Senior Customer Solutions Manager (Portugal)

Atriis – a travel tech SaaS company on its mission to enable true digital transformation in the travel industry, introduced the market with its disruptive technologies, helping travel companies (B2B and B2C) to reinvent the way how they create a unique traveler experience and explore unlocking new revenue lines streams for their business. We have cutting-edge technology with an amazing team of very ambitious employees, and we are causing a huge disruption in the industry!

As a Customer Solutions Manager, you will work to ensure that our customers have a positive experience with the company’s products and services. You will work with a wide range of stakeholders to ensure that everything goes according to plan. As a Customer Solutions Manager you will be responsible for developing all processes and tools for customer implementation lifecycle and identify all defects and provide an efficient interface with all relevant departments. You will get the unique opportunity to gain experience in working with an agile team, understanding enterprise problems and goals, analyzing needs and solutions, driving change, and facilitating stakeholder collaboration.

For this role we need an energetic, highly motivated, can-do attitude individual who enjoys networking and establishing relationships, who can learn at an accelerated pace and stay focused on the bottom line.

As the Customer Solutions Manager you will need to:

  • Build and maintain the full implementation concept and methodology, define (and re-define) the standards, to drive the optimum business impact for Atriis and its customers;
  • Act as a project manager, planning and overseeing each project within Atriis, from the initial idea through to completio
  • Own , and/or partially own in the role as subject matter expert, the end-to end project, coordinating between the client, internal stakeholders (Customer Success Manager, Sales Manager, Product, Support) and 3rd party suppliers.
  • Manage client expectations (during implementation); Support Customer Business Analysis. Identify and analyze business needs; translate into Atriis setup scenario; scope, and prioritize
  • Ensure client site settings are tested on a regular basis prior to go-live by running user-acceptance test (UAT)
  • Handle the onboarding library making sure general onboarding materials are up to date.
  • Owning the knowledge from product and training and certification program of the company employees (technical product perspective)
  • Train Customer Success Management and Support Team, and handle training libra • Train customers as part of the implementation process.
  • Develop and share best practices:
  • Oversee existing processes (can be Support, QA or CSM related) introducing improvements and enhancements
  • Continually improve the quality, effectiveness, and efficiency of Atriis processes;
  • Collaborate with the team documenting all the company process and ensure it’s available for everyone; Keep documentation updated
  • Provide detailed status updates to management concerning the progress of customer implementations and ongoing projects.

 

Must Have experience:

Minimum 4 years travel industry experience. Deep knowledge of corporate travel agency processes and operational standards. Global GDS industry including competitive environment and business landscape. Experience with administrating and implementing online booking tools is a BIG plus. Selling large net contract value engagements in travel & related technology solutions.

 

Knowledge, skills and abilities:

  • Managing implementations of big and complex systems
  • Project management
  • Ability to lead and direct multiple projects simultaneously
  • Tech savvy with a good understanding and familiarity with customer journey
  • Strong verbal communication and listening skills both internal and external to include: expectations, best practices, timelines, and documentation
  • Sharp, fast learner, self-starter with excellent presentation skills
  • Excellent written and verbal English communications skills
  • Ability to work effectively across time zones & cultures
  • EU / UK – residency
  • Willingness to travel