Customer Success Manager I

Customer Success Manager I Germany

Travelport is a place of opportunity. It's our incredible team that makes our company great - our people drive our winning culture

What's Travelport?

Travelport is a worldwide travel retail platform that provides easy ways for businesses like airlines, hotels, and car rental companies to connect through personalized content to agencies and travelers. The world is changing, and our industry must change with it. We're leading the change; we are the change.

We are on a mission to power the future of travel.

Come and be part of an organization that is committed to building a culture of inclusivity built upon a diverse workforce that is reflective of the communities in which we operate.

What does a great Customer Success Manager (CSM) do?

The CSM works alongside the account management teams by ensuring the implementation and most efficient use of Travelport technology, products and services through valuable account support. They ensure that customers are able to onboard with Travelport successfully and realise the segments contracted. The CSM engages with the customer's organisation as required, as well as with internal departments, to provide ongoing value to our customers and building their (and our) success stories.

The CSM maintains and maximises revenues by providing technical and functional consultancy and support, typically in product and optimisation scenarios.

The role is crucial in maintaining competitive advantage and differentiating Travelport through the support provided.

Responsibilities include:

• Be the primary point of contact with any assigned customer(s) for all operational/product functionality­ related matters
• Responsible for the functional and technical relationship be-it in existing or new business portfolios, working closely with commercial account managers (AM) and/or business development managers (BDM).
• Promote the adoption and support the use of the MyTravelport digital platform with customers.
•  Assess customer operations on a regular basis to determine efficiency gains and opportunities through product integration or provision of training from end-to-end.
•  Develop and maintain deep-rooted relationships with assigned customers, incl. senior levels of management within the customer's organization.
•  Develop a strong product knowledge to effectively promote, sell, demo and onboard Travelport products and services by encouraging greater adoption.
• Ensure customers receive value quickly by managing product implementation and onboarding effectively.
•  Assess customer operations on a regular basis to determine and provide product needs from end -to­ end
• Undertake product testing and product validation, as required.
• Provide customer advocacy by feeding back input based on customer requirements and needs through engagement with the Product teams, incl. contributing to the prioritization and tracking progress.
• Effectively promote and sell Travelport products and services to the customer(s).
• Responsible for customer onsite visits to discuss operations/product and business flow.
• Responsible for advising customers on issues related to new product awareness/new vendors/new features/; where the CSM holds the primary relationship.
• Input into the RFP response process from a functional perspective
• Represent Travelport at corporate events, trade shows and sales meetings, independently or with colleagues.
• Maintain current industry knowledge and knowledge of Travelport's products and services

Essential skills

• Proven experience in customer success, account management, or a similar client-facing role within the travel, technology, SaaS, or related industries
• Strong knowledge of travel industry operations and workflows, ideally with experience working with or supporting travel agencies, airlines, or travel technology platforms
• Fluent in both German and English, with excellent written and verbal communication skills
• Strong technical aptitude and ability to learn and support complex systems and platforms; comfortable working with digital platforms, APIs, and integrations
• Track record of successful onboarding, adoption, and customer engagement initiatives that drive value and product utilisation
• Analytical mindset, with the ability to assess customer performance and identify opportunities for optimisation and growth
• Excellent stakeholder management and relationship-building skills, including experience engaging with senior-level decision-makers
• Highly organised and self-motivated, able to mana