Key Account Support Executive

Purpose Statement: (A brief outline/description of the role)
The role of the Key Account Support Executive (KASE) is to support the sales team within a portfolio of key accounts, by ensuring the implementation and most efficient use of Travelport technology, products and services through effective account support. The role must ensure high levels of customer satisfaction through delivering excellent customer service.  The role maintains and maximises revenues by providing technical and functional consultancy and support, typically in product and training scenarios
The role is crucial in maintaining competitive advantage and differentiating Travelport through the on-site support provided
Main Responsibilities: (Outline a list of the main responsibilities for the role)
Devise and implement an account support strategy which is aligned to the business requirements of the customer and Travelport

Provide professional demonstrations, functional support and product consultancy as part of the Sales Support Team
Develop and maintain strong relationships with the key users and influencers within an agency location, ensuring business solutions are understood and valued by the customer
Ensure high levels of customer satisfaction through effective support and excellent customer service
Ensure long term commitment from the customers by focusing on the breadth of product usage and how this can benefit and add value for the customer
Adopt a proactive approach looking for opportunities within existing customers to ensure ‘lock in’ and drive incremental business, highlighting selling opportunities for Travelport products and services to the Sales, Sales Support and Account Management teams
Input to the Customer Account Plan, assisting with development plans for increased revenue generation
Provide input into customer proposals and tender
Ensure all competitive information is relayed back to Manager, Marketing and Sales
Liaise with the Service Desk to analyse opportunities for training, etc.
Provide technical expertise on the integration of Travelport products
Be a product expert with in depth product knowledge in specific product areas
Measure key customer or site performance, identifying trends and developing clear plans for increasing volumes
Works with the Sales and Account Management Teams to run and promote customer focus days.

Knowledge, Skills & Experience:Professional:

Experience of working in an technology and /or travel related business

Experience of working in a global matrixed organisation ideally of similar size and revenue to  Travelport or bigger
Technical understanding of GDS functionality and Industry related work experience would be advantageous

Strong knowledge of key products and their functionality, pricing and value
Excellent level of technical awareness with an excellent knowledge of Travelport GDS or CRS products and services advantageous, continually developing knoweldge

Ability to focus on the unique selling points of the products in customer demonstrations
Understands customer requirements  and can map to Travelport products and solutions
Understands and is able to articulate the relevant value proposition
Able to identify and qualify new sales opportunities within the account portfolio
Must have the ability to assess and analyse situations accurately, grasping complexities and identifying key issues, applying sound judgement
Able to interpret trends and take required action; uses spreadsheet and calculations to demonstrate business case; confident in presenting price/value/RoI to customers

Personal:

Ability to develop strong customer relationships through a collaborative, consultative, reliable and empathetic approach
Strong team player
Excellent presentation skills, with a confidence that engages the audience.  Able to effectively deliver key messages and demonstrate products via a wide range of media
Able to plan and prioritise, being self-disciplined with good time management
Excellent interpersonal, written and verbal communication skills, with an ability to adapt approach and style to suit the audience
Committed to providing excellent customer support and demonstrates tenacity when dealing with complex customer situations

Education/Qualifications:

Educated to degree level or equivalent work experience
Professional relevant qualifications desirable

Context/Environment:

The purpose of the KASE is to maintain and maximise revenue within the designated client base through the most efficient use of technology by providing effective technical and functionality consultancy and support to the designated accounts as part of the Account Management Team function.
The objectives of this role are achieved by making telephone calls, Webex presentations and on-site support visits as part of the Account Management client base and implementing account support strategy plans to meet the accounts business requirements.  The KASE will develop strong business relationships with key users and influencers within the agency locations.