Key Account Manager for the US, Caravelo

• Bachelor's degree and a minimum of 3 years of experience as a Key Account Manager or a Customer Success Manager role having dealt directly with high-touch clients
• Being able to work in the United States and/or Canada and having flexibility to travel frequently
• Strong understanding of the airline industry and value drivers in Revenue Management, Ancillary Management and recurring revenue business models
• Fluent communication skills (written, verbal, presentation) in English
• Be resourceful and self-organized, with ability to work independently
• Analytical skills to analyze, draw inferences from data and make informed recommendations to key customers
• Proficiency with MS Office and Google Suite
• The flexibility to travel often and to be able to work remotely, often in isolation
• Ability to communicate, present and influence credibly and effectively at all levels of Caravelo and the clients organizations

Desirable

• Build and maintain strong relationships with multiple individuals, both junior and senior, within the assigned partner organizations, serving as an escalation point of contact for issues that impact the client’s success in the short term, but also developing strategic accounts plans and identifying growth opportunities for the long-term
• Developing and sustaining solid relationships with key clients that bring in the most income for the company, often in face-to-face meetings
• Acting as the main point of contact between key customers and internal teams, addressing and resolving client’s complaints, inquiries and requests
• Monitor main metrics to ensure adoption and optimal use of the product
• Identify strategies for revenue acceleration and churn reduction, executing plans that drives business growth and maximize revenues from key accounts
• Executing Caravelo’s customer success plan, following an orchestrated journey across the three main phases in customer’s lifecycle: Onboarding, usage and expansion
• Ensure high level business alignment, define core processes and set expectations of the product and service to be delivered during the onboarding of a new key client
• Organize and lead structural weekly calls and quarterly business reviews
• Coordinate the solution of any issue that might put in risk the desired results, handling expectations and proper communication to maintain trust
• Identify and explore cross-sell and upsell opportunities with existing key customers
• Foster collaboration within Caravelo’s teams and across commercial verticals
• Implementing research activities to analyze client feedback and monitoring new and existing project plans and executions for desirable results
• Updating and documenting all activities completed with customers in accurate and timely manner for future references
• N 1 Month
• You get familiar with our Subscriptions product, its business rules and implementation for each one of our current customers
• You participate in team meetings and contribute to discussions with our Product and Sales department
• You have a deep understanding of our key metrics, their historical trends and how to effectively communicate them to stakeholders
• You provide visibility to customers of deliveries and product enhancements
• You stay constantly informed about the industry trends and news, specially focused in the companies that operate in the North America region
• You become the main focal point and start leading weekly meetings with one of our key customers located in the North America region
• In 3 Months
• You are the main point of contact and leader of all meetings with our key customers in North America, ensuring their inquiries are promptly addressed
• You communicate effectively, both internally and externally, the impact that our Subscription product adds to the success of our key clients
• You conduct regular business reviews and performance analysis for key accounts, providing valuable insights and recommendations to enhance the partnership in the short and long term
• You generate alignment and cooperation among internal stakeholders, contributing to the clarity of the delivery requirements requested
• In 6 months
• You are in full control of the relationship with key customers in the North America region, anticipating and escalating challenges to internal stakeholders when necessary
• You become a business expert and strong advocate of the impact that Caravelo’s product offers to our key customers
• You are a proactive and results-oriented individual who is constantly looking for ways to improve existing processes and procedures, both internally and externally, also identifying opportunities for upselling and cross-selling
• You provide visibility and inputs needed to our Product department to help them build our Subscriptions roadmap