Product Customer Success Manager (Data Products)

About the position

It's a great time to join us at Airlines Reporting Corporation (ARC)! ARC accelerates the growth of global air travel by delivering forward-looking travel data, flexible distribution services and other innovative industry solutions. We are a leading travel intelligence company with the world's largest, most comprehensive global airline ticket dataset, including more than 15 billion passenger flights. By working here, you can contribute to solutions and expertise that strengthen economies and enrich lives. We think big, embrace challenges and explore new ideas to lead the way for the travel industry. ARC is looking for a Product Customer Success Manager (Data Products) to join our team! In this role, you will represent ARC Corporate Intelligence (CI) to valued clientele. You will ensure ARC CI customers successfully implement and continue to derive value from the ARC CI platform of capabilities. Expect to work closely with customers and ARC's customer engagement teams by serving as an expert product resource for customers. You will be responsible for delivering organized customer feedback to the ARC CI product team to help drive product strategy and roadmap. Providing support for in-bound customer inquiries via high touch communication and problem solving; proactively offering guidance on product use and implementation. In this role, you will work together with the sales team to ensure alignment of product capabilities with customer requirements.

Responsibilities

• Act as the face of ARC CI, sharing deep domain expertise to customers.
• Serve as the voice of the customer, working with customers to identify pain points, provide feedback to ARC development team(s), ensure successful product releases, and manage new customer onboarding leading to successful outcomes.
• Provide high-touch engagement and support to onboard new customers, ensuring a smooth onboarding process and seamless customer experience.
• Interface directly with current and prospective ARC CI customers and build relationships based on providing a superior level of customer service.
• Gather, organize, and channel customer feedback to the ARC CI product management team, ensuring that ARC CI evolves in line with client needs.
• Ensure customer and revenue retention as measured by customers' product usage and high levels of customer satisfaction and loyalty.
• Provide training, demos, and insights to customers in order to grow the ARC CI customer base and revenues.
• Create and deliver in depth training modules within SharePoint and through other media and marketing efforts.

Requirements

• Bachelor's degree in business, Engineering, Marketing, or a related field; equivalent experience considered.
• 7+ years of experience in product management, sales, or a combination of both.
• Prior experience within a travel agency, airline or travel technology provider is highly preferred.
• Prior experience with agency mid and back-office workflows is highly preferred.
• Prior experience in the data products industry focused on API enablement or partner integrations is highly preferred.
• Prior experience with data, data products, business intelligence platforms, and cloud solutions is highly preferred.
• Demonstrated ability to interact effectively with diverse stakeholders, both internal and external.
• Proven track record of managing customer relationships and understanding product functionalities.
• Excellent communication, presentation, and interpersonal skills.
• Ability to travel as per business needs.

Nice-to-haves

• MBA or advanced degree is a plus.

Benefits

• Joining ARC means joining a team that is motivated, diverse, creative, collaborative and solutions-oriented.
• Hands-on learning and professional development opportunities.
• WorkFlex hybrid work program allowing flexibility to work from home and in-office workdays.
• Highly competitive, comprehensive benefits package.