Experienced Customer Management Executive – Travel Program Support and Online Tool Management

At arenaflex, we're a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. Are you ready to explore a career path that combines your passion for customer management with your expertise in travel program support and online tool management? Look no further! We're seeking an experienced Customer Management Executive to join our team at arenaflex.

Key Responsibilities:

As a Customer Management Executive, you will be responsible for providing online tool support for day-to-day travel program requirements and escalation support. You will also provide general assistance for monthly reporting packages and ad-hoc data required by contract. Your key responsibilities will include:

• Functioning 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 and basic program management
• Escalations and issue resolution
• Dedicated site management and global product support for online booking tool
• Supporting integration of online booking tool changes and strategic initiatives in conjunction with dedicated arenaflex 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 Coordinator and client
• Providing global site administration and BAU maintenance in compliance with client's formal change control process
• Supporting clients in communication of goals and opportunities for online tool including enhancement requests, new functionality testing, agency formatting requirements, and regional capabilities
• Maintaining relationships 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:

* Bachelor's degree in Business Administration, Computer Science, or related field

• 2+ years of experience in customer management, travel program support, or online tool management
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Strong problem-solving and analytical skills
• Experience with online booking tools and travel management systems
• Knowledge of Concur and other travel management systems

Preferred Qualifications:

* Master's degree in Business Administration, Computer Science, or related field

• 5+ years of experience in customer management, travel program support, or online tool management
• Experience with global travel programs and online booking tools
• Knowledge of SSO applications, Tool integration, and information security standards
• Experience with level 2 and level 3 support and escalation procedures

Skills and Competencies:

* Strong customer service and communication skills

• Ability to work in a team environment and collaborate with internal stakeholders
• Strong problem-solving and analytical skills
• Ability to prioritize multiple tasks and manage time effectively
• Experience with online booking tools and travel management systems
• Knowledge of Concur and other travel management systems
• Strong technical skills, including proficiency in Microsoft Office and Google Suite

Career Growth Opportunities and Learning Benefits:

At arenaflex, we offer a range of career growth opportunities and learning benefits to help you develop your skills and advance your career. These include:

• Global tuition assistance
• Access to over 20,000 courses on our learning platform
• Leadership courses and new job openings available to internal candidates first
• Opportunities for professional development and growth
• Collaborative and inclusive work environment

Work Environment and Company Culture:

At arenaflex, we strive to create a work environment that is inclusive, collaborative, and supportive. Our company culture is built on the principles of diversity, equity, and inclusion, and we are committed to providing a workplace that is free from intimidation, harassment, or bias.

Compensation, Perks, and Benefits:

At arenaflex, we offer a competitive compensation package, including:

• Flexible benefits tailored to each country and starting the day you do
• Health and welfare insurance plans
• Retirement programs
• Parental leave
• Adoption assistance
• Travel perks, including a choice of deals each week from major travel providers
• Wellbeing resources to support mental and emotional health for you and your immediate family

How to Apply:

If you're passionate about our mission and believe you'd be a phenomenal addition to our team, don't worry about "checking every box." Please apply anyway. You may be exactly the person we're looking for! Apply Job! We are an equal-opportunity employer and welcome applications from diverse candidates. We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult arenaflex Recruitment Privacy Statement. Apply for this job