Customer Success Manager, Client Services – Onboarding

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2 days ago

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Etraveli Group

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Etraveli Group is a leading global technology provider for Flights focused on offering the best possible flight content delivered through flexible tech solutions to the consumer and any company facing the consumer. Through our own consumer brands like Gotogate, Mytrip, Flightnetwork and through our global partnerships we provide search, book and fulfilment services of Flights and related products. We are the preferred partner of some of the world’s most prominent travel technology companies such as Booking.com & Google Flights. In this context, to deliver on the company's overall mission to make it easier for everyone to experience the world, Booking Holdings recently entered into an agreement to acquire our company. Completion of the acquisition is subject to certain closing conditions, including regulatory approval.

1001 - 5000 employees

📋 Description

• We are seeking a customer-centric Customer Success Manager with superior organizational and communication skills. • Your primary mission is to ensure our clients achieve their desired outcomes and realize the full value of our partnership. • You will manage the post-sale operational lifecycle, focusing strictly on the internal processes for customer onboarding, implementation, and ongoing support. • You will ensure all requirements are delivered, working in parallel with Account Managers who own the strategic growth and long-term success of the account. • Your success will be measured by client health, retention, and the ability to grow partner revenues as a direct result of the value you help clients achieve. • Lead and manage the complete onboarding journey for new customers, ensuring a smooth transition from the sales process. • Coordinate with internal technical, product, and service teams to ensure all customer requirements are delivered, configured, and implemented accurately and on time. • Serve as a point of escalation for client issues, ensuring swift resolution by collaborating with technical and product support or other internal teams as required. • Act as the "voice of the customer" internally, advocating for their needs while managing expectations. • Keep a detailed project plan for the onboarding of all new customers. • Efficiently coordinate all internal and external meetings, including scheduling, setting agendas, and distributing follow-up notes and action items. • Highlight product features to be developed to help shape the B2B product roadmap. • Monitor customer KPIs to proactively identify and address any risks or opportunities. • Prepare regular internal business reviews with key stakeholders. • Analyze client data and present clear insights to demonstrate the value and ROI they are receiving from the partnership. • Identify opportunities for mutual growth by deeply understanding the client's needs and present to internal stakeholders. • You will facilitate introductions to the appropriate sales team when a client expresses interest in expansion, but you will not be responsible for negotiation or closing new sales.

🎯 Requirements

• 3-5+ years of experience in Customer Success, Relationship Management, Account Management, or Project Management (SaaS or B2B experience is strongly preferred). • A verifiable passion for a customer-first mindset. • Exceptional organizational and project management skills, with a proven ability to manage multiple competing priorities. • Strong analytical skills; you are comfortable with data and can use it to tell a compelling story about value and performance. • Excellent communication, presentation, and interpersonal skills, with the confidence to lead meetings with stakeholders at all levels, including executives. • Experience using Customer Success platforms and CRM software (preferred). • A background in technical implementation, onboarding, or client training (preferred). • Experience in the flight industry is a significant plus (preferred).

🏖️ Benefits

• We offer an opportunity to work with a dynamic growing team of composed of high-caliber professionals. • We value professionalism and promote a culture where individuals are encouraged to do more and be more. • If you feel you share our passion for excellence, and growth, then look no further. • We have an ambitious mission, and we need a world-class team to make it a reality. • Upgrade to a First Class team! • At TripStack, we proudly believe in embracing diversity. • This is true for our team, clients, communities and stakeholders. • We are an equal opportunity employer and committed to creating a safe, healthy and accessible environment. • We encourage applications regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other grounds protected by law. • Please let us know if you need any accommodations during any part of the recruitment process. • TripStack thanks all applicants for their interest, however only those selected to continue in the process will be contacted.