Senior Specialist 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. 

Role purpose
As a Senior Specialist – 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. Facilitation of product adoption and the effective use of products.
Duties and Responsibilities:

• Develop customer success plans (mutually agreed with customer) and monitor/report performance
• 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. 
• Collaborate with internal teams to facilitate early increased adoption and maximum product usage 
• 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.

Knowledge, Experience & 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
• Experience in the airline industry is preferred
• +5 years of experience in similar role

What do we offer?

• Full time job

• Open culture and challenging opportunity to satisfy intellectual needs

• Training and development opportunities tailored to you and your career goals

• Smart working: remote/office working environment

• Excellent, dynamic and multicultural environment

Equal Opportunity
Accelya is an equal opportunity action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, religion, gender, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.
About Accelya
Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers and take control of their retailing.
Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya are trusted by industry leaders to deliver now and deliver for the future.
The company´s passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya are proud to deliver leading-edge technologies to our customers including through our partnership with AWS and through the pioneering NDC expertise of our Global Product teams.
We are proud to enable innovation-led growth for the airline industry and put control back in the hands of airlines.
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!