Customer Owner (Dublin)

The Role
The Technical Accounts Executive Manager (or Customer Owner, in industry terms) will lead and manage the overall engagement process with the customer.  The manager will own the overall health of the Customer relationship, with an emphasis on satisfying the needs expressed by the customer’s business strategy team.  As a trusted advisor, the Technical Accounts Executive Manager will provide both internal and external thought leadership, ensuring the team is engaged.  In addition, the ideal candidate will be required to analyse, articulate and communicate the customer long-term strategy within and how we will achieve strategy objectives for the client, while simultaneously creating passion, ownership & accountability within the team for the customer’s success.
 
Key Responsibilities:
Lead the Customer Team 

• Provides strong and focused leadership of the customer team.  

• Provides developmental support for all team members including planning career progression.  

• Manages people to be their best and provides timely and constructive performance feedback, in line with company HR policies.

• Represents the Customer Team as required and is the voice of the customer within.  

Profitability

• Revenue: manages all revenue drivers, current and future, to budget and to plan. 

• Positions/sells new capabilities to drive additional and incremental revenues.

• Delivers transactional volumes to plan.  

• Ensures commercial cover for planned deliverables is in place at least 90+ days ahead.

• Ensures business cases meet agreed margin against all KPIs. 

• Prepares customer budget annually while tracking/reporting on the budget monthly.

 Customer Solution

• Takes overall responsibility for final decisions relating to scope management, solution enablement & planning.

• Manages, through the team, the optimization of the customer solution production performance with an emphasis on quality & revenue.

• Ensures compliance with principles and processes.

• Responsible for the customer delivery program to ensure its success by coordinating teams, resources, and activities and providing clear direction and guidance within and with the customer.     

Customer Success

• Maintains a deep understanding of the customer’s long-term strategy and the role of in helping to achieve it.

• Can report on and describe the customers performance and competitive positioning, using publicly available material such as customer annual reports/quarterly market updates as well as applying a layer of analysis based on direct interaction with the customer. 

• Exceeds the customers’ expectations in terms of the role in delivering business value (as measured by customer satisfaction and contract renewal).

• Is very active in customer success planning, including the NPS improvement plan.

• Measures and reports on the customer’s health and happiness.

• Proactively identifies challenges and considers with the team interim and longer-term solutions with a view to communicating these appropriately to a wider group for action.

• Collaborates with the executive sponsor in order to achieve maximum customer success.

• Has a thorough understanding of the customer contract and ensures complete compliance with it.

 
Proven Competencies & Skills:

• Ability to own and manage to plan a customer P&L. 

• A proven track record of empathy for customers ensuring the customer achieves the objectives they set out in relation to their collaboration with our clients. 

• Experience in understanding customer strategies & goals, proactively gathering information to learn their needs and identify their expectations.

• Understanding of the airline sector, challenges and opportunities.  

• A passionate interest in the customers success coupled with a can-do attitude to managing challenges and change. 

• An enthusiastic and creative leadership style and the ability to inspire others in the team.

• Ability to hold people accountable for meeting commitments and achieving results.

• Mature leadership style to deal effectively with, and gain support from people, even in difficult situations.

• Focus on success and shared credit across the team.

• General commercial acumen and a deep understanding of value drivers in recurring revenue business models.

• Demonstrated ability to influence through persuasion, negotiation, and consensus building.

• An excellent proven track record of dealing with and influencing senior leaders (both internally & externally) with the customer and with other stakeholders.

Desirable Skills:

• Experience working with demanding customers.

• Prior working experience with American/Canadian Airlines would be an advantage.