We have an exciting opportunity for a motivated and professional Client Success Representative to join our Orlando, FL office team. At Travel Media Group, we take the development of our staff seriously. Our progressive culture encourages team members to achieve excellence in a B2B environment through training and growth opportunities.
Travel Media Group is a leading name in hospitality marketing platforms, specializing in comprehensive guest feedback management. We assist hotels, management companies, and brands in proactively managing guest feedback. Our comprehensive suite of solutions includes social media content creation, review responses, reputation management, websites, and more. TMG’s offerings enable Hospitality clients to integrate and manage guest feedback with unmatched visibility, accountability, and support.
Position Summary:
The primary responsibility of the Client Success Representative is to develop and maintain excellent client relationships while ensuring positive experiences for both new and existing hotel clients throughout the customer lifecycle. This role requires regular communication with clients to retain and facilitate revenue growth in a designated portfolio. Additional responsibilities include product training, basic technical support, and marketing recommendations.
Responsibilities:
- Establish regular communication and collaboration with clients at all levels (users, departments, stakeholders) to foster trust, respect, and understanding.
- Acquire a comprehensive understanding of all Travel Media Group product offerings.
- Manage a portfolio of current clients, which includes onboarding, monthly calls/emails, and account reviews.
- Perform monthly account analyses and measure customer performance across campaigns.
- Participate in weekly and monthly team activities and meetings.
- Attend and conduct in-depth webinars on all products.
- Identify at-risk accounts and proactively work with clients to improve their performance and engagement.
- Collaborate seamlessly with other departments to better serve our clients and prospects.
- Ensure timely onboarding and conduct thorough training with new clients upon receipt of agreements.
- Facilitate discussions regarding continuous service improvements and client requests between clients and internal teams.
- Upsell and upgrade accounts as necessary.
- Process all client requests and changes efficiently, with attention to detail and adherence to company guidelines.
- Maintain accurate notes and client information on Salesforce.com.
Qualifications/Requirements:
- Demonstrated creative problem-solving and critical-thinking skills.
- Ability to effectively plan realistic short-term and long-term goals.
- Proficiency in disseminating information and sharing knowledge across various levels within the company.
- Strong cultural and organizational sensitivity.
- Commitment to a high-performance culture.
- Experience setting up business social media accounts is advantageous.
- Must be organized, capable of multitasking, and demonstrate superior attention to detail while adhering to deadlines.
- Must be self-directed, self-motivated, and focused on results.
- Proficiency in standard office communication technology (email, voicemail, Internet, etc.).
- Must exhibit a positive, cooperative, and friendly attitude.
- Strong verbal and written communication skills.
- Knowledge of Salesforce.com is a plus.
- Technical support experience is a plus.
- Hospitality industry experience is preferred.
- Retention management skills are preferred.
Benefits:
- Major medical, dental, and vision insurance.
- 401(k) plan with company match.
- Two weeks of paid vacation plus company-paid holidays.
- Ongoing training and development, including a Leadership Development Program.
- Competitive base salary with bonus opportunities.
- Career advancement opportunities.
We are actively seeking motivated individuals in the Orlando area. If you want to launch your career with a stable industry leader and want to learn more, please contact us today!
Travel Media Group is a division of Dominion Enterprises, a leading online marketing and software services company offering client solutions across multiple business verticals. We provide a dynamic work environment, excellent growth opportunities, competitive earnings, and a comprehensive benefits package with a generous 401(k). Dominion Enterprises is an equal-opportunity employer and supports a diverse workforce. Dominion Enterprises is also a drug-testing employer.
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