Senior Manager, Customer Success

Employment Type: Permanent
Contract Duration:
At IATA, we speak for the airlines of the world, serving and supporting over 300 of them across all continents. We are passionate and knowledgeable about the aviation industry, and we strive to make it safer, smarter, more sustainable and more inclusive. We celebrate diversity and inclusion in our workforce, and we respect and value the different backgrounds, perspectives and skills of our employees. We also care about our employees’ wellbeing, and we provide flexible work arrangements, travel benefits, family-friendly policies, equal pay and a day off on your birthday. We believe in giving back to the community and encourage our staff to participate in volunteering activities that support causes they care about. We encourage you to join our global community of aviation enthusiasts, and we will do our best to make you feel comfortable during the interview process. IATA is more than a trade association; it is a vision of a better future for air travel.

About the team you are joining

IATA’s Business Intelligence Services are the focal point and driving force for data management and global BI services for the aviation industry. The team is comprised of aviation industry experts, data management and analytic professionals. One of the four verticals within the IATA BIS department focuses on Passenger Traffic & Sales.

This business unit places a strong emphasis on customer service and training: making sure all customer requests are addressed promptly and in a timely fashion, collaborating with vendors to get feedback for advanced inquiries. In addition, successful training of new product joiners is also part of this role.

The Senior Manager, Customer Success reports to the Head, Passenger Traffic & Sales BI. This position is striving for exceptional customer service and excels in training new product joiners.

What your day would be like
- Customer onboarding and training: lead a team responsible for delivering product training as part of the contract deliverables to maximize the value users are getting form the products they subscribed to.
- Customer education and support: supervise a team answering L2 and L3 customer inquiries aligned with IATA customer service process.
- Triaging customer requests, engaging the right entity / team as required (ARC, IGT, Onboarding team. etc.) and developing FAQs that might help other users.
- Identifying common requests and developing routine regional webinars to address those requests proactively.
- Feedback collection: gather and document customers' feedback and concerns, and feature requests that will be used as a base line for product developments and items for discussion during Product forums.
- Managing a team of 2 BI Experts addressing all customer product requests and inquiries.
- Working closely with the product owners, other BI experts to address the priority of enhancements and fixes with Vendors.
- Conducting regular calls with top tier customers and developing customer success planning, including milestones, tracking progress.

We would love to hear from you if you meet the following criteria
- A relevant university qualification, coupled with a minimum of 10 years of pertinent experience.
- Strong air transportation knowledge especially in the passenger side and solid business intelligence experience required.
- Solid capability in conducting in-depth data analysis, and regression analysis, especially on passenger dataset.
- Strong analytical and problem-solving skills including able to identify, analyze and resolve issues with a strong sense of urgency and attention to details.
- Excellent communications skills, being a frontliners with customers inquiries.
- Highly autonomous and organized skills, ability to work on complex tasks under mínimal supervision.
- Team player and strong sense of ownership.
- Ability to work under pressure with strict deadlines.

Travel Required: Y

**Learn more about IATA’s role in the industry, our benefits, and the team at **iata/careers/**. We are looking forward to hearing from you