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.