Account Manager II

The role of the Technical Account Manager is to support the Enterprise/Regional account teams with a portfolio of key accounts, by ensuring the customers understand the Travelport value proposition and implement Travelport technology, products, and services through effective strategic customer engagement. The role must ensure high levels of customer satisfaction through delivering proactive partnership driving business value for the customer. The role maintains and maximizes revenues by providing technical and functional consultancy, always looking for new revenue opportunities both for the customer as well as Travelport. 

The role is crucial in maintaining competitive advantage and differentiating Travelport through the strategic partnering on a technical and commercial level

 

• As an account team build a strategic customer engagement plan, including workshops and Quarterly Business Reviews (QBR), to ensure strategic alignment with the customer, their KPI’s, challenges and strategic goals.
• Understand customer requirements and needs, and link those to (new) product capabilities. The requirements should also be shared with the product stakeholders as appropriate. 
• Lead workshops and provide compelling product demonstrations.
• Develop and maintain strong relationships with the key stakeholders (CTO/CPO) and influencers within the customer organization ensuring we understand customer KPI’s, Challenges and strategic goals, and link them to our capabilities and how they add value to their business.
• Ensure high levels of customer satisfaction through strategic partnership.
• Ensure long term commitment from the customers through strategic partnership.
• Ensure all competitive information is relayed back to Manager, Product, Marketing, and Sales.
• Be a product expert with in-depth product knowledge in specific product areas relevant to the customer type. 
• Measure key customer or site performance, identifying trends and developing clear plans for increasing volumes.
• Provide technical expertise on the integration of products and services, enlisting the assistance of subject matter experts as required.
• Work with the commercial Account Manager to drive segment growth.
• Work with the Account owners to run and promote Customer focus days.  Attend Travelport Trade Shows and Corporate Event Days where appropriate. 
• Understand 3rd party products and partners that can add to value our portfolio and product offering to the customer. 

 

Knowledge, Skills, Experience, Training, Education:

 

• Experience working in a technology and /or travel related business.
• Experience with (travel) APIs.
• Technical understanding of GDS functionality and Industry-related work experience would be advantageous.
• In-depth understanding of the OTA/TMC space and industry developments.
• Strong knowledge of key products and their functionality, pricing, and value.
• Excellent level of technical awareness with the ability to focus on the unique selling points of products/capabilities in customer demonstrations.
• Understands customer requirements and map them to Travelport products/capabilities. 
• Be able to effectively articulate the relevant value proposition.
• Able to identify and qualify new sales opportunities within the account portfolio.
• Ability to develop strong customer relationships through a collaborative, consultative, reliable, and empathetic approach.
• Strong team player.
• Excellent presentation skills, with confidence that engages the audience.  Able to effectively deliver key messages and demonstrate products via a wide range of media.
• Able to plan and prioritise, being self-disciplined with good time management.
• Must have the ability to assess and analyse situations accurately, grasping complexities and identifying key issues, applying sound judgement.
• Able to interpret trends and take required action; uses spreadsheet and calculations to demonstrate business case; confident in presenting price/value/ROI to customers. 
• Excellent interpersonal, written, and verbal communication skills, with an ability to adapt approach and style to suit the audience.
• Committed to providing excellent customer support and demonstrates tenacity when dealing with complex customer situations.
• Educated to degree level