Customer Success

Customer Success Manager (UK-based)

Preferable Location: London   |   Full Time


Do you want to be a part of a global success story in a $2500B industry?


Despite the pandemic the Travel-tech industry is still booming, enormous transactions worldwide by leading tier 1 Venture Capitals in new companies creating huge hype that was never felt before.



Atriis - a travel tech company on its mission to enable digital transformation in business travel- introduced the market with its disruptive technologies, helping Travel Management Companies and Corporates to reinvent the way they do business together. 

We are looking for a people focused Customer Success Manager based in the UK, has a travel business and tech orientation to grow Atriis key customers in the UK. 

The  Customer Success Manager will drive growth and success for our customers by creating close professional relationships, understanding their business and needs and hence promoting their use of Atriis solutions & products.


As a Customer Success team member, you will guide & advise a wide variety of customers, ensure they launch Atriis successfully, and are continually driving business value from Atriis. You’ll work closely with customers to discover their business needs and challenges. This also includes coaching them on the best ways to use Atriis to solve their main pain points.


Working closely with Atriis' Sales, Support and Product Team, you’ll provide input into strategic customer plans to help identify areas where existing customers could improve their use of Atriis. From time to time you may also work with Account Executives to advise prospective customers on the best ways to launch Atriis within their company.


As an Atriis Customer Success Manager, you are continually focused on helping our customers improve their travel sales performance and customer onboarding processes with Atriis.


Responsibilities:

  • Customer onboarding, training, and support
  • Liaise with key customers, understand their business and their needs to promote the use of Atriis solutions and products
  • Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos and webinars

  • Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices

  • Analyzing customer data and helping them discover aspects of the product that are most beneficial to them

  • Carrying out periodic health checks to avoid churn

  • Firefighting during account escalations

  • Account management and renewals

  • Keeping customers updated on changes to the product they’re using, new features and new products they might find useful

  • Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals

  • Upselling and cross-selling through review of customers’ progress

  • Represent the customer’s voice at Atriis; and Atriis' voice at the customer
  • Shape and steer the customer’s transformational management journey to drive optimal adoption
  • Work with internal teams to increase the value we are delivering to our customers
  • Communicate customers insights to optimize customer experience 
  • Occasional travel to customers and professional conferences

 

Requirements: 

  • Significant Account management experience in the Travel space focusing on technology and digitalization

  • Understand the competitive landscape in the UK market and typical Corporate customer needs in the travel space

  • Critical requirement: Proven track record of Travel Booking Platform integration, implementation, configuration, set-up, maintenance, support, and finding smart workarounds, according to system capabilities and underlying customer needs

  • Highly experienced in travel management transformation and change management induced by digitalization

  • Energetic, highly motivated, can-do attitude individual who enjoys networking and establishing relationships

  • Business travel and travel tech orientation & background

  • Attention to the detail

  • An expert in building long-term professional relationships and networks

  • Strong in organizing and setting priorities.

  • Sharp, fast learner, self-starter with excellent presentation skills

  • Excellent verbal and written communications skills

  • Apart from English, German language a clear plus

  • Willingness to travel


We look forward to your application including an indication of your salary expectation for this role.

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