Senior Manager, Client Experience

Role Overview

• Build positive relationships and alignment across cross-functional teams and Customer Experience to ensure the Customer Experience is always top of mind
• Manage the expectations of Sales, CSM’s, sales-prospects and clients as it relates to our scope of services
• Serve as the liaison between Support and Customer Success, by regularly attending Sales and Customer Success meetings as the source of truth for the Support organization
• Create Operational improvements within Customer Experience to address Customer complaints and feedback regarding Support
• Serve as the Customer Experience customer expert, through an understanding of high value customer needs and expectations
• Standardize support data reporting used for client presentations, and regularly review data to ensure we are meeting customer expectations
• Provide regular updates to the Sales and Customer Success organizations so they can speak more transparently and effectively with their Customers about the support we provide
• Work with Customer Experience Leadership to regularly review, update and share global metrics for success and supervise performance of those metrics
• Recommend process optimization that help to ensure we meet contractually established service level agreements for our customers
• Leverage data to speak confidently about Support concerns, as raised by Sales and Customer Success.

Requirements

• 10+ years experience in the Travel Industry, Corporate Travel ideal
• Strong background working with high value customers and liaising between multiple geographic internal organizations
• Strong interpersonal, communication and relationship building skills
• Proven ability to collaborate with and manage cross-functional discussions for optimal service delivery to the customer
• The ability to work with integrity, critical and independent thinking skills , and sound judgment
• Strong analytical skills with the ability to work with data and develop key insights.