The Customer Support Partner is the advocate of the client within the Sabre Airline Solutions Organization. The CSP will work closely with the Account Director (AD) and Head of Customer Support Partners (HCSP) as part of the overall account team, and specifically focus on solution adoption, understanding the client landscape, key client performance indicators and trends.

The CSP will have a broad base understanding of the client environment specifically around assets procured from Sabre Airline Solutions, competitor products and or solutions created by the client themselves. The CSP will also navigate across the Sabre Airline Solutions organizations and client organization to facilitate faster resolution time to issues. The CSP will:

• Partner with client to ensure they are receiving business value for their solutions procured from Sabre Airline Solutions (e.g. revenue realization, data integrity, etc.)
• Conduct regular operational review meetings
• Understand the clients’ system landscape and assist in solution reviews
• Understanding of interdependencies between client solutions including competitor and home-grown solutions developed by the client themselves
• The CSP is responsible for the creation and ongoing updates of client’ system process flow diagrams, depicting Sabre Holdings procured solutions, in-house client systems and where possible competitor solutions
• Communicate the clients’ tactical goals within Sabre Airline Solutions and represent the clients’ interests to the broader team
• Continuously gather knowledge of competitors and reflect this within the clients’ process flows diagrams
• Navigate across Sabre Airline Solutions product owners to facilitate, construct or design potential new processes to support client needs
• Be the client advocate within Sabre and conduct or facilitate meetings within the organization to better describe and explain client expectations or needs.
• Work closely with the Sabre Airline Solutions’ Customer Care organization to identify and resolve chronic trends or issues associated to the clients’ environment
• Ensure that client issues are dealt with in an efficient manner, informing the Regional director(RD), Account Director (AD), and Head of Customer Support Partners (HCSP) or Regional General Manager (RGM) of any problems that may arise, that could result in escalations to senior Sabre Airline Solutions executives
• Construct an action plan to address concerns raised by client and discuss progress and actions during operational review sessions
• Consistent usage of CSP Tools, dashboards, process flow diagrams, surveys and scorecards
• Participate in regular business review sessions with key client stakeholders and Sabre Airline Solutions’ Regional Director (RD), Account Director (AD) to discuss progress, trends, business value, solution adoption and pending issues
• Work closely with assigned project delivery leaders to identify and understand deployment risks, activities, opportunities or deviations
• Establish effective communication channels / forums with clients / and peers
• Participate and continue activities (sales enablement training and/or solution overviews) to enhance product knowledge and understand solution roadmap/s