Rest of the world

Service/Account Manager - based in the UAE

Mission:

The Service Manager will be based in the UAE, preferably Abu Dhabi, and assume the full responsibility of all services delivered by CHAMP to the customers located in the Gulf region. He will be in contact with all levels of the management of the customers: the Executive Management for the strategic direction and commercial relations, the middle management for execution of the contract and the rest of the organization to support the definition of the solutions requirements and the supervision of their implementations. The Service Manager will liaise with the entire CHAMP Cargosystems organization worldwide for the delivery of the solutions.

Key responsibilities:

- Own all aspects of the relationship with the Customers
- Prime representation of CHAMP Cargosystems to the Customers
- Represent the voice of the Customers in the CHAMP Cargosystems organization
- Identify business needs of our existing customers that needs a solution which may be provided by CHAMP
- Oversee all operational, commercial, project and service activities that are delivered to the Customers
- Provide CHAMP Product Management organization the consolidated feedback from our customers to - ensure that the product evolution meets the customer needs.
- Ensure relevant support to the CHAMP Sales and Marketing organization in their new customers acquisition and market analysis
- Ensure appropriate billing of all products and services delivered to the customers
- Ensure collection of the services billed.
 

Measures:

- Customer Satisfaction
By the means of
- Results of yearly Customer Satisfaction Survey
- Number of escalation
- Participation at the yearly Customer meeting organized by CHAMP
- Business growth
By the means of
- Yearly invoiced revenue of that customer
- Number of products and services used by the customer
- Direct Sales Outstanding
By the means of the monthly DSO report from finance
 

Profile:

The candidates should meet the following pre-requisites:
- At least 5 years experience working for an actor of the Air Cargo Transport Industry (airline, forwarder, GHA, GSA)
- Extensive knowledge of the cargo airline processes and the Cargo airlines actors.
- Minimum 3 years of senior positionq with project, service and/or line management responsibilities.
- Proven experience of successful customer relationship management and supplier management.
- Functional experience in Cargospot solution, preferably as a key user.

- Familiar with accounting and financial matters.
- Service oriented, solution oriented, strategic mindset and delivery focus person.
- Practical experience of the main IT processes : requirements management, development, integration, support, maintenance
- Good ability to communicate with business, IT and management with strong understanding of user roles and requirements.
- Good interpersonal, team building and communications skillsq
- Good analytical skills, with a practical approach to problem-solving andq consensus builder.
- Fluent in English and Arabic (spoken, written) is mandatory ; other languages will be considered as assets