Customer Success

hace 2 días

Madrid, Madrid, España KIU System Solutions A tiempo completo

Purpose of the Position
The Customer Success & Implementation Specialist – Europe will be responsible for ensuring successful implementation, ongoing support, training, and satisfaction for KIU System Solutions customers in the European region.

This role combines technical, functional, and commercial skills, aimed at ensuring that airlines and travel agencies effectively adopt KIU's technological solutions (PSS, GDS, Digital Retailing, AI Agents, etc.), maximizing their value and contributing to customer success.


Main Responsibilities

  • Lead and execute KIU solution implementation processes for airlines and agencies, ensuring compliance with timelines, quality, and scope.
  • Provide first-level functional and operational support to customers in the region, appropriately escalating technical incidents to internal teams.
  • Conduct functional and commercial training for end users and airline teams (reservations, check-in, revenue accounting, e-commerce, etc.).
  • Accompany customers in their post-implementation life cycle, promoting the adoption of functionalities, continuous improvement, and overall satisfaction.
  • Act as a liaison between the customer and internal Product, Technology, and Commercial teams, communicating needs and opportunities for improvement.
  • Contribute to the preparation of functional documentation, user manuals, and project progress reports.
  • Keep customer, project, and ticket information up to date on corporate platforms (Zoho CRM, Zoho Desk, etc.).
  • Participate in follow-up meetings, demos, and workshops with current and potential customers.

Requisitos mínimos

Requirements

  • Minimum of 2 years' experience in similar or related roles in technology companies for airlines, GDS, PSS, OTA, or airlines.
  • Proven functional knowledge in at least two of the following areas:
  • Passenger Service Systems (PSS): reservations, inventory, check-in, e-ticketing.
  • Digital Retailing/Airline E-commerce: IBE, MMB, web check-in, payment methods, SEO/UX.
  • Commercial or service processes associated with airlines or technology providers.
  • Desirable - Global Distribution Systems (GDS): content, connectivity, distribution flows.

Required Languages

  • French: fluent/advanced level (C1 or higher).
  • English: professional/upper intermediate level (B2 or higher).
  • Spanish: intermediate or higher.
  • Excellent communication skills, customer management, and ability to work in multicultural teams.
  • Availability for occasional travel within Europe and to Latin America.
  • Degree in Engineering, Administration, Tourism, or Information Technology desirable.

Key Competencies

  • Customer focus and dedication to service.
  • Analytical and problem-solving skills.
  • Clear, empathetic, and effective communication.
  • Adaptability and ability to work in dynamic environments.
  • Organization, follow-through, and attention to detail.
  • Collaborative and multicultural work.

Location:

  • Europe (preferably France, Spain, or Belgium).

Benefit

  • Birthday off.
  • 15 business days of PTO.
  • Public holidays based on country of residence.
  • Flexible and dynamic environment.
  • Remote setup.

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