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Travelport is a technology company that makes the experience of buying and managing travel continually better for everyone. It operates a travel commerce platform providing distribution, technology, payment and other solutions for the global travel and tourism industry. The Company facilitates travel commerce by connecting the world’s leading travel providers with online and offline travel buyers in a proprietary business-to-business (B2B) travel platform.
Purpose Statement: (A brief outline/description of the role)
The role of the Key Account Support Executive (KASE) is to support the sales team within a portfolio of key accounts, by ensuring the implementation and most efficient use of Travelport technology, products and services through effective account support. The role must ensure high levels of customer satisfaction through delivering excellent customer service. The role maintains and maximises revenues by providing technical and functional consultancy and support, typically in product and training scenarios
The role is crucial in maintaining competitive advantage and differentiating Travelport through the on-site support provided
Main Responsibilities: (Outline a list of the main responsibilities for the role)
Devise and implement an account support strategy which is aligned to the business requirements of the customer and Travelport
- Provide professional demonstrations, functional support and product consultancy as part of the Sales Support Team
- Develop and maintain strong relationships with the key users and influencers within an agency location, ensuring business solutions are understood and valued by the customer
- Ensure high levels of customer satisfaction through effective support and excellent customer service
- Ensure long term commitment from the customers by focusing on the breadth of product usage and how this can benefit and add value for the customer
- Adopt a proactive approach looking for opportunities within existing customers to ensure ‘lock in’ and drive incremental business, highlighting selling opportunities for Travelport products and services to the Sales, Sales Support and Account Management teams
- Input to the Customer Account Plan, assisting with development plans for increased revenue generation
- Provide input into customer proposals and tender
- Ensure all competitive information is relayed back to Manager, Marketing and Sales
- Liaise with the Service Desk to analyse opportunities for training, etc.
- Provide technical expertise on the integration of Travelport products
- Be a product expert with in depth product knowledge in specific product areas
- Measure key customer or site performance, identifying trends and developing clear plans for increasing volumes
- Works with the Sales and Account Management Teams to run and promote customer focus days.
Knowledge, Skills & Experience:
Professional:
- Experience of working in an technology and /or travel related business
- Experience of working in a global matrixed organisation ideally of similar size and revenue to Travelport or bigger
- Technical understanding of GDS functionality and Industry related work experience would be advantageous
- Strong knowledge of key products and their functionality, pricing and value
- Excellent level of technical awareness with an excellent knowledge of Travelport GDS or CRS products and services advantageous, continually developing knoweldge
- Ability to focus on the unique selling points of the products in customer demonstrations
- Understands customer requirements and can map to Travelport products and solutions
- Understands and is able to articulate the relevant value proposition
- Able to identify and qualify new sales opportunities within the account portfolio
- 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
Personal:
- Ability to develop strong customer relationships through a collaborative, consultative, reliable and empathetic approach
- Strong team player
- Excellent presentation skills, with a 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
- 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
Education/Qualifications:
- Educated to degree level or equivalent work experience
- Professional relevant qualifications desirable
Context/Environment:
The purpose of the KASE is to maintain and maximise revenue within the designated client base through the most efficient use of technology by providing effective technical and functionality consultancy and support to the designated accounts as part of the Account Management Team function.
The objectives of this role are achieved by making telephone calls, Webex presentations and on-site support visits as part of the Account Management client base and implementing account support strategy plans to meet the accounts business requirements. The KASE will develop strong business relationships with key users and influencers within the agency locations.
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