Cloudinary

Corporate Travel Customer Success Advocate, Lead

Cloudinary

full-time

Posted on:

Location Type: Remote

Location: Anywhere in Europe

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Job Level

Senior

About the role

  • Serve as the day-to-day point of contact for travelers and travel managers, offering support and guidance on travel-related inquiries.
  • Subject Matter Expert in all Solutions Travel tools and offerings.
  • Assist travelers in navigating our platform, troubleshooting issues, and ensuring a positive user experience.
  • Maintain accurate records of Customer interactions, issues, and resolutions.
  • May participate in Customer quarterly business review meetings, prospect meetings and other Customer facing touch points.
  • Proactively reach out to travelers to gather feedback, understand their challenges, and identify opportunities for improvement.
  • Provide recommendations on optimizing travel plans and utilizing available features.
  • Maintain atmosphere of continuous improvement.
  • Establish and track key performance indicators (KPIs) for the Client Success Team.
  • Address customer issues and concerns in a timely and effective manner, collaborating with internal teams to find resolutions.
  • Acts as a point of escalation and acting supervisor when manager is unavailable.
  • Ensure a high level of Customer satisfaction by going above and beyond to meet their needs.
  • Collaborate with internal departments to address client needs and enhance the overall client experience.
  • Build and maintain relationships with key suppliers that aid in servicing joint travelers.
  • Work closely with sales, operations, and customer success teams to ensure a cohesive and positive Customer experience.
  • Provide insights and feedback to contribute to the continuous improvement of our services.
  • Collaborate with team members to develop and implement effective client management strategies.
  • Supports onboarding and training of new employees.

Requirements

  • Corporate travel management agency and industry experience required.
  • GDS expertise needed (multi preferred).
  • Bachelor's degree in Business, Hospitality, related field or equivalent experience.
  • Proven experience in customer support or client success roles.
  • Exceptional communication and interpersonal skills.
  • Strong problem-solving abilities and a customer-first mindset.
  • Familiarity with corporate and tools is a plus.
  • Competency in Microsoft products; Word, Excel, PowerPoint.
  • Competent analytical skills.
  • Strong project management skills.
  • Comfortable with client-facing decision makers and representing the brand externally.
Benefits
  • Competitive salary and performance-based incentives.
  • Full benefit package to include health and retirement benefits.
  • Opportunities for professional development and career advancement.
  • A collaborative and dynamic work environment.
  • Fully remote with flexible hours.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
GDS expertisecustomer supportclient successproject managementanalytical skillstravel managementproblem-solvingclient management strategies
Soft Skills
communication skillsinterpersonal skillscustomer-first mindsetcollaborationrelationship buildingcontinuous improvementfeedback gathering
Certifications
Bachelor's degree in BusinessBachelor's degree in Hospitality