Client Delivery Executive

Travelport Corporate Solutions   •  

Atlanta, GA

11 - 15 years

Posted 268 days ago

This job is no longer available.

Auto req ID: 5525BR

Category: Sales & Business Development

Employee type: Regular - Full Time

Description

Travelport – The Opportunity to Go Further.
 
When you work at Travelport you can make a difference on a global scale.  As a Client Delivery Executive (CDE); you’ll be joining a team that’s responsible for key customer relationships and engagements, delivering products and services that lead the way in our industry in a constantly changing environment.
The CDE is the “CIO/COO” for our largest and most influential key customer accounts across Travelport.  They will partner intimately with both the external customer and the internal TVPT counterpart (the CE; Client Executive) to ensure we fully understand and consistently deliver upon the customer’s requirements both now and in the future. 
 
The CDE has the ability to speak both a technical and commercial language to lead and manage relationships with the customers’ internal IT/technical teams (plus other significant stakeholders) and equally with our internal TVPT teams; all with the shared goal of ensuring smooth, successful delivery upon their requirements.  This also includes setting and managing expectations and pushing back to the customer and internally in TVPT where appropriate.
 
They will adopt a proactive, strategic, consultative and insight-driven solutions approach to help the customer to achieving their long-term vision. This is a highly visible role so this individual must be competent and capable of regularly liaising with, influencing and communicating to all levels of senior stakeholders internally and externally across a highly matrixed environment.
 
The CDE is ultimately responsible for client satisfaction and the success of all projects whilst leading a diverse, internal technical team (which will also involve rolling up the sleeves when required as well as adopting a strategic mindset). This involves; managing and assuring quality project / service delivery, managing delivery risk and stakeholder satisfaction. 
 
Main Accountabilities:  

  • Lead and have overall responsibility of client satisfaction on project / service delivery.
  • Directly and indirectly provide leadership in influencing and managing Sales, Services, Operations and Account Management teams throughout the client delivery life cycle.
  • Responsible for cultivating and expanding relationships with senior client stakeholders.
  • Effectively communicate to client strategic opportunities and the overall strategic value that TVPT brings to the relationship.
  • Develop and lead strategic relationships with service delivery partners.
  • Lead and facilitate engagement workshops and discovery sessions.
  • Reinforce the Operational Level Agreements within the delivery of services by the Operations team to agreed quality. Proactively communicate to internal teams about update to deliverable and timelines.
  • Develops account plan for the Delivery Management Team for the customer in coordination with the Customer Executive who owns the integrated, final plans.
  • Translating usability and field research findings into design improvements.
  • Act as the functional manager for all service management process, being the escalation point for process owners and giving direction to continuous improvement of all service support and service delivery processes.
  • Measure and the report the impact of the offerings currently in place, so that the customer and TVPT have a common understanding of the value they are receiving toward achieving their expected outcomes.
  • Lead by ensuring OLA’s and SLA’s and any 3rd party supplier agreements are in alignment with and cable for delivering services with the contracted timeframes.
  • Ensures positive customer experience and satisfaction by developing and executing to a Net Promoter Score (NPS) Action Plan.
  •  Develops account plan for the Delivery Management Team for the customer in coordination with the Customer Executive who owns the integrated, final plans.
  • Strong relationships with the Account Team (is this an internal or external team?) building an understanding of Customer Requirements and business drivers.
  • Coach/Mentors Teams.
  • Contributes to organizational change by cascading information/best practice/success stories back into the Commercial organization. 

Knowledge, Skills, Experience, Training, Education:

  • Solid Technical foundation/background (built up through experience) and reinforced with an appropriate, relevant degree.
  • 10 years + of senior client delivery experience (ideally from a technical and service delivery perspective).
  • Implementation and optimization project management experience.
  • Consultative/Solutions selling & technical delivery experience.
  • Business Intelligence/Insights & technical delivery experience.
  • Proven technical and service delivery experience.
  • Global Strategic Account Management.
  • Proven experience within customer-focused/centric approach role/organization.
  • Contracts negotiation experience.
  • Proven Leadership Skills.
  • Ability to network, collaborate and communicate effectively across a matrixed organization.
  • Ability to influence, negotiate and persuade multiple stakeholders globally (at all levels).
  • Ability to manage highly pressurized situations and adapt to rapidly changing environments and requirements.

Soft Skills and Cultural Requirements:

  • Knowledgeable of portfolio and industry.
  • Emotionally intelligent be able to seamlessly adapt to the customer style, customer size and scale and seniority of stakeholder/decision maker.
  • Inquisitive a genuine desire to want to identify and understand customers’ expressed and unexpressed needs through effective exploration.
  • Trusted adviser listen to understand before being understood –move the current perception of the customer to think differently about Travelport and how you can help.
  • Analytical thinker be able to analyze data and insight and think ahead for the customer.
  • Storytelling be able to bring alive insight and portfolio in a way which engages and inspires customer buy-in.

Education required

Bachelors Degree

Experience required

More than 10 years