Job Description
About RateGain:
Founded in 2004 and headquartered in India, RateGain Travel Technologies Limited (NSE,BSE: RateGain) is a provider of SaaS solutions and one of the world's largest processors of electronic transactions and price points for travel and hospitality. It works in more than 100 countries with its 2,200+ customersincluding 8 Fortune500 companies, 23 out of top 30 hotel chains, 25 out of top 30 OTAs, all top 10 car rentals, and some of the largest travel management companies, cruise lines, and airlinesto help them accelerate revenue generation.
Our Vision:
To offer an integrated technology platform powered by artificial intelligence enabling our customers to increase their revenue through guest acquisition, retention and wallet share expansion.
Key Responsibilities
Presales/ Sales Support.
Helping Sales for defining POC scope and delivery.
Engaging with clients on business needs and requirements.
Writing and owning SOW with deliverables qualification - requirement should be clear and feasibility should be analyzed during SOW process.
Client SPOC
Onboarding of New Setups and CR delivery.
Working with clients for detailed requirements, feasibility study.
Working with DevOps/ Technical team to ensure requirements are clear for successful customer onboarding. The DevOps team is responsible for Estimates and ETA.
Client communication on deliverables (Phases, Estimates, ETA)
Client engagement
Managing client queries on issues and challenges in deliveries.
Conduct the investigation and analysis to directly resolve the queries.
Periodic client calls to discuss new opportunities; cadence to be established on a case-by-case basis
Periodic client visit (QBRs.)
Track NPS/CSAT surveys and results; take corrective actions as needed where necessary.
Delivery Management
Supporting DevOps & Customer Care for requirement understanding and expectation for successful delivery
Prioritization of client requirement/ CR/ Issues which is outside regular operational items
Fortnightly meeting with all stakeholders for strategic discussion on delivery performance and challenges discussion focus on larger picture for strategic resolution.
Assisting Customer Care for 2nd level (unresolved) issue investigation and root cause analysis
Track SLA, Ticket ART, Sufficiency reports on a regular basis.
Subject/Industry Expertise
Stay abreast of industry developments; have a keen understanding of your key customer business.
Specify requirements on functional needs to include in individual delivery or product roadmap.
Provide customer feedback to product managers for product features/improvements.
Key Skills
Knowledge of GDS, Pricing, and distribution will be added advantage.
Project Management Certification PMP Or Other Equivalent Certification Required.
You will need to:
Demonstrate flexibility and the ability to work as part of a team.
SPMP how interpersonal and communication (both oral and written) skills.
Have creativity and innovation.
Have problem-solving and strategic planning ability along with analytical skills.
Be able to cope with pressure and challenges.
Have commercial awareness and understanding.
Possess industry expertise in Travel & Hospitality
Have a keen understanding of technology, SaaS solutions and agile principles.
Carry out research and data collection to understand your customers and your markets/industry.
Hold meetings and conversations with the customer's employees, management team and other stakeholders.
Run and facilitate workshops.
Prepare business proposals, presentations and statement of work.
Identify issues and form hypotheses and solutions.
Present findings and recommendations to clients.
Implement recommendations/solutions and ensure the client receives the necessary assistance to carry it all out.
Manage projects and programmers.
Lead and manage those within the team, including remote associates.
Liaise with the client to keep them informed of progress and to make relevant decisions.
Influence teams across DevOps, PMG, Data Science and Consulting to make the right decisions for the customer.
Execute solution design activities such as preliminary data analysis.
Test and validate final deliveries to ensure that the customer requirements are met with significant quality.
Analytics skills/ Listing skills
Tech Needs - Excellent in MS Excel and MS word, Basic knowledge of SQL .
Qualifications
6 - 10 years of customer-facing experience either as a consultant or as a project manager planning customer projects, with an outstanding record of successful projects.
Keen understanding of the enterprise technology domain such as Cloud technologies, open source, and analytics.
Demonstrated data driven decision making capabilities.
Ability to understand and translate requirements into an actionable deliverable plan.
Experience taking direction and input from multiple sources and creating a shared project vision.
Hands-on Experience with customer data management and modeling.
Understanding of complex data solutions.
Strong analytical skills and process-oriented mindset.
Demonstrated desire for continuous learning and improvement.
Enthusiastic self-starter and creative leader with the ability to inspire others.
Excellent communication and presentation skills.
Familiarity with Travel & Hospitality industries.
Relevant bachelor's degree; preference for management, computer science or related degrees.
Equal Opportunity Employer
We are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
