Client Success Representative

3 weeks ago


Reston, Virginia, United States Travel Media Group Full time
Job Title: Client Success Representative

About the Role:

We are seeking a highly motivated and professional Client Success Representative to join our team at Travel Media Group. As a Client Success Representative, you will be responsible for developing and maintaining excellent client relationships while providing positive client experiences. Your primary responsibility will be to engage in daily contact with clients to retain and facilitate the revenue growth of a book of business.

Key Responsibilities:

* 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
* Assist in collection efforts as needed

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 is a plus
* Hospitality vertical experience a plus
* Retention Management Skills Preferred

Benefits:

* 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

About Us:

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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