Customer Success Manager (Travel Industry)

Customer Success Manager - Dubai , UAE

Location : Oaks Liwa Heights - Office No. : 2408 - Cluster W - Jumeirah Lake Towers - Dubai - United Arab Emirates

TBO – (www.tbo.com)

TBO is a global platform that aims to simplify all buying and selling travel needs of travel partners across the world. The proprietary technology platform aims to simplify the demands of the complex world of global travel by seamlessly connecting the highly distributed travel buyers and travel suppliers at scale.

The TBO journey began in 2006 with a simple goal – to address the evolving needs of travel buyers and suppliers, and what started off as a single product air ticketing company, has today become the leading B2A (Business to Agents) travel portal across the Americas, UK & Europe, Africa, Middle East, India, and Asia Pacific.

Today, TBO’s product range from air, hotels, rail, holiday packages, car rentals, transfers, sightseeing, cruise, and cargo. Apart from these products, our proprietary platform relies heavily on AI/ML to offer unique listings and products, meeting specific requirements put forth by customers, thus increasing conversions.

TBO’s approach has always been technology-first and we continue to invest on new innovations and new offerings to make travel easy and simple. TBO’s travel APIs are serving large travel ecosystems across the world while the modular architecture of the platform enables new travel products while expanding across new geographies.

Why TBO:

• You will influence & contribute to “Building World Largest Technology Led Travel Distribution Network” for a $ 9 Trillion global travel business market.
• We are the emerging leaders in technology led end-to-end travel management, in the B2B space.
• Physical Presence in 47 countries with business in 110 countries.
• We are reputed for our-long lasting trusted relationships. We stand by our eco system of suppliers and buyers to service the end customer.
• An open & informal start-up environment which cares.

What TBO offers to a Life Traveller in You:

• Enhance Your Leadership Acumen. Join the journey to create global scale and ‘World Best’.
• Challenge Yourself to do something path breaking. Be Empowered. The only thing to stop you will be your imagination.
• Post pandemic, travel space is likely to see significant growth. Witness and shape this space. It will be one exciting journey.
• As a fastest growing B2B platform our priority is purpose-building scalable systems.
• Adopting industry leading technologies to support best-in-class business capabilities for high performing and scalable solutions.
• Fast response to the evolving regulatory environment and helping to meet the firm's regulatory commitments by addressing internal and external commitments.

Top Sights During Your Role Stay (Key Expectations):

Customer Success Manager's are responsible for handling the most important strategic partners.

These accounts make up the highest percentage of Sales and must build and maintain a strong relationship with the client.

They will be the lead point of contact for all key client matters, anticipate the client’s needs, work within the company to ensure deadlines for the client are met, and help the client succeed.

Responsibilities:

• Measure key customer or site performance and developing clear product/tech plans for increasing volumes.
• Maximize product distribution from a technical perspective.
• Coordination between client and the onboarding team during the integration process
• Monitor the assigned clients’ API performance on day-to-day basis.
• Provide technical expertise on the integration of products and services, enlisting the assistance of subject matter experts as required.
• Work with Sales to develop account visit/call plan to ensure customer visits are managed in the most cost-effective manner.
• Actively engage with sales, product, support, and API development teams to troubleshoot post go-live support related issues.
• Report any possible issues to HQ for resolutions after identifying the priority level and commercial impact.
• Coordinate with Sales regarding any commercial related issues or tech concerns causing sales loss.
• Be first point of contact for the clients/tech houses in the region for all the API related queries

Do you have what it takes (Must Haves)

• Bachelor's Degree from any engineering faculty preferred
• Minimum 3 years’ experience in a client facing role.
• Ability to creatively solve challenging tech issues.
• Excellent communication skills to explain complex issues in a simple way to audiences from different backgrounds.
• Knowledge of REST API, XML, JSON, and similar technologies
• Experience working with Databases & SQL