Product Customer Success Manager (ARC Pay)

It's a great time to join us at Airlines Reporting Corporation (ARC)! ARC accelerates the growth of global air travel by delivering forward-looking travel data, flexible distribution services and other innovative industry solutions. We are a leading travel intelligence company with the world’s largest, most comprehensive global airline ticket dataset, including more than 15 billion passenger flights. By working here, you can contribute to solutions and expertise that strengthen economies and enrich lives. We think big, embrace challenges and explore new ideas to lead the way for the travel industry.

ARC is looking for a Product Customer Success Manager (ARC Pay) to join our team! In this role, you will represent ARC Pay to valued clientele. You will work to ensure ARC Pay customers successfully implement and continue to derive value from the ARC Pay platform of capabilities. Additionally, you will work closely with customers and ARC’s customer engagement teams by serving as an expert product resource for customers.  Also, you will deliver organized customer feedback to the ARC Pay product team to help drive product strategy and roadmap. You will provide support for in-bound customer inquiries via high touch communication and problem solving; proactively offer guidance on product use and implementation. Lastly, you will work together with the sales team to ensure alignment of product capabilities with customer requirements.

• Act as the face of ARC Pay, sharing deep domain expertise to customers. Serve as the voice of the customer, working with customers to identify pain points, provide feedback to ARC development team(s), ensure successful product releases, and manage new customer onboarding leading to successful outcomes.
• Provide high-touch engagement and support to onboard new customers, ensuring a smooth onboarding process and seamless customer experience.
• Interface directly with current and prospective ARC Pay customers and build relationships based on providing a superior level of customer service.
• Gather, organize, and channel customer feedback to the ARC Pay product management team, ensuring that ARC Pay evolves in line with client needs.
• Ensure customer and revenue retention as measured by customers’ product usage and high levels of customer satisfaction and loyalty.
• Provide training, demos, and insights to customers in order to grow the ARC Pay customer base and revenues. Create and deliver in depth training modules within SharePoint and through other media and marketing efforts.

• Bachelor’s degree in business, Engineering, Marketing, or a related field; equivalent experience considered. MBA or advanced degree is a plus.
• 7+ years of experience in product management, sales, or a combination of both.
• Prior experience, within a travel agency, or travel technology provider is highly preferred.
• Prior experience with agency mid and back-office workflows is highly preferred
• Prior experience in the payments industry focused on API enablement or partner integrations is highly preferred.
• Prior experience with payment APIs, business intelligence platforms, and cloud solutions required
• Fundamental knowledge of card brand rules, regulations, and interchange qualifications required
• Fundamental knowledge of PA-DSS, PCI, and 3DS required
• Prior experience with corporate B2B payments
• Demonstrated ability to interact effectively with diverse stakeholders, both internal and external.
• Proven track record of managing customer relationships and understanding product functionalities.
• Excellent communication, presentation, and interpersonal skills.
• Ability to travel as per business needs.

PM21

• Joining ARC means joining a team that is motivated, diverse, creative, collaborative and solutions-oriented. We think big, embrace challenges, and explore new ideas to lead the way for the travel industry.
• Our employees value the hands-on learning and professional development opportunities that allow them to expand their skills and grow their career in new, dynamic ways.
• ARC offers WorkFlex. WorkFlex is ARC’s hybrid work program which offers eligible employees the flexibility to work from home while also requiring in office workdays throughout the year to foster collaboration and connection throughout the organization. We’ve designed WorkFlex to enable employees to succeed and thrive while maintaining strong connections to one another and ARC - both of which are critical to our shared success.
• We offer a highly competitive, comprehensive benefits package so you can worry less and focus on what truly matters.
• By joining ARC, you will partner with top minds in the industry as we use data and technology to innovate how the world travels.