Key Account Manager

About TPConnects 

TPConnects (TPC) is a leading SaaS Travel Technology company headquartered in Dubai, UAE. Since our founding in 2014, we’ve been at the forefront of revolutionizing airline retailing and distribution, empowering airlines and travel agencies to offer seamless booking and servicing experiences with dynamic personalization capabilities. 

We are proud to support the industry’s shift toward Modern Airline Retailing through solutions built on IATA’s New Distribution Capability (NDC), One Order, ARM, and IFG standards. Our mission is to deliver flexible, innovative technology that adds value and accelerates time to market—free from the limitations of legacy systems. 

With over 160 team members representing more than 20 nationalities across 14 countries, including 140 based in Dubai, we foster a vibrant, multicultural environment where talent is recognized and celebrated. 

Join us to be part of a fast-growing, future-focused company shaping the next generation of travel technology. 

About the Role

Missions:

1. Enhance the relation with our main customer through account management activities with robust deliverables, streamline communication and transparent interactions.

2. Implement some project management best practices for our main customer to better collect requirements, onboard or kick off project, track progress on what and when we are delivering.

3. Duplicate and transpose successful account management and project management practices for new IRIS customers. 

Role Title

Key Account Manager

Role Location

Warsaw, Poland / Dubai, UAE / remote

Key Responsibilities:

Account Management

• Developing and maintaining strong relationships with various customer’s stakeholders from ops to C-level.

• Ensuring regular customers touchpoints or interactions (meeting and call)

• Anticipating any need for improvement in the relationship

• Creating a yearly plan with a mapping of projects and opportunities

• Working with other departments: Product Managers, Product Owners, Engineers to enhance current TPConnects delivery or extend TPConnects scope/footprint within customer’s organization

• Working on customer retention and sales opportunities to develop up-selling and cross-selling strategies for customers

• Creating and presenting regular deliverables / reports to customers (QBR, Project update, financial statement…)

• Swiftly resolving any issue that customer’s stakeholders may encounter

• Keeping track and supervising all communication between customer and TPConnects

• Analysing customers data to leverage customer relationship management

• Ensuring Contract SLA tracking and completion

• Owning billing and invoicing for customers

Project Management

• Understanding client needs and transpose needs in requirements

• Preparing onboarding of customers: onboarding presentation, onboarding form and scope of work

• Tracking project at requirements level with delivery team through various dashboard

• Management of internal teams (functional)

• Monitoring bugs and outages which require specific documentation (RCA)

• Preparing communication and deliverables relative to project delivery for customers stakeholders

• Updating customers on release during project life (release note)

• Closing project and implementing the appropriate monitoring steps with customers

Others

• Marketing for all IRIS customers: Release Milestone, Case Studies, Client Testimonials

• Partnering with Sales Team for prospection and onboarding of new IRIS customers.

Requirements:

• Account management methodology (profiling, influence mapping, opportunities closing, deliverables…)

• Project management basics

• Tools knowledge: MS office, Jira (nice to have)

• Advanced organization skills

• Advanced written and verbal communication for all type of stakeholders

• Presentation skills

• Problem solving mindset

• Internal collaboration and coordination

• Product knowledge (Iris)

• Industry knowledge (GDS, Airlines, NDC)

• Influence and leadership