Principal Customer Success

For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster. 

As Principal– Costumer Success, you will cultivate and maintain strong relationships within assigned accounts, ensuring high levels of customer satisfaction, facilitating the delivery of customers desired business outcomes, leading to strong renewals, retention and growth opportunities. You will work closely with our customers alongside sales, service delivery, PMO, product management and Finance teams to ensure our services are delivered successfully.

Duties and Responsibilities:

• Develop customer success plans (mutually agreed with customer) and monitor/report performance and monitor and report customer health and develop plans for improvements where risks/issues are identified

• Build relationships with assigned customers, help them with issues and continually delight them with a positive, customer centric attitude. 

• Be a customer advocate, capturing customer feedback, reporting requests to respective teams and identifying opportunities for improvements

• During onboarding, ensure that customers are properly trained and educated on product usage; so their adoption time is minimized

• Be the voice of the customers in the company, providing the suitable balance between the customer’s requests and the company’s vision.

• Identify need for improvement in process and work collaboratively across teams to effect this and be commercially minded and work in close proximity to the Account/Sales Management Team to position for business retention and growth, contract renewal and service extension

Knowledge, Experience and Skills:

• Establish effective collaborative relations with other departments within the business unit or external organizations.

• Excellent communication skills with the ability to make compelling presentations to an audience of diverse and senior business stakeholders

• Understanding of complex and lengthy sales cycles and how to create achievable milestones and deliver meticulous follow-up

• Must be strategic, flexible, tenacious and results-oriented

What do we offer?

• Open culture and challenging opportunity to satisfy intellectual needs

• Flexible working hours

• Work-life balance

• Excellent, dynamic and multicultural environment

About Accelya

Accelya is a leading global technology and service provider to the air transport industry delivering innovative change at speed and scale.

The company´s market-leading passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing.

Over 250 airline customers count on Accelya, with operations spread across nine countries and employing over 2,000 professionals worldwide.

For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future.

Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster.

For more information, please visit www.accelya.com

What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!