Client Success Representative

3 months ago

Maitland, United States Travel Media Group Full time

We have an opportunity for a motivated, professional Client Success Representative in

our office in Orlando, FL. We take the development of our staff very seriously, and our

progressive culture encourages our team members to achieve excellence in a B2B

environment, with training and growth opportunities.


Travel Media Group is an established leader among hospitality marketing platforms for

comprehensive guest feedback management. TMG OneView® brings all guest

feedback into an integrated dashboard, giving our clients a competitive edge through

marketing and business insights. We help hotels and businesses proactively manage

guest feedback. Our suite of full-service solutions includes social media, review

responses, reputation management, responsive websites, and more. Travel Media

Group’s solutions enable Enterprise clients to integrate and manage guest feedback

with unprecedented visibility, accountability, and hands-on support. in a new way. The

pliability of our technology allows for tailored white-label reputation management, review

response, and guest relations programs that facilitate brand-wide initiatives.


Position Summary: The primary responsibility of the Client Success Representative is

to develop and maintain excellent client relationships while providing positive client

experiences, with new and existing hotel clients throughout the entire customer

lifecycle. The Client Success Representative must engage in daily contact with clients to

retain and facilitate the revenue growth of a book of business. In addition,

responsibilities include product training, basic technical support, and marketing

recommendations.


The responsibilities of the Client Success Representative include:

  • Establish an ongoing and frequent cadence of outbound communication and collaboration with the client across all levels (users, departments, stakeholders) to promote mutual trust, respect, and understanding
  • Develop a comprehensive understanding and knowledge of all Travel Media Group product offerings
  • Manage a portfolio of current clients: including Onboarding, monthly calls/emails, roll-up account reviews
  • Perform monthly account analyses and measure customer performance on entire campaigns
  • Engage in weekly and monthly team activities and meetings
  • Conduct in-depth webinars on all products
  • Recognize accounts in danger of canceling and proactively work with the client to improve their performance and relationship with Travel Media Group
  • Work seamlessly with other departments to better serve our clients and prospects
  • Ensure timely onboarding and conduct thorough walkthroughs and training with new clients upon receipt of agreements
  • Facilitate conversations around continuous service improvements, and client requests between clients and internal teams
  • Be able to up-sell and upgrade accounts
  • Process all client requests and changes quickly and efficiently with great attention to detail, while adhering to company guidelines and terms
  • Maintain accurate notes and client information in Salesforce.com
  • Assist in collection efforts as needed


Qualifications/Requirements:

  • Exemplify creative problem-solving and critical-thinking skills
  • Ability to effectively plan realistic and achievable short-term and long-term activities/goals
  • Proficiency in disseminating information and sharing knowledge at various levels within the company
  • Strong cultural and organizational sensitivity
  • Commitment to a high-performance culture
  • Technical support experience is a plus
  • Experience setting up Business Social Media Accounts
  • Must be organized, able to multi-task, demonstrate superior attention to detail and adhere to deadlines
  • Must be self-directed, self-motivated, and focused on results
  • Must be skilled in the use of standard office communication technology (email, voicemail, Internet, etc.)
  • Must exhibit a positive, cooperative, and friendly attitude, especially under pressure
  • Ability to communicate effectively (verbal and written)
  • Knowledge of Salesforce.com is a plus
  • Hospitality vertical experience a plus
  • Retention Management Skills Preferred


Benefits include:

  • Major medical, dental, and vision insurance
  • 401K plan with company match
  • Two weeks of paid vacation plus paid company holidays
  • Ongoing training and development including an established Leadership Development
  • Program
  • Base salary with bonus opportunities
  • Eight paid company holidays per year
  • Career advancement opportunities


We are actively searching for motivated individuals in the Orlando area. If you’re looking

to jump-start your career with a stable industry leader and would like to learn more,

contact us today


Travel Media Group is a division of Dominion Enterprises. Dominion Enterprises is a

leading online marketing and software services company offering client solutions across

multiple targeted business verticals. We offer a dynamic environment, excellent growth

opportunities, competitive earnings, and a comprehensive benefits package that include

a generous 401(k). Dominion Enterprises is an equal opportunity employer and

supports a diverse workforce. Dominion Enterprises is a drug-testing employer.

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