Customer Support Partner
Sabre
Manama, Al Manamah, BH
منذ 20 يوم

Job Family : Sales

Sabre Corporation is a leading technology provider to the global travel and tourism industry. Sabre’s software, data, mobile and distribution solutions are used by hundreds of airlines and thousands of hotel properties to manage critical operations, including passenger and guest reservations, revenue management, flight, network and crew management.

Headquartered in Southlake, Texas, USA, Sabre operates offices in approximately 60 countries around the world. Sabre posted $3.

2 billion in revenue in 2014 and employs approximately 10,000 people globally through its three business units Sabre Travel Network, Sabre Airline Solutions and Sabre Hospitality Solutions.

Job Description

The (CSP) role is within Sabre Airline Solutions organization and is responsible for the on-going support aspects to one of our largest airline

clients.

CSP is the advocate of the Customer within the organization and will work closely with the Account Director as part of the overall Account Team, and specifically focus on solution adoption, understanding the Customer landscape, key Customer performance indicators and trends.

The CSP will have a broad base understanding of the Customer environment specifically around assets procured from Sabre, Competitor products and or solutions created by the Customer themselves.

The CSP will also navigate across the Sabre Organizations and Customer Organization in order to facilitate faster resolution time to issues.

Responsibilities :

1) Build and Grow Client Relationships

  • Partner with client to ensure they are receiving business value for their solutions procured from Sabre (e.g. revenue realization, data integrity, etc.)
  • Conduct regular operational and business 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
  • 2) Communicate internally within Sabre

  • Communicates the client's goals within Sabre and represent the client's interests to internal teams
  • Continuously gather knowledge of competitors and reflect this within the Client Process Flow
  • Navigate across Sabre product owners to facilitate, construct or design potential new processes
  • Be the clients advocate within Sabre and conduct or facilitate meetings within Sabre to better describe, explain client expectations or needs.
  • Work closely with Delivery / Customer Care to identify and resolve chronic trends or issues associated to the client's environment

  • Provide coordination assistance during high severity service incidents.
  • Maintain knowledge of delivery activities and assist with the coordination between Sabre and the client as needed. Work with Account Director to address and manage conflict resolution between Sabre and Customer and to reconcile customer expectations with the contracted solution to be delivered
  • 3) Ensure Customer Satisfaction

  • Ensures that client issues are dealt with in an efficient manner, informing the Account Director or General Manager of any problems that may arise, that could result in escalations to senior Sabre executives
  • Periodically solicit client feedback to assess client satisfaction around areas of engagement, projects management and or Client Support
  • Construct an action plan to address concerns raised by client and discuss progress and actions during operational review sessions
  • Perform quarterly or bi-annually business review sessions with key client stakeholders and Sabre Account Director to discuss progress, trends, business value and pending issues
  • Job Requirements

  • Minimum 5 Years of Airlines Experience and fluency in English language
  • Familiar with usage of Dashboards, Process Flows, Surveys and Scorecards
  • Strong analytical skills and problem-solving ability (able to demonstrate that in creation of Excel tables and charts, and Power Point decks)
  • High level of initiative and work well in a team environment
  • Demonstrate intellectual curiosity - expand knowledge base
  • Plans and carries out responsibilities with minimal direction
  • Motivated and goal oriented
  • Comfortable in engaging on Manager / Director / Executive Level with Customer
  • Familiar with Project Management Principles
  • Provide Leadership and drive consistency in Sabre's Delivery Methodology
  • Establish effective communication channels between Sabre and Customer as well as peers
  • Chair regular Customer Business review meetings and or operational review meetings, internal and external to Sabre
  • Demonstrate an effective working relationship with the Account Director
  • Drive work-shops and discussion topics with peers
  • Drive knowledge sharing work-shops
  • Be able to handle multiple Customers
  • Demonstrate capability to "Stand-In" for Account Director in his / her absence
  • Demonstrate capability to contribute towards new opportunities (RFP's RFI's etc)
  • Relationship Management (ability to manage and coordinate communication between the client and Sabre)
  • Job Location : Addis Ababa, Ethiopia

    We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses.

    Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process.

    قدِّم طلب ترشيحك
    قدِّم طلب ترشيحك
    بريدي الالكتروني
    بالنقر فوق "متابعة"، عطي نيوفو الموافقة على معالجة بياناتي وإرسال تنبيهات البريد الإلكتروني لي، وفقًا لسياسة الخصوصية الخاصة بنيوفو. يمكنني إلغاء اشتراكي أو سحب موافقتي في أي وقت.
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