Client Success Representative
2 weeks ago
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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