Experienced Customer Management Executive – Global Travel Technology Support

At arenaflex, we're dedicated to empowering our customers to achieve their goals through innovative travel technology solutions. As a Customer Management Executive, you'll play a vital role in delivering exceptional support and ensuring seamless connectivity between our clients and our services. If you're passionate about delivering outstanding customer experiences and thrive in a fast-paced, dynamic environment, we want to hear from you.

About arenaflex

arenaflex is a leading provider of travel technology solutions, empowering our customers to achieve their goals through innovative products and services. Our team is passionate about making a positive impact on the industry, and we're committed to creating an inclusive and collaborative culture where every voice is valued. As a Customer Management Executive, you'll be part of a global team that's dedicated to delivering exceptional support and driving business success.

Key Responsibilities

As a Customer Management Executive, you'll be responsible for providing top-notch support to our clients, ensuring seamless connectivity between our services and their online travel programs. Your key responsibilities will include:

• Providing online tool support for day-to-day travel program requirements and escalation support
• Assisting with monthly reporting packages and ad-hoc data required by contract
• Serving as the key liaison between client management and service delivery to ensure online program connectivity
• Interacting and supporting clients in online special projects and day-to-day requests, including basic program management
• Escalations and issue resolution
• Dedicated site management and global product support for online booking tools
• Supporting integration of online booking tool changes and strategic initiatives in conjunction with the GBT Commercial team, Traveler Care team, Concur Product Support, and Client Travel team
• Liaising with arenaflex Online Fulfillment & Navigational office leadership regarding service, client specifics, continuity planning, and upcoming technical changes
• Providing advance troubleshooting and SME consultation of escalated Level 1 user issues and feedback
• Level 2 coordination of non-critical technology-based issues and defects, such as system issues, faring issues, product functionality, and connectivity issues
• Level 3 escalation for critical system issues and outages
• Submitting Support Cases via the Concur Support Portal to report Concur system issues and direct client feedback
• Actively managing open Support Cases with Concur Support Analyst and Support Coordinator to ensure timely resolution
• Proactively engaging in Level 1 and Level 2 Support calls with internal arenaflex Commercial team
• Participation in weekly calls to review status of open Concur Support Cases with Concur Support
• Coordinate and client global site administration and BAU maintenance in compliance with client's formal change control process
• Supporting client in communication of goals and opportunities for online tool, including enhancement requests, new functionality testing, agency formatting requirements, and regional capabilities
• Maintaining relationship with client technical contacts to ensure timely resolution of user issues and through knowledge of SSO applications, Tool integration, and information security standards
• Reporting and following up on user issues and problem reports with the selected online booking tool
• Providing assistance to client online users of booking tool regarding access to tools, second-level support services, user questions, and feedback
• Managing process for file downloads, uploads, and distribution for user additions, changes, and deletions in the online booking tool

Essential Qualifications

* 2+ years of experience in customer management, technical support, or a related field

• Strong understanding of travel technology solutions and online booking tools
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment
• Strong problem-solving and analytical skills
• Experience with Concur Support Portal and Concur system issues
• Ability to work independently and as part of a global team
• Strong attention to detail and organizational skills
• Ability to prioritize tasks and manage multiple projects simultaneously

Preferred Qualifications

* Experience with online booking tools and travel technology solutions

• Knowledge of SSO applications, Tool integration, and information security standards
• Experience with escalation and issue resolution
• Strong understanding of client management and service delivery
• Experience with global site administration and BAU maintenance
• Strong analytical and problem-solving skills
• Ability to work in a virtual environment

Skills and Competencies

* Strong communication and interpersonal skills

• Excellent problem-solving and analytical skills
• Ability to work in a fast-paced, dynamic environment
• Strong attention to detail and organizational skills
• Ability to prioritize tasks and manage multiple projects simultaneously
• Strong understanding of travel technology solutions and online booking tools
• Experience with Concur Support Portal and Concur system issues
• Ability to work independently and as part of a global team

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Management Executive, you'll have access to:

• Global tuition assistance and access to over 20,000 courses on our learning platform
• Leadership courses and new job openings available to internal candidates first
• Opportunities for career growth and advancement
• Collaborative and inclusive culture where every voice is valued
• Flexible benefits and travel perks

Work Environment and Company Culture

At arenaflex, we're passionate about creating an inclusive and collaborative culture where every voice is valued. Our global team is dedicated to delivering exceptional support and driving business success. As a Customer Management Executive, you'll be part of a dynamic and fast-paced environment where you'll have the opportunity to:

• Work with a global team of talented professionals
• Collaborate with clients and internal stakeholders to deliver exceptional support
• Develop your skills and expertise in travel technology solutions and online booking tools
• Participate in weekly calls to review status of open Concur Support Cases with Concur Support
• Engage in Level 1 and Level 2 Support calls with internal arenaflex Commercial team
• Contribute to the development of new products and services

Compensation, Perks, and Benefits

As a Customer Management Executive, you'll receive a competitive salary and a range of benefits, including:

• Flexible benefits tailored to each country and available from day one
• Health and welfare insurance plans
• Retirement programs
• Parental leave
• Adoption assistance
• Travel perks, including deals on flights, hotels, cruises, and car rentals
• Global tuition assistance and access to over 20,000 courses on our learning platform
• Leadership courses and new job openings available to internal candidates first
• Collaborative and inclusive culture where every voice is valued

Conclusion

If you're passionate about delivering exceptional customer experiences and thrive in a fast-paced, dynamic environment, we want to hear from you. As a Customer Management Executive at arenaflex, you'll have the opportunity to develop your skills and expertise in travel technology solutions and online booking tools, collaborate with a global team of talented professionals, and contribute to the development of new products and services. Apply now and let's discuss how you can become a vital part of our success story. Apply To This Job Apply for this job