Job Details

Job Type

Full-time

Description

As a Customer Success Advocate, Lead you will be the frontline ambassador for our clients, providing unparalleled support and building strong relationships. Your primary focus will be on understanding client needs, addressing queries, and ensuring a seamless travel experience.

Responsibilities:

1) Customer Support:

• Serve as the day-to-day point of contact for travelers and travel managers, offering support and guidance on travel-related inquiries.

• Subject Matter Expert in all Solutions Travel tools and offerings.

• Assist travelers in navigating our platform, troubleshooting issues, and ensuring a positive user experience.

• Maintain accurate records of Customer interactions, issues, and resolutions.

• May participate in Customer quarterly business review meetings, prospect meetings and other Customer facing touch points.

2) Proactive Engagement:

• Proactively reach out to travelers to gather feedback, understand their challenges, and identify opportunities for improvement.

• Provide recommendations on optimizing travel plans and utilizing available features.

• Maintain atmosphere of continuous improvement.

• Establish and track key performance indicators (KPIs) for the Client Success Team.

3) Issue Resolution:

• Address customer issues and concerns in a timely and effective manner, collaborating with internal teams to find resolutions.

• Acts as a point of escalation and acting supervisor when manager is unavailable.

• Ensure a high level of Customer satisfaction by going above and beyond to meet their needs.

• Collaborate with internal departments to address client needs and enhance the overall client experience.

• Build and maintain relationships with key suppliers that aid in servicing joint travelers.

4) Collaboration with Cross-functional Teams:

• Work closely with sales, operations, and customer success teams to ensure a cohesive and positive Customer experience.

• Provide insights and feedback to contribute to the continuous improvement of our services.

• Collaborate with team members to develop and implement effective client management strategies.

• Supports onboarding and training of new employees.

Requirements

• Corporate travel management agency and industry experience required.
• GDS expertise needed (multi preferred)
• Bachelor's degree in Business, Hospitality, related field or equivalent experience.
• Proven experience in customer support or client success roles.
• Exceptional communication and interpersonal skills.
• Strong problem-solving abilities and a customer-first mindset.
• Familiarity with corporate and tools is a plus.
• Competency in Microsoft products; Word, Excel, PowerPoint.
• Competent analytical skills.
• Strong project management skills.
• Comfortable with client-facing decision makers and representing the brand externally.

Benefits:

• Competitive salary and performance-based incentives.

• Full benefit package to include health and retirement benefits.

• Opportunities for professional development and career advancement.

• A collaborative and dynamic work environment.

• Fully remote with flexible hours.

Solutions Travel is a diverse environment and proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.