. The CSP will also navigate across the Sabre Airline Solutions organizations and client organization in order to facilitate faster resolution time to issues.

The CSP will:

• Partner with client to ensure they are receiving business value for their solutions procured from Sabre Airline Solutions (e.g. revenue realization, data integrity, etc.)
• Conduct regular operational review meetings
• Understand the clients' system landscape and assist in solution reviews
• Understanding of interdependencies between client solutions including competitor and home grown solutions developed by the client themselves

CSPs are committed to delivering exceptional customer engagement, with a strong focus on satisfaction, adoption, and long-term success. By becoming a trusted advisor to key stakeholders, the CSP helps lay the foundation for deeper partnerships and growth opportunities within the client account.

Role and Responsibilities

• Communicate the clients' tactical goals within Sabre Airline Solutions and represent the clients' interests to the broader team
• Continuously gather knowledge of competitors and reflect this within the clients’ process flows diagrams
• Navigate across Sabre Airline Solutions product owners to facilitate, construct or design potential new processes to support client needs
• Be the client advocate within Sabre and conduct or facilitate meetings within the organization to better describe and explain client expectations or needs.
• Work closely with the Sabre Airline Solutions’ Customer Care organization to identify and resolve chronic trends or issues associated to the clients' environment
• Ensure that client issues are dealt with in an efficient manner, informing the Regional Director (RD), Account Director (AD), and Head of Customer Support Partners (HCSP) or Regional General Manager (RGM) of any problems that may arise, that could result in escalations to senior Sabre Airline Solutions executives
• Construct an action plan to address concerns raised by client and discuss progress and actions during operational review sessions
• Consistent usage of CSP Tools, dashboards, process flow diagrams, surveys and scorecards
• Participate in regular business review sessions with key client stakeholders and Sabre Airline Solutions’ Regional Director (RD), Account Director (AD) to discuss progress, trends, business value, solution adoption and pending issues
• Work closely with assigned project delivery leaders to identify and understand deployment risks, activities, opportunities or deviations
• Establish effective communication channels / forums with clients / and peers
• Participate and continue activities (sales enablement training and/or solution overviews) to enhance product knowledge and understand solution roadmap/s

Qualifications and Education Requirements

• Minimum 10 Years of airline/aviation experience
• E-Commerce experience a plus
• Experience with Web Services, API’s a plus
• Strong analytical skills and problem-solving ability
• Showcase a high level of independent initiative and have the ability to work well in a team environment
• Demonstrate intellectual curiosity – expand knowledge base
• Plan and carry out responsibilities with minimal direction
• Motivated and goal oriented
• Comfortable in engaging on manager / director / executive levels with client
• Familiar with project management principals
• Bachelor’s degree or higher
• Be able to handle multiple clients

Benefits:

• Work in modern Zonamerica campus alongside all the amenities it has to offer!
• Annual Performance bonus plans
• Development opportunities in country or globally
• We offer a competitive private health insurance for employees and eligible children
• Extra Paid Time Off (5 extra days each year)
• 3 month paid parental leave (12 weeks for fathers/ 18 weeks for mothers)
• Daily meal allowance
• End of Year Break
• Life Insurance
• Corporate Social Responsibility opportunities
• Recognition and acknowledgement programs
• Fun employee engagement and development events