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Senior Customer Success Specialist / Hospitality Solutions Training

Date: Jul 13, 2019

Location: Abu Dhabi, AE

Company: Sabre

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Job Description

The Senior Customer Success Specialist (CSS) consults on, develops, and delivers instructional solutions designed to help our customers or internal partners achieve their hospitality goals by combining a deep understanding of our customers’ needs with a strong knowledge of our product suite.

Qualified candidates are highly self-motivated, solution minded, and can work with minimal guidance and supervision to:

  • Become a fully-versed, product expert, on the configuration and usage of the SynXis platform of SAAS products
  • Participate in and conduct consultative conversations with customers and internal teams to identify, develop and deliver custom-tailored technical training to achieve optimal configuration and use of multiple products for classroom and virtual audiences
  • Work with customers and internal teams to identify, understand, and measure success through key performance indicators during strategic customer engagements
  • Develop and deliver customized content aligned with and in support of customer goals and objectives
  • Serve as the customer advocate when issues arise; proactively identify and execute customer solutions and liaise with other departments or divisions when necessary
  • Maintain a solution-minded approach; incorporate lessons learned and disseminate information internally, cross-functionally, and to customers when appropriate
  • Interface with internal teams and measure impact of curriculum or course delivery to ensure existing training programs meet customer needs
  • Manage priorities for multiple high-value customer projects simultaneously
  • Update training documentation and self-paced e-Learning training modules; communicate changes as required
  • Provide support to customers via email and the telephone

Job Requirements

Required

  • Hospitality SAAS industry or hotel-experience, including working knowledge of Central Reservation System (CRS)
  • Bachelor's degree in a related field or equivalent; and 2 years of experience in the learning and development field or 3-4 years of experience in the hotel or online travel distribution industry (or combination thereof)
  • Experience in designing, developing, delivering customer facing instructional solutions in classroom and virtual environments
  • Able to work directly with stakeholders and capable of resolving related challenges in a professional manner
  • Generalized understanding of adult learning theory and facilitation techniques
  • Intermediate to advanced computer skills, particularly with the Microsoft Office Suite
  • Working with instructional design software like, Captivate, Camtasia, Articulate, PowerPoint, etc.
  • Excellent English fluency - oral and written communication and presentation skills
  • Ability to work across different time zones & cultures

 Preferred

  • Experience measuring the impact of instructional/training solutions against objectives
  • Fluent in an additional language(s)

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Hiring Manager: Suzanne R Smith   

Recruiter: Olga Stepanov