Technical Account Manager (Travel Tech)
Location
Slough, Berkshire | United Kingdom
Job description
ATCORE is the leading international supplier of technology solutions for the leisure travel sector. With our market-leading reservation and distribution platform, we empower travel businesses to meet the needs of travelers through our suite of bespoke solutions.
Our customers range from large vertically integrated groups, through to smaller specialist operators who enjoy a variety of service offerings. We provide applications support, hosting support and monitoring to keep our customers running 24x7. Our ATCOM software - built on the Oracle platform is the beating heart of their business, the place where millions of holidays are created, found and booked
We have an opportunity to get involved in the development of complex Travel Systems for traditional Tour Operators and the emerging DP operators in a fast-paced environment through the specification of customisations, interfaces and new modules. The stability and performance of the application are key to the success of the ATCOM product. Our product supports the ability to handle a search capability of 800 requests per second and be scalable to carry up to 8 million passengers per year.
Purpose of Role:
Joining as a Technical Account Manager, you would be hands-on involved with interacting with Customers and Atcore’s internal Design, Development and QA teams. You will report to the Delivery Director and will take care of one or more of Atcore’s key customer accounts – existing and new:
- Proactively building and maintaining effective relationships to allow growth of the Atcore software blueprint within customer sites by ensuring that Atcore is always considered for the delivery of new or replacement capabilities
- Working on new implementations, from gap analysis through to production delivery, ensuring that go-live is achieved
- Supporting existing customer implementation(s)
- Liaison with Atcore internal teams to support the design, development and QA processes ensuring that all required software development is planned and delivered to agreed specifications and timescales
- Identifying opportunities to advocate for additional products or services and contribute to customer retention and renewal efforts.
We are looking for candidates who are inspired to challenge the norm and help us evolve the customer journey.
As our Technical Account Manager, you will:
- Gain in-depth product/functional knowledge of ATCOM
- Manage the Production support process (24/7); ensuring that Production issues are reviewed, prioritised, addressed within SLA and planned into releases (Atcore schedule and Customer roadmap)
- Lead Customer Service Review meetings
- Use experience of travel/systems to assist customers in identifying new requirements (BAU change requests and new project initiatives)
- Work with the Technical Design Lead and Delivery Director to manage customer demand for change ensuring all engagement is timely, solutions are fit for purpose, key milestones are understood and met and deliverables are planned into the Atcore schedules and customer roadmap
- Ensure there is clear communication on all project delivery issues and manage technical issues accurately with support from the Atcore Technical Design Lead and QA teams
- Proactively track and manage the delivery of your projects escalating any contentions to the Delivery Director and providing well thought through and agreed updates to the customer
- Lead Customer Project review and Delivery Meetings with customer teams including BA’s, PM’s, Testing Teams, IT and Business Managers / Directors
- Responsible for owning and driving all sales activity (supported by the Technical Design Lead) within your customer account(s)
- Positively promote Atcore across the customer site through proven delivery and building key relationships based on trust and respect
- Ability to integrate seamlessly into the customers organisation
To be successful in this role, you must be able to demonstrate competence and experience in the following:
- 5+ years of experience within software development organisation / travel company
- Experience with travel reservations and tour operating / DP systems
- Experience of working directly with customers and on customer sites
- Excellent analytical and project management skills
- Hands on and practical approach to delivery
- Demonstrably strong verbal and written communications skills, most importantly, good presentation skills
- Highly versatile and at ease operating at all levels across the customers organisation from day-to-day contact, middle and senior management to director level
- Excellent interpersonal and team working skills
- Ability to work well under pressure and autonomously
- Determination to find and proactively deliver the right solution
- Quality and results focused
Ideally, you possess the following:
- Microsoft Office skills
- Familiar with Defect tracking tools
- Project Management Qualification (Prince / MSP)
Why join ATCORE:
In addition to a competitive salary, we offer a wide range of additional benefits, including employer matched contributory pension scheme, business and personal travel insurance, healthcare schemes, life insurance, and many more.
We carefully recruit, retain and develop our most talented personnel and, as a result, have a uniquely low level of employee turnover of around 5%. Half of our employees have been with the company for 10 years or more, a level of longevity very rare in the technology sector.
Based in Slough, UK, with offices in North London and Cardiff, we are 200 employees strong and hire people with an unparalleled combination of industry and technical expertise.
Join in the creation of technologies that impact millions of travellers in a multi-billion-dollar industry. Be part of a highly motivated family and grow your career with the guidance of strong leadership.
Candidates must be eligible to work in the UK and at the specified locations. This will include customer sites and the role will involve travel within the UK and Overseas.
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