Customer Success Manager, Timatic

Helps airline and travel-industry clients integrate, adopt and gain measurable value from Timatic travel-regulation solutions. The manager combines process analysis, onboarding and change management, resolves operational issues, and connects customer feedback with product, sales and IT teams to improve solutions, strengthen client relationships and support the passenger journey.

• Engage clients to identify pain points and opportunities to increase solution value
• Onboard customers to new solutions and facilitate organisational change management
• Analyse customer business processes and recommend solution-driven improvements
• Share industry insights and best practices to optimise solution use
• Advise clients on aligning Timatic solutions with business goals and long-term strategies
• Develop client success stories and case studies on business outcomes
• Support correct airline integration and implementation of solutions
• Troubleshoot technical issues and relay customer feedback to product, sales, marketing, IT and suppliers

• Bachelor’s degree in computer science, engineering or a related field
• Understanding of airline check-in processes
• Experience in the travel industry, end-to-end passenger journey and digital identity
• Strong technical skills with REST APIs and related technologies
• Experience in customer support, customer success or consulting roles

• Familiarity with project management methodologies and tools
• Knowledge of organisational change management and business-process implementation best practices

• Customer Success
• Solution Integration
• Business Process Analysis
• Change Management
• Technical Support
• Client Relationship Management
• Troubleshooting
• Digital Identity
• Airline Operations
• Project Management

• Timatic
• REST APIs

• Travel required: 5%