Customer Success Manager

Customer Success Manager

TBO is a global platform that aims to simplify all buying and selling travel needs of travel partners across the world. The proprietary technology platform aims to simplify the demands of the complex world of global travel by seamlessly connecting the highly distributed travel buyers and travel suppliers at scale.

The TBO journey began in 2006 with a simple goal – to address the evolving needs of travel buyers and suppliers, and what started off as a single product air ticketing company, has today become the leading B2A (Business to Agents) travel portal across the Americas, UK & Europe, Africa, Middle East, India, and Asia Pacific.

Today, TBO’s product range from air, hotels, rail, holiday packages, car rentals, transfers, sightseeing, cruise, and cargo. Apart from these products, our proprietary platform relies heavily on AI/ML to offer unique listings and products, meeting specific requirements put forth by customers, thus increasing conversions.

TBO’s approach has always been technology-first and we continue to invest on new innovations and new offerings to make travel easy and simple. TBO’s travel APIs are serving large travel ecosystems across the world while the modular architecture of the platform enables new travel products while expanding across new geographies

Why TBO:

• You will influence & contribute to “Building World Largest Technology Led Travel Distribution Network” for a $ 9 Trillion global travel business market.

• We are the emerging leaders in technology led end-to-end travel management, in the B2B space.

• Physical Presence in 47 countries with business in 110 countries.

• We are reputed for our-long lasting trusted relationships. We stand by our eco system of suppliers and buyers to service the end customer.

• An open & informal start-up environment which cares.

Top Sights During Your Role Stay (Key Expectations):

- Measure key customer and platform performance metrics and develop clear product and technical action plans to drive volume growth.
- Maximize product distribution from a technical enablement perspective while ensuring optimal API performance.
- Coordinate closely with clients and the onboarding team throughout the integration lifecycle to ensure smooth and timely go-lives.

- Monitor the day-to-day API performance of assigned clients, proactively identifying issues and improvement areas.
- Provide technical expertise during API integrations, engaging subject matter experts where required.
- Partner with Sales to define and execute effective account visit and call plans, ensuring customer engagement is managed in a cost-efficient manner.
- Actively collaborate with Sales, Product, Support, and API Development teams to troubleshoot and resolve post-go-live issues.
- Identify, prioritize, and escalate critical issues to HQ, clearly articulating business impact and urgency.
- Work closely with Sales on commercial or technical challenges that may be impacting revenue or conversion.
- Serve as the primary regional point of contact for clients and technology partners on all API-related queries.
- Proactively drive improvements across key performance indicators, including error reduction, Look-to-Book (L2B) ratios, latency, and overall process efficiency.
- Leverage performance data to design and implement targeted action plans, continuously optimizing client performance.
- Identify and unlock growth opportunities within existing accounts by translating technical and performance insights into revenue-driving initiatives in collaboration with commercial teams.

Do you have what it takes (Must Haves)

• Bachelor's Degree from any engineering faculty preferred.

• Minimum 3 years’ experience in a client facing role.

• Ability to creatively solve challenging tech issues.

• Excellent communication skills to explain complex issues in a simple way to audiences from different backgrounds.

• Knowledge of REST API, XML, JSON, and similar technologies

• Experience working with Databases & SQL