Job Description

Account Manager, Customer SuccessToronto, Canada / Hybrid | Full TimeAbout Guestlogix:We simplify air travel by innovating airline retail and making journeys more rewarding for millions of passengers worldwide. Guestlogix is the all-in-one retail platform airlines trust to improve onboard sales and maximize retail potential. With modern crew tools, seamless guest app service, and powerful insights, Guestlogix enables airlines to deliver frictionless retail experiences that drive revenue and elevate passenger satisfaction.About the role:For our growing Customer Success team, we are looking for an passionate Account Manager who enjoys working with large airline customers in a fast-growing environment. As Account Manager at Guestlogix, youll oversee your customers through a strategic implementation process alongside an implementation team, and manage the entire lifecycle of the account, driving individual account strategy and solution adoption to ensure long-term success and retention.In this role, you will report to the Accounts Director.What you will do:

• Customer Value Realization: Responsible for understanding your customers KPIs, becoming a trusted advisor and educator to enable customers to realize the full potential and positive revenue impact of Guestlogix

• Lifecycle Management: Manage the relationship throughout the entire customer journey, from contract signed through increased adoption and engagement.
• Strategy: Lead account strategy to understand customer requirements, and tailor-fit product capabilities and business relations accordingly. Create adoption and growth plans, both customizable and replicable.
• Creativity: Identify new ways our platform can enable our partners to differentiate themselves in the market
• Champion and Advocate Customer Needs: Ensure customer needs and challenges are communicated and understood by executive and operational teams; anticipate future customer needs and proactively advocate internally to address them

• Relationships: Retain customers by driving revenue, cultivate relationships all all levels of the organization, internal and external, and build trust
• Drive Customer Revenue: Monitor account performance and utilization of Guestlogix, using data to track key account metrics;

• Analytics: Turn analytics & revenue reporting into actionable insights. Use data to prove value on a regular basis. Stay ahead of the curve with a constant curiosity for business changes, and create digestible and presentable reviews for our prized airline partners.
• Conduct Business Reviews: Prepare and perform business reviews together with your customer, sponsors and stakeholders on a regular basis to discuss accomplishments, opportunities, account growth and to identify areas of improvement. Provide forecasts, monitor account health and identify risks and/or objections.

• 5+ years of customer facing/account management experience, preferably in the eCommerce, marketing technology, SaaS or technology industry, ideally working with airline / travel clients.
• 2+ years of working within digital marketing or other martech with an understanding of how to reach the target audience. Google adwords, social media ads, and conversion marketing techniques are a plus.
• Proven success managing a customer portfolio; demonstrated ability to manage high value opportunities, leveraging data driven insights within the customer journey and sales process.
• Experience in managing customer programs from ideation, to execution, to data-driven optimization.
• Proven track record of quota attainment and/or portfolio management and can share experiences of developing business plans with a mix of tactics.
• Experience working with technical teams and a deep understanding of how technology platforms integrate into customer environments.
• Excellent cross-functional collaboration skills, with the ability to influence and partner with teams across Sales, Product, Engineering, and Marketing.
• Excellent communication and negotiation skills.
• Strong data analysis skills, with the ability to leverage insights to drive customer engagement and success strategies.
• Experience presenting to and building relationships with stakeholders across customer organizations.

• A highly motivated, trusted team that is inspired by our mission to make air travel a great experience for millions of customers around the globe.
• A fast growth and high velocity environment, based on a stable and proven business model and product.
• Flexibility and autonomy to innovate within small teams and take over entrepreneurial responsibility.
• Competitive compensation and benefits.
• A culture of trust, belonging and curiosity.
• An open, casual and flexible work environment that allows you to manage work and life and balances the benefits of remote work and in-person collaboration.

Guestlogix