Senior Manager, Client Experience
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Job Description
Senior Manager of Client Experience ensuring high service levels and client satisfaction in the Travel Industry. Leading collaboration across operational teams while managing escalations and service metrics.
Responsibilities:
- Build positive relationships and alignment across cross-functional teams and Customer Experience to ensure the Customer Experience is always top of mind
- Manage the expectations of Sales, CSM’s, sales-prospects and clients as it relates to our scope of services
- Serve as the liaison between Support and Customer Success, by regularly attending Sales and Customer Success meetings as the source of truth for the Support organization
- Create Operational improvements within Customer Experience to address Customer complaints and feedback regarding Support
- Serve as the Customer Experience customer expert, through an understanding of high value customer needs and expectations
- Standardize support data reporting used for client presentations, and regularly review data to ensure we are meeting customer expectations
- Provide regular updates to the Sales and Customer Success organizations so they can speak more transparently and effectively with their Customers about the support we provide
- Work with Customer Experience Leadership to regularly review, update and share global metrics for success and supervise performance of those metrics
- Recommend process optimization that help to ensure we meet contractually established service level agreements for our customers
- Leverage data to speak confidently about Support concerns, as raised by Sales and Customer Success.
Requirements:
- 10+ years experience in the Travel Industry, Corporate Travel ideal
- Strong background working with high value customers and liaising between multiple geographic internal organizations
- Strong interpersonal, communication and relationship building skills
- Proven ability to collaborate with and manage cross-functional discussions for optimal service delivery to the customer
- The ability to work with integrity, critical and independent thinking skills , and sound judgment
- Strong analytical skills with the ability to work with data and develop key insights.
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