Project Administrator

3 weeks ago

Calgary, Canada Black Diamond Group 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.

**Project Administrator** reports to the Customer Success Manager and plays a key role in helping our customers with large project and emergency response crew accommodation. The role is responsible for ensuring accommodations needs are a success during the project life cycle, coordinating with Customer Experience to ensure coverage for afterhours, arranging room requirements with our Supply team, and providing customers with a positive consultative experience. Educate customers on the benefit of LodgeLink, helping to onboard and configuring their LodgeLink accounts, provide training on new products or features and relay valuable customer feedback to our product development team for future enhancements.

**Duties and Responsibilities**
- Ensure accommodations needs are met on a multitude of projects concurrently while ensuring a high level of quality across your customer portfolio;
- Ensure follow-up on all assigned action items, including project accommodation requests, crew changes, find hotel/lodge availability, providing daily/weekly/monthly reports as required by customers;
- Develop strong working relationships with customers, anticipating their needs and communicating with them on a daily basis;
- Liaise with customers and suppliers to ensure project accommodations are a success;
- Log and track project specific details as Project Opportunities in Salesforce;
- Develop an understanding of the Crew Travel and Emergency Response industry and how LodgeLink can solve challenges using technology;
- Identify strategies for automating and implementing efficient processes for large crew travel;
- Coordinate with our Product team when platform efficiencies are identified, relaying valuable customer feedback on potential product enhancements;
- Collaborate with internal stakeholders in Business Development, Product, Marketing, Customer Experience, Finance and Supply as necessary to achieve project accommodation goals;
- Prioritize tasks, manage time efficiently, use teamwork and communicate clear to meet deadlines;
- 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. Take part in the new customer sales cycle and ongoing education of 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;
- R egister for and attend conferences to promote LodgeLink and expand project success knowledge;

**Qualifications**
- 2+ years’ experience in onboarding, customer service or travel management;
- Detail oriented, self-starter who is eager to learn new skills and concepts;
- Innate sense of accountability;
- Proficient in Excel formulas and pivot tables;
- Ability to successfully multitask and organize complex projects;
- Positive attitude and able to positively influence others;
- Able to prioritize and manage time in an effective manner;
- Experience working in one of the following industries: software as a service; hospitality; travel management; travel agencies; workforce accommodations;
- Working for a startup means solving new problems and stepping outside your comfort zone almost every day. You must love these challenges to love working here. A resilient can-do attitude and a willingness to roll-up your sleeves when required are a must;
- Experience coaching, training, or educating that involves tailoring your message to the audience;
- Willingness to learn the key processes related to booking and managing crew travel in the emergency response or large project business sectors;
- Willingness to learn basic terminology and process flows related to approving, tracking, and reporting on costs. You don’t need to be an accountant or administrator

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