Customer Success Associate.Americas - (2000000I)

Customer Success Associate.Americas - (2000000I)

Kenya Airways

Customer Success Associate.Americas - (2000000I)

Details of the offer

DescriptionThe role directly supports achievement of country commercial targets (passenger & cargo) through assigned trade/corporate portfolio while ensuring customer satisfaction through continuous customer engagement.
Bachelor’s degree preferably in business administration, economics or related fields.

2-3 years’ experience in a similar or related role.

Strong sales and service background (including pipeline management)

Demonstrated experience in managing a sales portfolio over a diverse market segment.

Strong commercial business acumen/entrepreneurship and a service mindset.

Tech-savvy and can demonstrate a clear understanding and articulation of formal sales processes.

Demonstrates knowledge of universal travel trends affecting domestic/international travel.

Exposure to emerging world trends.

Must be highly analytical.


Key responsibilities include;Oversee overall Sales Effectiveness by;

Implementing Sales Strategy supporting direct channel first (including online).

Ensuring growth of share of wallet of existing customer base.

Providing valuable market intelligence as input to weekly sales meetings and sales calls.

Developing portfolio specific sales strategy and detailed plan for execution, based on data.

Thinking quickly and with clear objectives in mind, adjusting daily to overcome buyer objections effectively, to ensure a differentiating customer experience and cost-effective management of the country/region with an entrepreneurial spirit.

Weekly/Fortnightly planning, execution & update of sales calls on CRM

Maintaining a robust prospection pipeline with clients at all stages consistently converting at the end of the pipeline across the customer segments (Trade, Corporate, SME).

Resolving administrative, commercial and product improvement issues within trade/corporate policies.

Ensure people Effectiveness & Collaboration through;

Seamless teamwork and hand off with Customer Success Support teams and Customer Experience

Conversion of leads for partnerships as well as giving leads for business development and partnerships.

Oversee customer Experience Management/Relationship Management through;

Number of customer engagements – B2B & B2C

Customer Satisfaction measurement – NPS (B2B; B2C)

Growth of B2C & B2B database

Work together with clients, ideally daily, through the sales cycle and beyond

Job Requirements
Required education
: Bachelor's degree

Required relevant work experience
: 2 years

Required languages:
English (Spoken: fluent | Written: fluent)
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