Customer Success Manager

Powering the agentic revolution in travel. Sabre is an AI-native technology leader, backed by one of the world’s largest travel data clouds. Built on an open, modular, cloud-native architecture, Sabre serves as the backbone for both established leaders and bold, new disruptors, guiding them to the next age of travel retailing through intelligent, connected, and personalized experiences. With AI at its core and operating at unparalleled scale, Sabre transforms insights into innovation, empowering airlines, hoteliers, agencies and other partners to retail, distribute and fulfill travel worldwide.

Note - TPG Capital, a global alternative asset management firm, recently acquired Sabre Hospitality Solutions. Over the coming months, Sabre is working with TPG to formally separate the Sabre Hospitality business from Sabre. It is important to understand that while you will be employed by a Sabre legal entity, your role will be supporting Aven Hospitality, which is now owned by TPG. Further information about the transition of Sabre Hospitality Solutions employees to TPG legal entities will be shared as we progress. 

Aven Hospitality is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel.

Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.

Simply put, we connect people with moments that matter.

Working in the Aven Hospitality’s Enterprise Architecture team gives you opportunities to develop your technical, business and intercultural skills, cooperating with people from all over the world. Aven Hospitality is growing and is rapidly expanding both its product and geographic footprint. Aven Hospitality has a comprehensive suite of best-in-class products that empower hotels and hotel chains to better market and sell their products, as well as manage the guest experience.

Team Description

The Customer Success Managers will work with our customers to achieve their desired commercial outcomes as outlined in their customer success plan and drive value realization.  The customer success managers will work closely with our commercial team to facilitate greater customer engagement and revenue retention/expansion. 
 

This is a new team and function.  The Customer Success Manager will be expected to support efforts to stand up and enable an efficient and expandable team. The team’s success will be measured on how well they support customer value realization and goal attainment, revenue retention and expansion, and successful renewals.

Role and Responsibilities

• Support the Director’s efforts to develop, deploy and maintain team engagement strategies and performance metrics aligned with organizational expectations and customer success metrics
• Facilitate onboarding, closing any gaps in expertise or knowledge and promoting continued education
• Develop and maintain relationships with commercial, product, and delivery team members necessary to be successful and effective as the voice of the customer
• Effectively engage customers as part of their book of business
• Establish customer baselines and either partner to create or refresh their customer success plan
• Create engagement strategies that promote customer success, goal attainment and value realization
• Serve as the customers liaison with Aven operations and, more broadly, the customer’s champion
• Partner with the commercial team to report on customer progress and areas of greater opportunity
• Support their Aven Hospitality colleagues as they support customer success
• Support efforts to report team performance metrics and offer strategies to increase impact and expand outcomes

Qualifications and Education Requirements:

• Minimum 5 years of customer success, relevant sales, consulting, or hospitality distribution/revenue management experience
• Extensive experience with SynXis CRS and deep understanding of Hospitality commerce, including revenue management, total revenue attainment, distribution strategies, guest acquisition and retention strategies, cost of goods/service sold and knowledge of the competitive landscape, key trends, opportunities, and challenges
• Bachelor’s Degree or equivalent in relevant field, including relevant industry experience
• Proven experience in fostering customer relations and supporting customer goal attainment and value realization
• Proven ability to influence cross-functional teams within a global matrix organization, with strong capabilities to build relationships with internal and external stakeholders
• Professional presence and business acumen with articulate and persuasive oral and written communication skills
• Critical thinking skills with the ability to anticipate potential issues and suggest creative alternatives to overcome barriers
• Strong people skills and extremely resourceful
• Strong knowledge of the travel/hospitality markets and/or enterprise software space
• Strong analytical and problem-solving skills
• Ability to lead or influence individuals or teams
• Demonstrated ability to develop and foster strong customer relationships
• Strong verbal, written and presentation skills
• Creative thinker and problem solver
• Strong interpersonal and communication skills
• Self-motivated, results-oriented professional

Nice to have skills:

• Salesforce
• Understanding of Software Development Life Cycle and a SAAS business model

Benefits

• Work in modern Zonamerica campus alongside all the amenities it has to offer!
• Annual Performance bonus plans
• Development opportunities in country or globally
• We offer a competitive private health insurance for employees and eligible children 
• Extra Paid Time Off (5 extra days each year) 
• 3 month paid parental leave (12 weeks for fathers/ 18 weeks for mothers) 
• Daily meal allowance
• Life Insurance 
• Corporate Social Responsibility opportunities
• Recognition and acknowledgement programs
• Fun employee engagement and development events

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as we progress your application. Please note that only candidates who meet the minimum requirements will proceed in the selection process. To learn more about the people and culture at Sabre, follow us on Facebook and LinkedIn.

This job posting comprises the law No 19691 and its decree No 73/019, which includes the people registered in the National Register of disabled people who have the skills and aptitude for the position described in the present posting.