Customer Success Manager

3 days ago

Ottawa, Canada Travel Edge Full time

Company Description

Travel Edge is the largest luxury-focused travel agency in North America with over 750 advisors, planners and travel experts specializing in Leisure, Corporate & Events travel. At Travel Edge we believe in the power of travel, our people, the technology they use, and giving back to the communities in which we operate. Our luxury advisors are at the core of everything we do and specialize in air, hotel, cruise, tours, and VIP travel.

**Job Description**:
This is a hybrid opportunity.

The Customer Success Manager within our business division will be an instrumental position responsible for working with our clients in Canada and USA. This person will play a key role in our client services strategy, helping to establish robust processes, ensure client retention while helping to drive growth and profitability. The Customer Success Manager will have strong analytical skills with the ability to encourage innovation, program optimization, and deliver overall value to customers and partners.

**Responsibilities**
- Client Retention
- Quarterly/Yearly Client Reviews
- Growth
- Policy Assessment/Compliance
- Assessment of Traveller Behaviour/Industry Trends
- Risk Management
- Supplier Negotiations
- Onboarding Project Management
- Drives a Customer Focused Culture_
- Collaborates with key partners to continuously improve and innovate our customer service model
- Partners with operations team to develop and maintain clear and concise customer requirements and KPIs
- Analyzes competitive trends, best-in-class standards, and metrics to benchmark our offering and ensure we are the best in the industry
- Develops a deep understanding of customers’ travel expectations and realities to be able to assess, recommend and design solutions to enhance the customer experience
- Employs a continuous improvement mindset to proactively identify opportunities and design solutions that will improve customer service with growth and profitability in mind
- Participates in Creating a Client Services Environment with Effective and Efficient Operations_
- Assists in problem resolution by analyzing trends, driving action plans, and providing solutions. Works closely with multiple stakeholders to answer questions, resolve problems and recommend corrective actions while identifying new opportunities.
- Develops an understanding of departmental budgets to help maximize impact and ROI, including tracking financial progress while identifying cost-savings opportunities
- Develops and maintains strong business relationships with decision makers and key influencers
- Participates in the development of implementation plans for each client
- Develops and maintains a strong relationship with preferred vendors to ensure assistance in resolving problems and to obtain preferred rates and a favourable commission structure
- Provides client product demonstrations; ensuring the client can utilize available technology
- Works with airline, car, and hotel partners with the client to negotiate contract discounts
- Partners with clients in developing program proposals, design, and budgets

**Qualifications**:

- Bachelor's degree and a minimum five years of related experience - preferred
- Exceptional problem solving and analytical skills in gathering and interpreting data
- Must be comfortable presenting to new and existing clients - pitches, reviews, onboarding
- Experienced with travel industry trends and strong knowledge of airline, hotel, and car vendors
- Excellent communication skills; written, verbal, interpersonal
- Proven skills in problem-solving, strategic thinking, persuasion, relationship and change management
- Maturity and leadership in dealing with complex situations, working with cross functional teams, collaboration, and the ability to influence decision makers
- Hands-on with high energy, an entrepreneurial spirit, and a positive attitude
- Big picture thinking, balanced with an ability to understand the details
- Proficient in Microsoft Office suite of products (Word, Excel, and PowerPoint)

Additional Information
**Cultural Fit - people like working here if they**:

- Thrive working in a KPI driven organization.
- Have an entrepreneurial mindset.
- Learn from what’s working and not working.
- Build trust and work maturely through conflict both upwards and downward.

We know our success is dependent on the people who join our team, which is why we recruit the best. Our team is made up of owners; people who are smart, low ego, and who are accountable for their results. We all play a part in the success of the company and are proud of what we do.

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