Customer Success Manager (all genders)

City:  Sydney
Job Function:  Operations
Job Area:  Sales
Seniority Level:  Associate
Date:  Feb 20, 2024

HRS AS A COMPANY

HRS, a pioneer in business travel, aims to elevate every stay through innovative technology. With over 50 years of experience, their digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay.

ProcureTech digitally revolutionizes lodging procurement, connecting corporations and suppliers in a cutting-edge ecosystem. This enables seamless efficiency and automation, surpassing travelers' expectations.

TravelTech redefines the online lodging experience, offering personalized content from selection to check-in, ensuring an unparalleled journey for corporate travelers.

In FinTech, HRS introduces advancements like mobile banking and digital payments, turning corporate back offices into touchless lodging enablers, eliminating legacy cost barriers. The innovative 2-click book-to-pay feature streamlines interactions for travelers and hoteliers.

Combining these technology propositions, HRS unlocks exponential catalyst effects. Their data-driven focus delivers value-added services and high-return network effects, creating substantial customer value.

HRS's exponential growth since 1972 serves over 35% of the global Fortune 500 and leading hotel chains.

Join HRS to shape the future of business travel, empowered by a culture of growth and setting new industry standards worldwide.

BUSINESS UNIT

The Customer Delivery team owns the project delivery of the Insurance Temporary accommodation process by managing the customer onboarding journey. Taking over after contract signature until hypercare, the team is responsible to enable the full HRS technological suite in the client’s job allocation tool. The strength of the team is the extensive experience on project management, deep knowledge on the operational service and customer journey.

During the pitch phase, the Customer Delivery team is acting as subject matter expert to deep dive into HRS’ lean implementation methodology, suggest the roll-out strategy and preliminary project planning as well as educate/re-assure the customer on the day to day processes once the offering has gone live.
 

POSITION

We are looking for a Sydney based Customer Success Manager (all genders) who will be responsible for locally acting B2B clients starting with the roll-out of HRS solutions and then working with the Insurance Carrier to grow share of wallet and claimant satisfaction.

CHALLENGE

  • Support your clients and ensure outstanding service quality in answering requests and providing excellent advice with regards to business data reporting or hotel bookings
  • Develop trusted relationships with customers, key contacts and partners in the Insurance segment of HRS
  • Manage projects of new customer implements and support the operational running of all accounts on a day to day basis
  • Assist with building reporting suites for each customer to track KPI’s, Monthly and quarterly results.
  • Analysis of data to drive compliance, change and growth within the insurance market segment
  • Liaise between customer and internal stakeholders
  • Take responsibility for managing our clients from an economic point of view to increase revenue for HRS
  • Perform customer service in direct and indirect format (teleconferences, online trainings, etc.)
  • First touchpoint for Insurance customers and acting as an interface to internal stakeholders
  • Maintain high level of product, and industry knowledge and the benefits for insurance carriers as well as other relevant information such as market trends, new technology, new potential customers, strategy, competitors etc.

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

  • Operational experience in dealing with customer service
  • A commercial education, preferably in the travel or insurance industry, or a degree in Business Administration combined with working experience in the B2B travel or Insurance industry
  • Good understanding of how to initiate positive contact and maintain lasting relations in B2B ecosystem
  • A high level of self-motivation
  • Strong orientation on results and strategic goals
  • Ability to work under time pressure
  • Excellent communication skills in both ways: understanding pain and gain of the customer and presenting best possible solutions
  • Fluency in English, both spoken and written

PERSPECTIVE

Access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renew the travel industry and while doing so reinvent the ways how businesses stay, work and pay.

Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.

LOCATION, MOBILITY, INCENTIVE

The attractive remuneration is in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual or multi-year bonus.

Req ID:  17460


Job Segment: Travel Industry, Project Manager, Customer Service, Travel, Technology