Director of Customer Success

Full job description
Role Overview:

As our Customer Success Director, you’ll be an invaluable member of our commercial team spearheading customer sales initiatives and fostering key relationships, primarily in the Americas market. Your role will be crucial in expanding our client base, creating business opportunities and driving revenue growth in this exciting sector. The role involves international and domestic travel, with the understanding that certain assignments may require being away for several weeks at a time.

Who We Are Looking For:

You’ll build trusted relationships with our customers, working closely to understand their goals and help them get the most value from our products. With a strong commercial mindset, you’ll identify opportunities for growth, optimise product usage and ensure a positive experience that supports long-term success for both the customer and our business.

Job Responsibilities:

Build transaction volume: Work with new and existing customers to drive transactional volume growth.
Identify and deliver new opportunities: Understand client ambitions and requirements to recommend and deliver new products and solutions to grow revenues.
Client portfolio management: Nurture and grow relationships with existing clients, ensuring their continued success, satisfaction and loyalty.
Contract delivery: Successful delivery of services and outcomes in line with contractual obligations.
Develop and execute growth strategies: Craft and implement targeted growth plans to capture new business opportunities.
Business reviews: Conduct comprehensive business reviews providing insights and recommendations.
Product positioning: Showcase our cutting-edge travel technology solutions, highlighting their unique value propositions to potential clients.
Content and partner optimisation: Promote relationships effectively to optimise value for the business and partners in commercial agreements.
Implementation oversight: Coordinate with the implementation team to ensure a smooth and speedy onboarding experience.
Cross-team collaboration: Work closely with internal teams to ensure seamless communication.
Job skills/competencies/experience:

In-depth travel industry knowledge: Broad experience in the corporate travel sector. This should include GDS knowledge and a detailed understanding of accommodation distribution.
Technical competence: Understanding of the current travel technology systems including knowledge of payment and back office capabilities.
Presentation skills: Ability to deliver compelling presentations that resonate with stakeholders.
Software proficiency: Strong skills in Microsoft Office, Google documents and other relevant business tools, including CRM familiarity
Self-motivation: The drive to work independently and achieve results in a dynamic environment.
Travel: Willingness and ability to travel as required to support business needs, client engagements or project delivery
Qualifications:

Degree level or equivalent qualifications
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Director of Customer Success
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Department:
Commercial
Location:
Remote (UK/Europe)
Experience:
5+ years
Job Type:
Permanent Read more