At Travel Incorporated, we strive every day to provide best-in-class corporate travel management. With more than 40 years in the businss travel industry, we operate with a focus on innovation, service and excellence.

We are seeking a VP of Client Success who will be responsible for strategy, execution and results for all aspects of client relations from "new to renew". Reporting to the Chief Revenue officer, you will work cross-functionally to solve issues, identify client opportunities, and implement practices to ensure smooth delivery of committed solutions. Reporting to the Chief Revenue Officer, this key role will be instrumental in driving the continued excellence of our Client Success teams.

The VP of Client Success:

Owns the vision for the Client Success strategy and leads the team to execute on that vision to ensure delivery of best in class support to clients while deepening existing client relationships.
Oversees and ensures effective departmental processes, strategies, plans and measurement systems to deliver favorable outcomes for clients and the company.
Drives retention and growth of all clients by establishing and maintaining multiple relationships across all levels of the client organization using a consultative solution selling approach to identify business needs, develop custom solutions and measure outcomes.
Represents clients and Client Success team internally, owning all KPIs, quotas, goals, objectives, and key results.
Meets regularly with and updates the Executive Group on trends and strategies to improve service and support of clients.
Communicates challenging messages with respect and without negative impact to the relationship and mentors others on how to do the same.
Proactively engages clients around business performance, adoption of best practices and alignment on client strategic objectives to drive positive outcomes.
Collaborates with CRO to leverage data, metrics and insights to build and strengthen the overall Client Success Playbook.
Innovates through partnerships with the Sales, Marketing and Business Development teams to develop new and effective business insights to enhance messaging to clients and prospects.
Maintains cross functional relationships with internal departments to ensure open communications and collaborations.
Identifies “at-risk” clients and engages with the CRO to ensure the successful retention of those clients engaging with internal stakeholders as required. Communicates regularly with the Executive Group with full transparency.
Prioritizes projects and initiatives to align to company objectives.
Provides effective and on-going feedback and coaching to team members and ensures effective development and performance management practices are embraced by team leadership.
Recommends staffing changes and/or additions and conducts thorough and effective hiring for all department positions.
Ensures that all internal processes, procedures and best practices are maintained.

Qualifications and Skills Include:

EDUCATION: Bachelor’s degree in Business or related field, or equivalent combination of education and experience.
EXPERIENCE: 5+ years experience in account management or client services as well as experience in a senior leadership role working with C-level. Travel industry or closely related business experience is a plus.
LEADERSHIP: Track record of successfully leading and developing direct and indirect associates in a fast-paced environment.
TECHNOLOGY: Strong computer/technology skills including Microsoft Office, Windows, Google Business Suite, CRM programs and Concur Travel & Expense.
COMMUNICATION: Ability to effectively present information and respond to questions from internal and external sources through various media including in-person, written correspondence, email, telephone and video conferencing; tailors messaging appropriately for various audiences including leadership, colleagues and direct reports.
ADDITIONAL COMPETENCIES:
INITIATIVE
INFLUENCE SKILLS
CUSTOMER FOCUS
RELIABILITY
PROBLEM SOLVING
PLANNING

This position wil be based at our Duluth, GA corporate headquarters.

Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation gender identity, national origin, disability or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at hr@travelinc.com.

Connecting innovative technology with superior service to advance business travel