Experienced Customer Onboarding Manager (Remote) – Driving Customer Success in Global Business Travel

At blithequark, we're dedicated to revolutionizing the way businesses travel and manage their expenses. As a key member of our team, the Customer Onboarding Manager will play a pivotal role in shaping the customer experience and ensuring seamless transitions for our clients. If you're a seasoned professional with a passion for customer-centricity, project management, and collaboration, we invite you to join our dynamic team.

About blithequark

blithequark is a leading provider of global business travel solutions, empowering companies to navigate the complexities of corporate travel with ease. Our commitment to innovation, customer satisfaction, and employee engagement has earned us a reputation as a trusted partner in the industry. As a remote team member, you'll enjoy the flexibility to work from anywhere, while being part of a vibrant community that values collaboration, creativity, and growth.

Responsibilities

As a Customer Onboarding Manager at blithequark, you'll be responsible for overseeing the customer onboarding and migration experience, ensuring a smooth transition for our clients. Your key responsibilities will include:

• Customer Onboarding/Migration Experience: Own the customer onboarding/migration experience with customers and internal stakeholders, ensuring a seamless transition and exceptional customer satisfaction.
• Project Implementation: Focus on the implementation of regional/global projects using blithequark project documents, driving project success and enhancing customer relationships.
• Project Handover and Readiness Assessments: Complete project handover and readiness assessments with Solutions Design teams, ensuring a thorough understanding of project requirements and timelines.
• Work Breakdown Structure and Resource Allocation: Design the work breakdown structure and define resources required for projects, ensuring effective resource allocation and project timelines.
• Client Requirements and Documentation: Ensure all client requirements are understood and documented for action by onward teams, maintaining accurate records and facilitating communication.
• Project Planning and Management: Develop and manage detailed project plans, ensuring alignment and sign-off by stakeholders, and driving project success through effective project management.
• Positive Environment and Partnership: Create a positive environment to drive partnership and project success, fostering collaboration and open communication among team members and stakeholders.
• Project Performance and Communication: Manage project performance and communicate status, milestones, risks, and dependencies to stakeholders, ensuring transparency and accountability.
• E2E Testing and Documentation: Ensure E2E testing is completed and documented successfully, verifying project deliverables and quality.
• Project Call Structure and Stakeholder Management: Determine project call structure and manage stakeholder calls, facilitating effective communication and collaboration among team members and stakeholders.
• Team Collaboration and Process Improvement: Contribute to team calls, sharing experiences and ideas for process improvements, and driving continuous learning and growth within the team.

Requirements

To succeed in this role, you'll need:

• Travel Industry Experience: Candidates with travel industry experience are preferred, with a strong understanding of the corporate travel landscape and industry trends.
• Relationship Building and Customer Service Skills: Strong relationship building and customer service skills, with the ability to build trust and rapport with clients and stakeholders.
• Amex GBT and Corporate Travel Understanding: Understanding of blithequark and corporate travel, with a strong grasp of industry best practices and regulatory requirements.
• Fast-Paced Matrix Environment: Ability to work in a fast-paced matrix environment across multiple geographies and time zones, with excellent communication and collaboration skills.
• Positive Attitude and Motivation: Positive attitude and ability to motivate project teams under pressure, with a strong focus on customer satisfaction and project success.
• Business English and Multi-Lingual Capability: Business English is mandatory; multi-lingual capability is advantageous, with the ability to communicate effectively with clients and stakeholders from diverse linguistic and cultural backgrounds.
• Excellent Communication, Presentation, and Negotiation Skills: Excellent communication, presentation, and negotiation skills, with the ability to articulate complex ideas and negotiate project requirements with stakeholders.
• Organizational Skills and Time Management: Strong organizational skills, including multitasking and time management, with the ability to prioritize tasks and manage competing deadlines.
• Inspiring Change and Adaptability: Ability to inspire change and adapt to resistance, with a strong focus on innovation and continuous improvement.

Nice-to-Haves

* Experience Collaborating Across Functional Groups: Experience collaborating across multiple functional groups and with operational SMEs, with a strong understanding of cross-functional project management and stakeholder engagement.

Benefits

As a valued member of our team, you'll enjoy:

• Annual Incentive Award Plan: Annual Incentive Award plan based on company and individual performance, recognizing and rewarding your contributions to our success.
• Metric-Driven Sales Incentive Plans: Metric-driven Sales Incentive Plans for eligible sales roles, providing a clear understanding of performance metrics and opportunities for growth.

How to Apply

If you're a motivated and customer-focused professional with a passion for project management and collaboration, we invite you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you! Apply for this job