Aviation

1. 1
©Accelya
Group
2020
-
Commercial
in
Confidence
©Accelya
Group
2020
-
Commercial
in
Confidence
Accelya Group
Welcome to Customer Success at Accelya
February, 2021
CONFIDENTIAL

2. 2
©Accelya
Group
2020
-
Commercial
in
Confidence
1. Introduction

3. 3
©Accelya
Group
2020
-
Commercial
in
Confidence
2. Organization Structure

4. 4
©Accelya
Group
2020
-
Commercial
in
Confidence
Jim
Davidson
Chief Executive Officer
Tim Reiz
Chief Innovation
Officer Interim
CTO
Jeff
Mathew
Chief
Operations
Officer
John
Stewart
Senior
Vice President,
Business
Development
Interim CCO
Jose Mª
Hurtado
Chief
Financial
Officer
Robert
Wilson
General
Counsel
Edna
Lopez
Interim Chief
Human
Resources
Klaas
Fokkema
Executive Vice
President,
Cargo
LEADERSHIP
TEAM
Manish
Nagpal
Executive
Vice President,
Product Strategy
Interim CPO
Nitin
Patwardhan
Senior Vice
President,
Head of Center
of Excellence
Rose
Fernandez
Senior Vice
President, Global
Marketing

5. 5
COO
Jeff Matthew
IT Security
SVP Global Services
Tony Love
VP Delivery and
Implementations
Chris McGuire
Program Management
(SkyChain and CRA)
Manish Kaliya
Project Manager (SyChain)
Sruthi Rao
Technical Lead
(Flx –M)
Ranjita Ghosh
Kumar Sing
Program Management
(FLX-M)
Karen Bradbury
Project Manager
(FLX-M)
Julia Lekhtuz
Program Management
(Vivaldi)
TBD
Customer Success
Densey Davis-Lumsden
Customer Success Manager
Shoba Sane
Enterprise Infrastructure
SVP Accelya Managed
Services
Shreemanikandan
Ananthavaidhyanathan
VP Accelya Managed Services
(PRA)
Gautam Jain
Service Manager
(PRA)
Amar Nair
Operations Team – Delivery Management
Operations
Responsible for designing, executing,
monitoring and optimizing customer
facing business processes with a focus
on efficiency with increased
customer satisfaction.

6. 6
COO
Jeff Matthew
IT Security
SVP Global Services
Tony Love
Customer Success
Densey Davis-Lumsden
Customer Success Manager
Shoba Sane
VP Service Management
Raghu Kumar
Director
(Skychain and CRA)
Seema Jamsandekar
Service Manager
Mohammed Raffic
Director
(FLX-M)
Roy Varghese
Incident Manager
Carlene Walsh
Director
(Vivaldi)
Ross Frampton
Service Manager
TBD
Enterprise Infrastructure
SVP Accelya Managed
Services
Shreemanikandan
Ananthavaidhyanathan
VP Accelya Managed Services
(PRA)
Gautam Jain
Service Manager
(PRA)
Amar Nair
Operations Team – Service Management
Operations
Responsible for designing, executing,
monitoring and optimizing customer
facing business processes with a focus
on efficiency with increased
customer satisfaction.

7. 7
CEO
Jim Davidson
SVP Sales and Account Management
Bryan Porter
Principal Account Management
Mario Segovia
Mario Cornejo
SVP Business Development and Interim
CCO
John Stewart
Commercial Team
Commercial
Focused on new business´s
generation & customer retention;
driving higher value longer term
contracts and enhancing customer
value propositions and market
communication

8. 8
©Accelya
Group
2020
-
Commercial
in
Confidence
Product Division
Jim Davidson
CEO
Executive Vice President,
Cargo
Klaas Fokkema
Product Owner
Sandeep Fernandez
Executive Vice President,
Product Strategy
Manish Nagpal
SVP Order
Tye Radcliffe
NDC Product Owner
Nancy Delgado
Pedro Leon
SVP Offer
TBD
FLX-M Product Owner
Javier Castro
SVP Revenue Accounting
Phillip Fernandes
Revera Product Owner
Vinita Shanbhag

9. 9
©Accelya
Group
2020
-
Commercial
in
Confidence
Governance Meetings
Monthly
Bi-annually
Annually
 Board Meeting – Across all Products
• Across All Products
• Business Review Meeting
• Solutions Roadmap Meeting
• Accelya’ strategic direction & investments
• Industry and Business Trends
• Customer’s vision, goals and objectives alignment
• Improvement and innovation opportunities
• Key ideas, challenges and initiatives
• Meetings per product
• Commercial Review Meeting
• Service Review Meeting
• Commercial, contractual and billing matters
• Delivery / Escalation Management
• Service Performance & Financial Review
• Project RAG Status
• Change and Risk Management
• Production Rollout / Releases
Perform medium term
account planning
Provide status on progress of projects
and plans for future deliverables
Monitor service delivery quality,
identify and track progress of process
improvement initiatives, resolve
escalated issues and risks
Strategic
• Performance review
• New areas of engagement
• Solutions Adoption Assessment (Health Check)
• Solutions Roadmap
Moving towards proactive customer engagement and relationship management

10. 10
©Accelya
Group
2020
-
Commercial
in
Confidence
Roles and Responsibilities
• Scope, Risk, Schedules, Release Management, Project Status meetings, Project status reports
Project Management
• Defect and Incident Management, RCA documentation and review, defect backlog reporting;
defect prioritization, SLA calculation and reporting, Incident Management meetings
Service/Incident
Management
• Document, Prepare, Negotiate contracts, BRDs, SOWs and agreements exceeding $250K
Account Management
• Provide updates on product roadmap – delivery of core features
Product Management
• Customer Health Management; Support achievement of business outcomes; Measure and
Monitor agreed KPIs, Maintain a 360 degree review of customer relationship
Customer Success

11. 11
©Accelya
Group
2020
-
Commercial
in
Confidence
Fly Dubai (FLX-M) Escalation Matrix
Services Management Centre Contact Details
1st Level Escalation
Incident Manager on-duty or your assigned Incident Manger if during their core hours, in
case of escalation related to Helpdesk analyst
*Assigned Incident Manager – Carlene Walsh
Email: carlene.walsh@accelya.com
Incident Manager on-duty
Phone: +1 (305) 222-5420
Email: helpdesk@farelogix.com
(Please do not use email to engage Carlene or Helpdesk for an incident, please use Zendesk.
At this level, email is simply for assisting in communication, not for escalation of incidents or
engagement of incidents.)
2nd Level Escalation
Service Management Director, in case of escalation related to Incident Manager and/or
Helpdesk analyst.
Roy Varghese
Email: roy.varghese@accelya.com
3rd Level Escalation
VP Service Management, in case of escalation related to Service Management Director.
Raghu Kumar
Email: raghu.kumar@accelya.com
4th Level Escalation
Sr. VP of Global Operations, in case of escalation related to VP of Service Management.
Tony Love
Email: tony.love@accelya.com

12. 12
Thank you
©Accelya
Group
2020
-
Commercial
in
Confidence
© Copyright Accelya Holding World S.L. and its subsidiaries (hereinafter jointly referred as Accelya Group). All rights reserved.
Contents in this document are confidential and proprietary to Accelya Group. No part of this document should be reproduced, published, transmitted or distributed in any form or
by any means, electronic, mechanical, photocopying, recording or otherwise, nor should be disclosed to third parties without prior written approval from Accelya Group.