Michael Williams Email & Phone Number

Sale, GB

Manchester Area, United Kingdom

Manchester, England, United Kingdom

• As a Customer Success Manager, I am responsible for delivering solutions to the customer according to contract deliverables with a focus on realising value against investment and leveraging the realised benefits of.
• Successful delivery of operationally critical solutions involving multiple stakeholders including the airport, airlines, and ground handlers.
• Developing a strong partnership with both the contracted customer and the solution end user community.
• Ownership of business-as-usual operations and responsibility for ongoing support and maintenance.
• Proactive management of customer escalations to ensure customer arising issues are addressed at the earliest opportunity.
• Serving as the voice of the customer on internal reviews to ensure value against investment.

London Area, United Kingdom

• As the Customer Account Manager to the Manchester Airport’s Group, I was responsible for the ongoing development and implementation of the customer account plan with a focus on growth of portfolio and ensuring business.
• My initial role focused primarily on delivery of a common use platform to 3 airports including a local DCS system, Self Service Kiosks, Baggage Messaging Broker, and an automated voice announcement system.
• Maintaining and monitoring key account metrics against performance and service level agreements.
• Providing updates and insights into aviation industry trends and emerging solutions and technologies.
• Contributing to the continuous improvement of deployed solutions and project managing teh further roll out and introduction of new products and services.

• Manager, Operations Support, Airport Passenger Systems -Swissport UK - March 1989 to March 2013In this diverse role I was responsible for management of vendors of solutions used in ground handling operations at.
• Identifying opportunities to reduce costs or create revenue streams through implementation of systems or best practice related to passenger handling whilst ensuring the effective ongoing support of all systems.
• Ensuring that deployed solutions were current and compliant with industry regulations and were developed in line with the changing business needs of both Swissport and its customers. This required developing strong.