Monitor and analyze competitive activities to assess any threat to customer engagement
Oversee all projects related to assigned customers (Product Performance and engagement, especially with respect to digital media channels – SEO, SEM, Display, Email, Social, Affiliates)
Monitor performance of products and services to help define action plans to hit KPIs and value growth of engagement
Demonstrate clear understanding and mastery of the airline technology environment
Customer success and growth
Develop a deep understanding of the technical and business challenges customers face to identify opportunities to upsell and increase ACV (Annual Contract Value) of products and services
Works with Sales department to define upselling strategies and goals for existing customers
Discuss opportunities for new products with Product Managers to develop products to meet customers’ challenges that might lead to upselling opportunities
Account management
Oversee communication with the customer; escalate issues
Critical review of account performance
Communicate implemented initiatives; highlight deliveries to the customer
Act as the primary point-of-contact for customers through the entire customer cycle and build relationships with heads of business, stakeholder departments, and partners to maximize long-term revenue opportunities
Manage customer expectations
Be prepared to step in as needed on behalf of other specialized departments in isolated incidents of needed additional support, and maintain sufficient expertise and execution capabilities to do so
Guide, review and ensure the quality of deliverables to the customer (presentations, analysis, assessments)
Work closely with Customer Performance Director to staff projects according to customer needs and plan the execution of strategies and tasks
Reports to the Customer Performance Director, with consistent communication with adjacent departments including Product Implementation, Product/Project Management, Data Analytics, Performance Marketing team, and partners
Required Qualification
Knowledge in performance marketing reporting tools (Google Data Studio, Google Ads, Tableau, Search Console, Advanced Web Rankings, etc)
Account management experience and strong enthusiasm for sales and account growth
Ownership mentality to independently develop and manage customer relationships
Planning and analytical skills
Strong performance digital marketing knowledge (SEM, SEO, Display, Email, Social)
Experience with extensive knowledge of e-commerce technology and analytics platforms (Google Analytics/Adobe Omniture)
Excellent communication and internal coordination skills
Strong attention to detail and clear communicator and listener, both in-person and virtually
Ability to deliver clear and compelling information to senior level and technical airline teams
A logical, data-driven mindset backed up by a creative and diligent approach to relationship building
Proficiency in Excel, PowerPoint, Word
Bachelor’s Degree, ideally in Marketing, Business, Economics or a related field
Desired Qualification
Experience with B2B SaaS and/or technology products
Experience managing customers the travel and/or airline technology space
Be able to communicate in Arabic or another MEA regional language
Expected salary:
Location: Abu Dhabi
Job date: Wed, 02 Apr 2025 03:38:56 GMT
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