Sr. Client Success Manager

B2B Client Success / Account Management

Serving the needs of our corporate clients, this role acts as a trusted advisor and key player in establishing and building relationships.  Client Success Managers provide insights, hold strategic conversations and work to ensure the success of our clients' travel programs. 

This is an exceptional opportunity for individuals with experience in B2B relationship management.  If you have experience in corporate travel (or a related industry), that's even better!

Responsibilities Include:  

• Establishes and maintains lasting relationships with a set of assigned TI client accounts of high volume and complexity serving as the client’s primary point of contact and trusted advisor. 
• Understand clients' unique business needs, challenges and goals to tailor TI solutions and ensure maximum value delivery. 
• Provides expert guidance on best practices and industry trends, market developments and emerging technologies positioning TI as a strategic partner in the client’s success. 
• Dives deep into clients' organizational dynamics, industry landscapes and pain points to identify opportunities for value enhancement and scalable growth. 
• Collaborates internally with cross-functional teams to craft innovative solutions that align with clients' strategic objectives and drive transformative outcomes.  
• Initiates regular check-ins, business reviews, and strategic conversations with clients to assess their satisfaction and uncover areas for continuous improvement. 
• Anticipates client needs and potential roadblocks preemptively addressing challenges and ensuring a seamless experience. 
• Monitors key performance metrics and indicators to track the success of clients' engagement with our solutions. 
• Analyzes data-driven insights to identify trends, uncover opportunities and proactively recommend enhancements that simplify, grow and reduce clients’ costs. 
• Skillfully balances the interests of the business with the needs and expectations of clients ensuring that TI solutions continue to align with both TI and client evolving goals. 
• Collaborates with internal stakeholders to advocate for clients' unique requirements while identifying opportunities for mutually beneficial outcomes. 
• Cultivates a strong rapport with clients fostering an environment where they become enthusiastic advocates for our solutions. 
• Takes ownership of client contract renewal results proactively engaging with clients well in advance of contract expiration. 
• Showcases the value TI solutions have delivered and works closely with the sales and business development teams to negotiate and secure contract renewals. 
• Serves as the voice of the client within the organization effectively communicating their feedback, concerns, and requirements to internal stakeholders. 
• Shares insights and expertise through thought leadership content, webinars, and presentations, both internally and externally. 
• Works with Product to assemble and deliver formal and informal presentations on new services and products to promote and support within their client base. 
• Analyzes business review data for client base performance and improvements and prepares and leads presentations to key client executives and stakeholders and makes formal and informal presentations on new services and products. 

Qualifications Include:

• EDUCATION:  Bachelors degree in Business or related field or equivalent combination of education and experience. 
• EXPERIENCE:  5+ years of prior account management, client success or customer service experience strongly required with Travel industry or closely related experience strongly preferred or a track record of successful performance in Client Success or client-facing role of similar responsibility at Travel Incorporated.               
• TECHNOLOGY:   Strong computer/technology skills including word processing, spreadsheets and presentations with Microsoft Office, Google Business Suite or similar required; literacy with basic computer operations, file maintenance and standard office tools such as email, calendars and video meetings required; knowledge of CRM programs and Concur Travel & Expense preferred. 
• COMMUNICATION:  Strong written and verbal communications skills; Strong interpersonal, communication, and presentation skills; Comfortable with public speaking as well as organizing and leading meetings; Tailors communication style and content to the audience and uses appropriate language and channel for delivery;  Encourages and values contribution from others and works as a team member; Maintains a strong presence in a room; Expresses interest in understanding clients’ goals and links their need to a solution.   
• ADDITIONAL REQUIRED SKILLS:
• • Analytical Abilities
  • Initiative
  • Influence
  • Customer Focus
  • Reliability
  • Problem-Solving
  • Planning and Organization 

Other Important Information:

Ideally, this role will be located near our Duluth, GA headquarters offering the opportunity to easily work a hybrid schedule.  Remote applicants will be considered, provided that they work in a state where we are currently hiring.