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.

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.

Reporting and Data

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

• Hotel Support

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

• Car Support

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

• Air Support

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

• Customer Satisfaction

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

• Telecom/TSF

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

• Communication

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

• Relationship Management

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.

• Online and Product support

Facilitate escalations to appropriate stakeholders or vendor contacts

Communicate performance concerns/outages

• 5 years' experience in an operational and/or client management related position within the travel industry
• Strong understanding of business travel process related to operations, account management, mid office products, reporting, and finance.
• 5 years' customer service experience
• Goes above and beyond, and is consistently proactive
• Current or past customer facing experience
• Handles escalated customer service issues with little direction or additional guidance
• Analytical Thinker with ability to quickly identify trends within various data sets
• Proficient in designated GDS (Worldspan/Sabre/APOLLO)
• Experience with Salesforce, Prime Analytics, Sabre RFP, Lanyon a plus
• Excellent written and verbal skills
• Ability to present material to groups of various sizes
• Strong attention to detail
• Strong Microsoft office skills (word, excel)
• Ability to complete simple analysis
• Build/utilize simple spreadsheets/word document

Leadership Abilities:

• Has strong understanding of own skill set and development opportunities
• Strong understanding of company goals and ability to support revenue and retention strategies of Strategic Program Manager team
• Self-starter, takes ownership for own work, operates with a sense of urgency, employing effective time management to deliver within deadlines
• Comes prepared to meetings and participates appropriately
• Good understanding of the organizational road map
• Good understanding of key departmental contacts
• Ability to offer consultation to both internal and external customers on a variety of support items and change management concerns
• Strong change management skills, ability to understand decisions and support them
• Demonstrates exceptional team work and ability to partner with all departments
• Proactively offers support when ability matches need o Ability to utilize persuasive and compelling language to draw support to optimal decisions
• Shares best practices and ideas with others
• Demonstrates strong decision making and conflict resolution skills
• May seek minimal guidance, but generally has solution at hand
• Thinks creatively to find best/appropriate solution to difficult problems
• Able to support others in decision making
• Knows when to escalate to a leader

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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