Project Success Representative

2 months ago

Calgary, Canada LodgeLink Full time

LodgeLink is a caring company that applies innovative technology to transform workforce travel. We collaborate and share in a relentless pursuit to deliver superior customer experiences and help our customers get where they need to be. As a LodgeLink employee, you’ll join an agile, inventive, and dependable team with a bold vision to be the ecosystem for workforce travel.

We look for exceptional, diverse people with an entrepreneurial spirit who want to join an innovative and rapidly growing company that is focused on customer success. People with a can-do team attitude, who are at their best when the pressure is on. If you thrive in a fast-paced environment and want a career, not a job, we might be made for each other.

We have a full-time position for a Project Coordinator (Project Success Representative) in Calgary, AB. This role is in-office with 20% flexibility to work from home.

The **Project Coordinator **reports to the GM, Customer Success, and plays a key role in helping our team coordinate complex large-scale project-based crew accommodations needs for our customers. The role is responsible for facilitating the required tasks across teams to ensure customers’ needs are met during the project life cycle with smooth and seamless service. The role will determine project-based needs, coordinate with Customer Experience to ensure coverage for after-hours, arrange room supply requirements with our Supply team, ensure that invoicing is accurate with our Billing team, and provide customers with a positive consultative experience. In addition, the role will be involved in customer onboarding and training, by educating customers on the benefits of LodgeLink, helping to configure their LodgeLink accounts, providing training on new products or features and relaying valuable customer feedback to our product development team for future enhancements.

This role requires strong relationship building and attention to detail, the ability to effectively organize and coordinate with internal and external stakeholders and manage deliverables within required timelines with a positive and professional attitude.

**Duties and Responsibilities**:
**Project Coordination**
- Develop strong working relationships with customers, anticipating their needs and communicating with them on a daily basis;
- Create and execute project-based plans related to accommodation needs, working closely with Supply, Customer Experience and Sales;
- Ensure accommodations needs are met on a multitude of projects concurrently while ensuring a high level of quality across your customer portfolio;
- Collaborate with internal stakeholders in Sales, Product, Marketing, Customer Experience, Finance and Supply as necessary to achieve project accommodation goals;
- Ensure follow-up on all assigned action items, including project accommodation requests, crew changes, find hotel/lodge availability;
- Monitor progress of projects;
- Provide daily/weekly/monthly reports as required by customers;
- Prioritize tasks, manage time efficiently, use teamwork and communicate clear to meet deadlines;
- Liaise with customers and suppliers to ensure project accommodations are a success; Log and track project-specific details as Project Opportunities in Salesforce;
- Identify strategies for automating and implementing efficient processes for large crew travel.

**Customer Success**
- Create customer advocates by onboarding new users/divisions/branches/sub-contractors, ensuring accounts are ready to transact, and re-engaging with accounts so they continue to transact;
- Conduct product demonstrations in-person and online for small and large groups and continuously educating existing customers, showcasing LodgeLink features and benefits;
- Help configure accounts for maximum efficiency. This involves learning about how customers manage crew accommodations, how they track costs and what approvals are required prior to paying invoices; then recommending how to use LodgeLink functionality to benefit them;
- Review and use customers data to conduct account reviews in line with LodgeLink's
- Service Level Agreement (SLA). Identifying areas where additional training is required;
- Register for and attend conferences to promote LodgeLink and expand project success knowledge;
- Develop an understanding of the Crew Travel and Emergency Response industry and how LodgeLink can solve challenges using our technology;
- Coordinate with our Product team when platform efficiencies are identified, relaying valuable customer feedback on potential product enhancements.

**Qualifications**:

- 2+ years’ experience in travel management, project coordination/administration, customer success/onboarding or similar;
- Experience working in one of the following industries: software as a service; hospitality; travel management; travel agencies; workforce accommodations would be a strong asset;
- Experience coaching, training, or educating that involves tailoring your message to the audien

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