Client Solutions Manager

**Job no**: 515373

**Brand**: Flight Centre Travel Group

**Work type**: Full time

**Location**: Virtual - Canada, Ontario

**Categories**: Operations & Professional Services, Information & Technology

**Client Solutions Manager**

Shep, an Austin-based startup that was acquired by Flight Centre Travel Group in 2021, is looking for a Client Solutions Manager.

Shep’s parent company, Flight Centre Travel Group is based in Brisbane, Australia, and is one of the world’s largest travel agency groups with company-owned operations in 23 countries and a corporate travel management network that spans more than 90 countries.

The FCM Extension, previously known as Shep, was founded with the vision that transparent data and ubiquitous communication could transform business travel for the good of the traveler and the travel manager. We use web browser extension technology to overlay messaging and user interaction elements on top of corporate and consumer travel sites while collecting behavioral data to better predict and support future travelers.

As a Client Solutions Manager, you will support customers by finding ways to demonstrate qualitative and quantitative value throughout the customer’s journey. For customers with professional services, you will create, write, and manage their notifications by working with internal SMEs and the customer’s account manager to deploy notifications to meet their travel program goals. You will respond to customer and internal questions and conduct monthly, quarterly, and annual reviews, by gathering and delivering reporting. You will work with the client and alongside the customer’s existing account manager to provide insights to drive the customers goals and objectives forward

**Responsibilities**:

- Deliver and communicate value throughout the customer lifecycle - from helping with lightweight implementation projects through to monthly and quarterly customer reviews
- Be a solutions expert and key resource for our clients in managing content strategy and creative communication
- Communicate thoughtful, customized solutions that help customers move forward
- Provide exceptional customer support and have a sense of urgency to resolve and investigate issues
- Take ownership of customer’s needs and manage expectations both internally and externally
- Build and maintain relationships both internally and externally across multiple persona types
- Be a product expert and help proactively identify and resolve support issues as they arise
- Diagnose and troubleshoot product issues, collect customer feedback, and engage with our development team using established processes
- Derive strategic direction from data analysis and present coherently to internal and external stakeholders
- Encourage customer advocacy leading to referrals, references, case studies, participation, and white papers
- Participate in team calls, cross pillar communication, and team education
- Actively take part in product testing / QA process
- Occasional business trips for in person client meetings and team events
- This is an individual contributor role, reporting to the VP of Operations

**Requirements**:

- Minimum of 3 years’ previous customer success or account management experience
- Experience in managing a portfolio of clients Strong copywriting abilities
- Travel industry experience
- Exceptional communication and active listening skills
- Strong technical skills and comfort learning new software
- Go-getter personality with a positive outlook
- Excellent prioritization, time management, and organizational skills
- Comfortable working in a fast paced, high volume environment
- Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Engineering)
- Previous technology or startup experience an asset
- Experience with complex, multi-divisional, multi-geographical clients
- You enjoy testing new approaches to copywriting and content creation
- You’re passionate about taking the leap into the travel technology world
- You care about building relationships with clients
- You understand customer success principles and standards and have an effective way to communicate them with others
- You love to be challenged, are a proactive problem solver, and thrive in a rapidly changing environment
- You love to travel and bring that inspiration into the work that you do

**Benefits Include**:

- Generous remuneration structure
- Travel perks/discounts.
- Health & Wellness Programs and Employee Financial Wellness Services
- Generous paid-time off policy
- National/International Award Nights and Conferences
- Diversity & Inclusion initiatives
- Benefits including vision, medical, and dental
- Employee Assistance Program
- RRSP with matching
- Employee Share Plan
- Global career opportunities in a network of brands and businesses
- Ongoing training and professional development
- Fun and flexible work environment
- Proud Corporate Social Responsibility platform through the Flight Cent