Corporate Travel Customer Success Advocate, Lead

Role Overview

• 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.
• 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.
• 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.
• 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.