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

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