Customer Success Manager, Timatic

International Air Transport Association (IATA); Hoofddorp; Hybrid; EUR 70,000 - 110,000; Full time

Benefits offered by this job

Remote and hybrid work options

Birthday off

Work from abroad policy

Job summary

International Air Transport Association (IATA) Timatic seeks a technically adept client success professional to help global airlines integrate and optimize our travel regulation solutions. You will guide onboarding, advise on process design, and troubleshoot to ensure value and satisfaction across international clients.

You will collaborate with product, sales, and IT teams, tailoring solutions to client needs while advocating for industry best practices and change management.

Qualifications

• Bachelor's degree in computer science, engineering, or a related field.
• Experience in travel industry, end-to-end passenger journey, and digital identity is a plus.
• Excellent communication skills and ability to explain technical concepts to non-technical stakeholders.
• Strong technical skills and experience working with REST APIs and related technologies.

Responsibilities

• Proactively engage with customers to identify pain points and opportunities to enhance value.
• Support onboarding of customers to latest solutions and facilitate organizational change management.
• Understand customers' business objectives and align solutions to achieve measurable outcomes.
• Analyze customers' business processes and recommend optimizations to improve efficiency.
• Share best practices and industry knowledge with airline clients to optimize solution usage.
• Act as a strategic advisor aligning solutions with clients' broader business goals.
• Contribute to client success stories and case studies.
• Work closely with airlines to ensure proper integration and implementation.

Skills

Excellent communication

REST APIs experience

Customer-centric mindset

Project management familiarity

Education

Bachelor's degree in computer science, engineering, or a related field

Tools

REST APIs

Job description

Why you will love working here

At IATA, we represent over 350 airlines worldwide, striving to make aviation safer, smarter, more sustainable, and inclusive.

• Our Values are not just words on a page - they are the energy behind everything we do: ONE IATA - We collaborate across teams, TRUSTED - We do the right thing, INNOVATIVE - We make tomorrow better, INCLUSIVE - We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous 'work from abroad' policy, and you get your birthday off!

Employment Type: Permanent

Contract Duration

Hiring Base Salary Range:

About The Team You Are Joining

IATA Timatic is a global leader in providing real-time, accurate, and comprehensive information about international travel regulations and requirements. With a history spanning more than 60 years, Timatic has a long track record of innovation and excellence in the travel industry. Timatic's solutions are used by airlines, travel agents, and other travel industry professionals to help travellers navigate the often-complex world of travel documentation and compliance.

With a team of dedicated professionals and a state-of-the-art system, Timatic is constantly working to improve the travel experience for people around the world.

What Your Day Would Be Like

Reporting to Head Timatic & Passenger Experience Solutions, the successful candidate will be responsible for helping clients worldwide fully integrate and utilize our solutions, ensuring they gain maximum value of our solutions. You’ll work closely with clients on application and process design, provide technical guidance and support, and ensure our solutions meet their specific needs. Post-implementation, you’ll proactively engage with clients to drive continuous improvements, troubleshoot issues, and ensure their ongoing satisfaction. If you are passionate about making a positive impact on the lives of billons of travellers around the world, we encourage you to apply for this exciting opportunity.

Key Responsibilities Include

• Proactively engage with customers to identify their pain points and any opportunities to further enhance the value we provide for our clients.
• Proactively engage with customers to ensure the timely onboarding of our customers to the latest solutions and facilitate smooth organizational change management across the industry.
• Proactively engage with customers to understand their business objectives and align our solutions to achieve measurable outcomes.
• Analyze customers’ business processes and recommend optimizations or enhancements to improve efficiency and effectiveness using our solutions.
• Share best practices, insights, and industry knowledge with airline clients to help them optimize their use of our solutions.
• Act as a strategic advisor to clients, helping them align our solutions with their broader business goals and long-term strategies.
• Contribute to the creation of client success stories and case studies that demonstrate the impact of our solutions on their business outcomes.
• Work closely with airlines to ensure our solutions are integrated and implemented correctly.
• Provide ongoing technical support to airline clients to ensure that the solution continues to operate smoothly. Troubleshoot any technical issues that may arise and offer solutions to ensure quick resolution.
• Foster strong, long-lasting relationships with airline clients by providing exceptional service and support.
• Serve as a point of contact for clients, communicating regularly to ensure that they are fully informed of any updates, and other relevant information.
• Work closely with internal teams, such as product development, sales, and marketing, to ensure that our solutions are meeting the needs of our clients and to identify opportunities for improvement.
• Work closely with product managers, IT Department, and suppliers in developing new products and enhancing existing products and provide technical guidance to ensure our solutions are integrated and implemented to deliver their value.
• Continuously seek to understand clients' needs and provide feedback to the internal teams to ensure that our solutions meet those needs.

We would love to hear from you if you have

• Bachelor's degree in computer science, engineering, or a related field
• Good understanding and knowledge of airline check-in processes
• Experience in travel industry, end-to-end passenger journey, and digital identity
• Excellent communication skills and ability to explain technical concepts to non-technical stakeholders
• Strong technical skills and experience working with REST APIs and related technologies
• Experience in customer support, customer success, or consulting roles
• Familiarity with project management methodologies and tools
• Ability to troubleshoot issues and provide solutions to customers
• A customer-centric mindset and focus on delivering exceptional service and support
• Knowledge of industry best practices for organizational change management and business process implementation

Travel Required: Y %5