Vice President in Customer Success

Sales Team

At ForwardKeys, we have an impressive portfolio of data sources at our disposal that provide traveller insights to businesses such as travel retailers and duty-free operators, hotels, and tourism boards. Our key objective is to develop the right data solutions for different industries in the travel ecosystem that answers their strategic business needs.

We are looking for a sales professional with over 10 years experience and a BA in Business Management to become our Vice President of Customer Success to champion the newly formed division focused on delivering the highest level of customer service, customer retention and up-selling opportunities to existing and new clients.

Your day-to-day responsibilities would include:

  • Developing the overarching Customer Success strategy aimed at delivering optimal customer service, catering to the needs of each business vertical and/or client.
  • Lead the team effectively to drive initiatives designed to retain and create the optimal growth environment with ForwardKeys´ most strategic customers across the globe.
  • Analyse customer experience and measure effectiveness through KPI’s, including but not limited to: customer support tickets, customer retention rate, upsells and cross-sells, product utilization etc.
  • Implement, improve and standardize key processes and workflow to ensure a consistent, reliable, and a high-value journey for customers.
  • Partner with teams outside of Customer Success to create and maintain customer messaging and content that delivers a simple and consistent curated customer experience.

If you have strong interpersonal skills, are culturally sensitive, love working with people and you’re fluent in English, we want you! Even more so if you have additional languages such as French, Spanish or Chinese, feel comfortable with data or worked in the travel sector previously.

ForwardKeys is an innovative travel analytics company. The company was established in 2010 when the founders realised that the air reservation data used by airlines could serve every industry with an interest in global travellers. Since then, we have built an online platform on which our clients monitor and qualify traveller flows, map global demand, and forecast travel trends. We are now 60 people strong and growing: always looking for new datasets to develop and new products to help our clients understand the travel landscape.

Working at ForwardKeys is international, challenging, and flexible. International because our employees come (and work) from all around the world, just like our clients. Challenging is making the step from a start-up to a bigger company and everything that includes product development to selling them. Flexible means we understand that doing your job well is more important than being in the office from 9 to 5. To ensure alignment within the company we have biannual company weeks during which we make sure to have fun.

You will be able to work from home, but your job will require several trips to our Headquarters in Valencia (Spain).

Do you believe you fit our company culture and have what it takes to join ForwardKeys?
Please send an email to jobs@forwardkeys.com (mentioning the job you apply for in the subject line) or apply by filling the form.

  • A full-time position with a contract for an indefinite period.
  • The opportunity to grow with the company.
  • Flexible working hours because we understand that it’s more important you do your job well than that you are in the office every day from 9 to 5.

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