• Monitor and analyze competitive activities to assess any threat to customer engagement
• Oversee all projects related to assigned customers (Product Performance and engagement, especially with respect to digital media channels - SEO, SEM, Display, Email, Social, Affiliates)
• Monitor performance of products and services to help define action plans to hit KPIs and value growth of engagement
• Demonstrate clear understanding and mastery of the airline technology environment

• Develop a deep understanding of the technical and business challenges customers face to identify opportunities to upsell and increase ACV (Annual Contract Value) of products and services
• Works with Sales department to define upselling strategies and goals for existing customers
• Discuss opportunities for new products with Product Managers to develop products to meet customers\' challenges that might lead to upselling opportunities

• Oversee communication with the customer; escalate issues
• Critical review of account performance
• Communicate implemented initiatives; highlight deliveries to the customer
• Act as the primary point-of-contact for customers through the entire customer cycle and build relationships with heads of business, stakeholder departments, and partners to maximize long-term revenue opportunities
• Manage customer expectations
• Be prepared to step in as needed on behalf of other specialized departments in isolated incidents of needed additional support, and maintain sufficient expertise and execution capabilities to do so
• Guide, review and ensure the quality of deliverables to the customer (presentations, analysis, assessments)
• Work closely with Customer Performance Director to staff projects according to customer needs and plan the execution of strategies and tasks
• Reports to the Customer Performance Director, with consistent communication with adjacent departments including Product Implementation, Product/Project Management, Data Analytics, Performance Marketing team, and partners

• Knowledge in performance marketing reporting tools (Google Data Studio, Google Ads, Tableau, Search Console, Advanced Web Rankings, etc)
• Account management experience and strong enthusiasm for sales and account growth
• Ownership mentality to independently develop and manage customer relationships
• Planning and analytical skills
• Strong performance digital marketing knowledge (SEM, SEO, Display, Email, Social)
• Experience with extensive knowledge of e-commerce technology and analytics platforms (Google Analytics/Adobe Omniture)
• Excellent communication and internal coordination skills
• Strong attention to detail and clear communicator and listener, both in-person and virtually
• Ability to deliver clear and compelling information to senior level and technical airline teams
• A logical, data-driven mindset backed up by a creative and diligent approach to relationship building
• Proficiency in Excel, PowerPoint, Word
• Bachelor's Degree, ideally in Marketing, Business, Economics or a related field

• Experience with B2B SaaS and/or technology products
• Experience managing customers the travel and/or airline technology space
• Be able to communicate in Arabic or another MEA regional language

Edarabia