Experienced Customer Management Executive – Global Travel Program Support and Client Liaison

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

At careerzynith, we're dedicated to providing exceptional travel experiences for our clients, and we're seeking an experienced Customer Management Executive to join our team. As a key member of our global support team, you'll play a vital role in ensuring seamless travel program support and client satisfaction. If you're passionate about delivering outstanding customer experiences and have a knack for problem-solving, we want to hear from you.

*About careerzynith**

careerzynith is a leading provider of travel management solutions, and we're committed to making a positive impact on our industry. Our team is passionate about travel as a force for good, and we're dedicated to helping our clients achieve their goals. We offer a collaborative and inclusive culture where your voice is valued, and we're always looking for talented individuals to join our team.

*Key Responsibilities**

As a Customer Management Executive, you'll be responsible for providing exceptional support to our clients, including:

Providing online tool support for day-to-day travel program requirements and escalation support
Assisting with monthly reporting packages and ad-hoc data required by contract
Serving as the key liaison between client management and service delivery to ensure online program connectivity
Interacting and supporting clients in online special projects and day-to-day requests, including basic program management
Escalations and issue resolution
Dedicated site management and global product support for online booking tools
Supporting integration of online booking tool changes and strategic initiatives in conjunction with the GBT Commercial team, Traveler Care team, Concur Product Support, and Client Travel team
Liaising with careerzynith Online Fulfillment & Navigational office leadership regarding service, client specifics, continuity planning, and upcoming technical changes
Providing advance troubleshooting and SME consultation of escalated Level 1 user issues and feedback
Level 2 coordination of non-critical technology-based issues and defects, such as system issues, faring issues, product functionality, and connectivity issues
Level 3 escalation for critical system issues and outages
Submitting Support Cases via the Concur Support Portal to report Concur system issues and direct client feedback
Actively managing open Support Cases with Concur Support Analyst and Support Coordinator to ensure timely resolution
Proactively engaging in Level 1 and Level 2 Support calls with internal careerzynith Commercial team
Participation in weekly calls to review status of open Concur Support Cases with Concur Support Coordinator and client
Providing global site administration and BAU maintenance in compliance with client's formal change control process
Supporting clients in communication of goals and opportunities for online tool, including enhancement requests, new functionality testing, agency formatting requirements, and regional capabilities
Maintaining relationships with client technical contacts to ensure timely resolution of user issues and through knowledge of SSO applications, Tool integration, and information security standards
Reporting and following up on user issues and problem reports with the selected online booking tool
Providing assistance to client online users of booking tool regarding access to tools, second-level support services, user questions, and feedback
Managing process for file downloads, uploads, and distribution for user additions, changes, and deletions in the online booking tool

*Essential Qualifications**

2+ years of experience in a customer-facing role, preferably in a travel or technology industry
Strong problem-solving and analytical skills, with the ability to troubleshoot complex issues
Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders
Experience with online travel booking tools and systems, preferably Concur
Strong technical skills, including proficiency in Microsoft Office and Google Suite
Ability to work in a fast-paced environment and prioritize multiple tasks and projects
Strong attention to detail and organizational skills, with the ability to manage multiple Support Cases and deadlines

*Preferred Qualifications**

Experience working in a global support team or customer-facing role
Knowledge of SSO applications, Tool integration, and information security standards
Experience with global product support and online booking tool changes
Strong understanding of travel industry trends and best practices
Certification in customer service or a related field

*Skills and Competencies**

Strong problem-solving and analytical skills
Excellent communication and interpersonal skills
Ability to build strong relationships with clients and internal stakeholders
Strong technical skills, including proficiency in Microsoft Office and Google Suite
Ability to work in a fast-paced environment and prioritize multiple tasks and projects
Strong attention to detail and organizational skills
Ability to manage multiple Support Cases and deadlines
Strong understanding of travel industry trends and best practices

*Career Growth Opportunities and Learning Benefits**

At careerzynith, we're committed to helping our employees grow and develop their careers. As a Customer Management Executive, you'll have access to:

Global tuition assistance, with access to over 20,000 courses on our learning platform
Leadership courses and new job openings available to internal candidates first
Opportunities for professional development and career advancement
A collaborative and inclusive culture where your voice is valued

*Work Environment and Company Culture**

careerzynith is a remote-friendly company, and as a Customer Management Executive, you'll have the flexibility to work from home or a remote location. Our company culture is collaborative and inclusive, with a focus on teamwork and open communication. We're committed to providing a positive and supportive work environment, with opportunities for growth and development.

*Compensation, Perks, and Benefits**

careerzynith offers a competitive salary and a range of benefits, including:

Flexible benefits tailored to each country and start the day you do
Health and welfare insurance plans
Retirement programs
Parental leave
Adoption assistance
Travel perks, including deals on flights, hotels, cruises, and car rentals
Global tuition assistance
Access to over 20,000 courses on our learning platform
Leadership courses and new job openings available to internal candidates first
Opportunities for professional development and career advancement
A collaborative and inclusive culture where your voice is valued

*Equal Opportunities**

careerzynith is an equal opportunities employer, and we're committed to providing a fair and inclusive work environment for all employees. We welcome applications from diverse candidates and are proud to be an inclusive and collaborative company.

*How to Apply**

If you're passionate about delivering outstanding customer experiences and have a knack for problem-solving, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!