About the Role:

The Partner Services team at Skyscanner cares for the technical end-to-end journey of our clients through our efforts in onboarding, live support and client optimisation. As the main point of contact between our clients and the rest of the business, we create and maintain healthy connections, amplify clients' voices, and advocate for their needs throughout the business.

What you'll be doing:

• Technical Support: Follow internal workflow processes and utilise various internal tools to debug and resolve common client issues.
• Cross-functional collaboration: Collaborate with other teams to identify solutions to client issues, and collaborate with numerous teams on project work.
• Problem solving / Process driven: Perform triage using complex problem solving techniques and in line with defined processes, ensuring adherence to service level agreements.
• Documentation / playbooks: Maintain external documentation and internal playbooks.
• Expectation management: Consistently manage client expectations.
• Knowledge gathering / Expertise: Continually grow your knowledge and expertise of Product, Services, and Tooling.

About you:

• Relationship / Account management: Previous Relationship management/Account management experience, ideally in a technology organisation.
• Clear communicator: With excellent written and verbal communication skills, you are able to build relationships and communicate clearly with business partners and key stakeholders.
• Technical API integration experience: Experience working with technical integration documentation, with the ability to evaluate API product requirements.
• Tooling experience: Experience with constructing API requests using tools such as Postman, SoapUI or similar and evaluating the resulting XML or JSON structures appropriately.
• Continuous improvement: Experiment by applying continuous improvement principles (e.g. Lean and agile); you can spot opportunities to automate and reduce waste, and put in place solutions within your scope of influence.
• Requirements gathering: You empathise with clients and can effectively communicate their needs back to your team.
• Always curious: Avidly seeking knowledge on client management best practices and the internet economy.
• Prioritisation: Demonstrate a strong ability to manage competing tasks/priorities.
• Complex problem solver: Ability to problem solve, uncover root causes and address those issues at scale.

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