Customer Success Analyst

About The Role

As a Customer Success Analyst, you will play a pivotal role in ensuring that the biggest and most important Travel Agencies and Airlines around the world experience travel payments as easy, seamless, and efficient. In this dynamic role, you will act as the crucial bridge between our customers, the Care team, and the wider Sabre Payments organization. Reporting to Head of Customer Success and Automations for Sabre Payments, you will split your time between driving high-level case resolution and actively designing, automating, and improving internal processes to elevate our operational efficiency and customer experience.

About The Role

As a Customer Success Analyst, you will play a pivotal role in ensuring that the biggest and most important Travel Agencies and Airlines around the world experience travel payments as easy, seamless, and efficient. In this dynamic role, you will act as the crucial bridge between our customers, the Care team, and the wider Sabre Payments organization. Reporting to Head of Customer Success and Automations for Sabre Payments, you will split your time between driving high-level case resolution and actively designing, automating, and improving internal processes to elevate our operational efficiency and customer experience.

Role And Responsibilities

Process Improvement & Automation:

• Identify, design, and implement enhancements to internal workflows across the wider Sabre Payments team to increase efficiency, eliminate redundancies, and elevate the customer experience.
• Develop and deploy workflow automations using Google Workspace and Microsoft tools (e.g., Power Automate).
• Partner closely with the internal Enterprise Automations team to scope, test, and roll out complex or scalable automation solutions.
• Develop, implement, and maintain internal reporting systems to monitor KPIs and other operational metrics, ensuring accuracy to support data-driven decision-making.
• Assist in the creation and maintenance of internal operational documentation, SOPs, and team training materials.

Customer Success & Care Support

• Act as a critical liaison between the Care and Payments teams, ensuring smooth communication, rapid issue resolution, and alignment on internal processes.
• Work closely with cross-functional teams to troubleshoot, manage, and resolve escalated payment issues reported by customers.
• Collaborate with customers and internal teams to ensure compliance with industry regulations and data security standards.
• Serve as a knowledgeable escalation point for payment-related inquiries, working to streamline how cases are handled

Qualifications And Education Requirements

• Advanced English level, both verbal and written.
• Knowledge and proven experience in operational process improvement and workflow optimization.
• Hands-on experience building automations or streamlining tasks using Microsoft tools (Power Automate, advanced Excel) and Google Workspace tools.
• Experience in reporting and data analysis to drive operational decisions.
• Understanding of payment processing and tools.
• Experience working within the Travel and/or Payment industry.
• Customer-focused mindset with exceptional communication abilities.
• Strategic and analytical thinking with a willingness to challenge the status quo to improve legacy processes.
• Strong interpersonal skills, comfortable engaging with senior team members, technical teams, and customers.
• Capable of managing and prioritizing several competing tasks in a fast-paced environment.

Nice To Have Skills

• Knowledge of Operations areas in Payments: KYB processes, implementation, and customer support.
• Specific knowledge of Travel Payments.
• Understanding of the Travel Industry and strong Sabre Host/GDS/CRS/PSS skills.

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