Robert Böhm
Customer Success Manager
Traun
Summary
Customer-focused professional with a successful 30-year career in EDV/IT Travel Industry sector eager to secure entry-level Customer Success Manager position. Ready to help the team achieve company goals.
Overview
37
37
years of professional experience
2
2
Languages
Work History
Customer Success Manager D-A-CH
Travelport
Vienna
2019.06 - 2023.09
- Expert in working in a technology and /or travel-related business incl. GDS functionality
- Excellent level of technical awareness with a deep knowledge of Travelport GDS or CRS products
- Presenting customer demonstrations focused on the unique selling points of the products
- Analysing situations accurately, identifying key issues and offering the right solutions (Deep dives)
- Analysing trends in the travel industry and taking required actions
- Maintenance of the internal customer database (Oracle) & Account Development Plan
- Provide training and support for customer projects such as migrations and product deployment
- Played an instrumental role in client satisfaction by working with operational teams for the proper resolution of service issues.
- Collaborated with sales and product teams to address customer success objectives.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Key Account Manager
Travelport Austria
Vienna
2016.01 - 2019.05
- Commercial responsibility for travel agency key accounts with a focus on business travel
- Development of retention and growth strategies
- Promote and sell Travelport products and increase MIDT share
- Build and maintain business relationships with key decision-makers
- Improved account management by outlining proactive solutions.
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
- Built and maintained strong client relationships to drive business growth.
Business Development Manager
Austrian Airlines / Traviaustria
Vienna
2011.01 - 2015.12
- Acquisition of new customers throughout Austria for reservation system Galileo and own development CETS (Central European Touristic Solutions - package tour booking solution for travel agencies and tour operators)
- Negotiated and closed long-term agreements with new clients in Austria.
- Represented the company and promoted products at conferences and industry events.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Support, Training & Product Management
Austrian Airlines / TraviAustria
Vienna
1994.08 - 2010.12
- Interacted with customers by phone, email, or in-person to provide information.
- Analyzed problems and worked with teams to develop solutions.
- Explored new technologies and approaches to streamline processes.
- Facilitated successful completion of projects from concept to launch.
- Austria-wide customer support with a focus on business travel GDS Galileo.
- Introduction & optimization of the in-house development of the online business travel booking tools “TraviBusiness” (B2B2C) & "FlightEngine".
- Implementation, Roll-out and individualization of “CYTRIC” (travel management & booking software for companies) to Austrian Travel Agencies (distribution partner of IFAO).
- Specialization in several sub-areas of the Global Distribution System Galileo owned by Travelport.
Specialist Service Reservation&Ticketing Procedure
Austrian Airlines
Vienna
1992.10 - 1994.07
- Independent creation of guidelines for internal reservation and ticketing processes
- Introduction and rollout of the global reservation system Galileo at Austrian travel agencies
- Creating training documents and conducting training
- Field support
Customer Service / Airport Vienna
Swissair
Vienna Airport
1988.12 - 1992.09
- Reservation and Ticketing
- Lost and Found Area
- Check-In
- Administration
Passengerhandling / Airport Vienna
Austrian Airlines
Vienna
1987.01 - 1988.11
- Assisted passengers on outgoing and incoming flights,
- Passenger Check-In
- Administration in back office
Education
Matura -
Bundesrealgymnasium
Steyr 1977.09 - 1985.05
Skills
Account Management
Projects
1996:
Introduction of Automated Ticket and Boarding Pass Printers
Introduction of ATB Printer (IER 557) as successor product of the OPTAT ticket printer at all Austrian Galileo IATA travel agencies (approx. 100). Creation of the rollout, training and cutover plan. Close cooperation with IER and Austrian Airlines (technical support).
2004:
Bookingtool TraviBusiness & Flightengine
Project and product management: Software from TraviAustria for processing flight, hotel and rental car reservations via Galileo API interface. Business travel (TraviBusiness) and private travel (Flightengine). Creation of project plan and specifications with requirements, test scenarios, rollout, documentation, learning videos, training and customer support.
2012:
cytric - Business Travel eProcurement System
Distribution partner of IFAO for Austria
Adaptation and implementation for an Austrian travel agency key account and the partner in procurement issues for the federal government.
Project management, implementation, adaptation of training & user documentation.
2016:
Migration of the largest Austrian private Business Travel Agency BTU - Business Travel Unlimited from Amadeus to Galileo
2019 - 2023:
Responsible for top-tier accounts in Germany (FTI, Aerticket), Switzerland (Hotelplan, Kuoni) and UK (Kuoni) as CSM
Providing customers with individual Galileo SmartButtons to streamline and automate booking workflows
Setup, adopt and maintain automated ticketing console (Queue Control Console)
Assist the Product team in testing new releases and enhanced functionalities (Smartpoint, Smartpoint Cloud, Productivity Automator, Search Control Console etc.)
Timeline
Customer Success Manager D-A-CH
Travelport
2019.06 - 2023.09
Key Account Manager
Travelport Austria
2016.01 - 2019.05
Business Development Manager
Austrian Airlines / Traviaustria
2011.01 - 2015.12
Support, Training & Product Management
Austrian Airlines / TraviAustria
1994.08 - 2010.12
Specialist Service Reservation&Ticketing Procedure
Austrian Airlines
1992.10 - 1994.07
Customer Service / Airport Vienna
Swissair
1988.12 - 1992.09
Passengerhandling / Airport Vienna
Austrian Airlines
1987.01 - 1988.11
Matura -
Bundesrealgymnasium
1977.09 - 1985.05
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