The Sr. Client Support Specialist will act on behalf of our Service Delivery team and external clients as the liaison between all internal TLC departments. This position is client facing and directly responsible for day-to-day client support and retention strategies required for customers with air spend between $500K and $2M annually, as well as for tactical support on all accounts owned by the Client Success Team. Additional responsibilities include contract renewals, and upsells where possible. Individuals in this role will drive positive results through troubleshooting and problem resolution, tactical support on client requests and through ownership and follow through of all inter-departmental deliverables required to maintain seamless operations for our clients and front - line teams.
The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.
This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.
The Sr. Client Support Specialist will deliver comprehensive consultation and support to internal and external clients, including end to end service and resolution related to multiple booking sources and quality control programs. This individual will be accountable to analyze client data and industry trends to make recommendations that will maximize outcomes for all key client and internal stakeholders.
Compile, analyze and communicate operational data and performance metrics.
Research concerns around process, reporting, service fees and service; collaborate with appropriate departments for problem resolution
Partner with appropriate departments on service fee audits as required
Correspond directly with vendors and clients as required to ensure client negotiated rate loads are complete
Support specific client project requests for hotel stay analysis, rate loads and rate audits.
Provide consultation and recommendations derived from audit and trend analysis
Facilitate loading and rate verification for all negotiated car vendor contracts
Facilitate loading and rate verification for black car service into Groundspan and online booking tools
Support specific client project requests for air fare analysis to include review of internal and external data related to project scope, trends and benchmarking, average ticket price, and research of price options and savings opportunities based on travel routing and client patterns
Implementation and facilitation of client airline affinity programs or negotiated airline contracts.
Research and answer questions related to Unused Tickets Reports or unused ticket management
Escalate identified issues related unused ticket technology or reporting
Respond to all client inquiries in a timely manner, asking appropriate questions to facilitate resolution; provide timely and direct follow up with customer as required
Collaborate with clients and internal departments as needed to support pre/post trip customer service issue resolution
Support client policy changes to include facilitation of change management plan with appropriate stakeholders and communication to impacted individuals
Research and analyze information required to answer internal and external questions around SLA; including impact and communication around IROP and force majeure
Facilitate telecom change requests through collaboration with operations and telecom teams
Develop and deliver internal and external communications as required, including regularly scheduled client communications around industry updates and trends
Communicate as necessary to ensure all stakeholders are current on account specific or operational updates and changes, as well as deliverables and progress of open requests
Utilize Salesforce for intake of all requests as well as for project tracking and documentation
Build strong, trusting relationships with client through proactive e-mail and phone communication and consultation
Ensure all contracted obligations are executed accurately and appropriate actions are taken upon contract renewal and expiration periods; ensure all key client service, account management, operations and business goals are being met.
Understand customers’ business strategies and overall health of the client. Strategize ways to strengthen relationships, increase loyalty, profit and client market share through a trusted advisor approach.
Facilitate escalations to appropriate stakeholders or vendor contacts
Communicate performance concerns/outages
Leadership Abilities:
Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.
Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.
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