Employment Type: Permanent
Contract Duration:
Why you will love working here
At IATA, we represent over 350 airlines worldwide, striving to make
aviation safer, smarter, more sustainable, and inclusive.
• Our Values are not just words on a page - they are the energy behind everything we do: ONE IATA - We collaborate across teams, TRUSTED - We do the right thing, INNOVATIVE - We make tomorrow better, INCLUSIVE - We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous 'work from abroad' policy, and you get your birthday off!
About the team you are joining
Reporting to the Senior Manager, Customer Success,
CP&S-BIS-Passenger Traffic and Sales BI, the incumbent is part of the
Aviation Data department and acts as the subject matter expert on traffic
related data solutions and manages the relationship with all customers of the
Passenger BI portfolio. This role is pivotal in achieving high customer
satisfaction and full retention of existing customers.
What your day would be like
You will be managing Customer Success and provide
end-to-end support for the clients of the Passenger BI portfolio, including the
following main areas:
Customer Training: Conduct initial and recurring trainings to customers (online and in person), prepare training materials and use cases relevant to each customer, be able to explain complex processes in a easy to understand manner, be able to answer on the spot questions, provide additional explanation and assure that training delivery is complete and users are capable of fully utilizing the solution.
Account Management: Address customer inquiries reported though all channels, engage in regular and ad hoc customer meetings to ensure that all customer inquiries and requests are addressed in a timely matter and with a high customer satisfaction. Be the single point of contact for selected customers, coordinate with all relevant stakeholders to resolve any customer inquiry and provide adequate resolutions. Provide customer feedback to internal stakeholders on customer feedback and bugs / enhancements request for development prioritization.
Process and Documentation Management: Own the maintenance of up-to-date Customer Success Standard Operating Procedures, product materials (Knowledge Hub / Product Manual) and other required documentation to assure smooth operations and support of the customers.
Technical Expertise: Perform data analysis, identify data anomalies, troubleshoot customer extractions, perform user acceptance testing. Be able to support these activities for both the user interface as well as data feed inquiries.
We would love to hear from you if
A University degree with major in aviation, transport or statistics related subjects
Airline/Aviation/Transport/Travel working experience and/or account management side
Strong air transportation knowledge especially in passenger sales
Demonstrate high interest and experience in business intelligence (BI)-related scope of work. Hands-on experience on DDS is an advantage.
Strong account management skills and interpersonal skills
Experience of working with a global customer based and multicultural environment
Advanced Microsoft Excel skills with ability to construct complex logic/expression/formula, navigate around Power BI, and Atlassia
Basic Experience with SQL query in AWS and Snowflake
Capability in working under ongoing multi-tasking environment with tight deadline
Highly autonomous and organized skills, ability to work on complex task under minimal supervision.
Travel Required: 10
Learn more about IATA’s role in the industry, our benefits, and the team at iata/careers/. We are looking forward to hearing from you!
