Customer Succes & Service Manager

Have you worked within OTA (online travel agent), TMC (travel management company eg Amex), travel agent business, or tour operator?
Our client is a technology company within the traveling industry. Automating the post-booking process for the travel agencies and improving the processes to an optimized customer journey. As a start-up with solid technology, they are on a journey to make a positive revolution within the travel industry.
They provide travel companies with a GDS-agnostic process automation solution, enabling them to seamlessly create and manage sophisticated workflows related to the post-booking process in GDS and mid-office systems. Thanks to the intuitive and extremely versatile web interface, requiring minimal technical background, you can leave technology to them and concentrate on what you do best; automating your daily manual processes, where only your creativity sets the limit on what you can achieve.
Job description You will play an important role when the company is growing and professionalizing the organization. Previously it was a small company with no real defined roles. To allow expansion and to stop certain key personnel from being bottlenecks in the growth of the company it did require additional roles to be added, the CSSM was seen as an important start. You will work closely with the owner and managing director, who brings more than 20 years of experience within the international travel industry.
The office is in Danderyd, north of Stockholm and we are looking for a candidate to be in the office on a daily basis. Should you have the right experience of the candidate and do not live in Stockholm or Sweden, it could be interesting in getting in contact with you. Preferably though, the person lives and operates out of Stockholm.
Key activities Onboarding of customers – key activity when there are customers waiting
Responsibility for the onboarding of new customers.
Create and manage a process for the onboarding of those customers.
During onboarding, help with training & setting up of workflows (schemas) so customers feel comfortable and able to develop the service on their own going forward.
Actively communicate with the customer to ensure a high level of customer service is achieved.
Communicate internally with all relevant parties to ensure onboarding and any other special requirements so they are understood correctly, and it is coordinated correctly.
Existing customer development – key activity, ongoing
Maintain an updated list of customers, prices and services they are using.
Create a process to develop & educate the use of all of the company’s services. Be proactive with the customers to help them develop the usage of the whole system.
Customer queries – important activity
Use Redmine for customers to communicate with the company concerning any customer service issues.
Be responsible for managing those customer support queries, coordinating with other team members. Develop the service more with an agreed SLA response time.
Invoicing – produce invoice information monthly for accounts to produce the invoices. Monthly reporting/ updating
A monthly update on customer activity. Potential monthly communication with customers to help drive greater awareness and opportunity.
Update on customer development of services. What was achieved in terms of volume, activity.
Update HubSpot the CRM system.
Product Development – important activityCommunicate with customers on all new product development from a commercial & operational perspective eg what the new function does & commercially how the customer can benefit from this new development.
The person will be asked to start documenting the service creating an easy reference for the customers. This should be used as a reference for customers instead of them asking for advice or help. This should be approx. 5% of the time.
Occasionally the person may be asked to contact customers regarding product research questions.
Occasionally the person may be asked to obtain customer feedback ref to the company.
requirements As you will join this company as working next to the CEO in a small organization, we believe you are a pro active person, full of own initiatives, self-independent, self-sufficient and very service oriented. You bring experience from having worked within the travel industry and you know the ins and outs in the back office of a travel agency. You know you need to act quickly, being confident things will happen and you are used to work under stress. You are curious, knowledgeable and does not take no for an answer. You love the travel industry, meeting and greeting people from various cultures and languages and you are enthusiastic and share the passion of travelling. You will be able to work independently and under a lot of freedom. You speak English at a near native level and this is the language you will speak with all your clients. Speaking Swedish is an advantage, but only because the office is in Sweden. Your work field is the world!
essential: Understand how GDSs (global distribution systems) work. Experience of a minimum of 3 years with travel agents/ online travel agents who use the GDS. The service the company gives is to help these parties, automating the post-booking process, optimising fare charges and helping them provide more self service offerings. You need to understand how you can help them in terms of reducing manual.
Some professional experience managing customers with projects, implementing services as the company wish to professionalise the business more, and this role is critical to help do this.
We would be looking for a candidate that will bring experience from, OTA (online travel agent), TMC (travel management company eg Amex), travel agent business, tour operator. You have worked in the back office within this industry and companies for ticketing and have had a min experience time of ca 4 years.
The position is a full-time, permanent position with a local contract in Sweden. A permanent contract with a 6-month trial period. The salary is approximately 35 K SEK, with a good compensation package and the ability to join a company on its expansion journey. You will be able to contribute to building a company.
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