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Community Care Success Manager
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Brand Specific Description:
- Egencia: Business travel for the Expedia generation_
- Revolutionizing travel through the power of technology, we bring the best of consumer experiences to the world of business travel. Things like an intuitive and seamlessly connected booking tool, available on your desktop or mobile. We are able to do this through state of the art technology that our competitors cannot match. It’s hardly surprising that we’re growing, fast. Faster than any of our competitors. We’ve gone from a small start-up to being the fourth largest corporate travel management company in the world, and we’re still going._
- We’ve got an exciting road ahead of us - do you want to join the adventure?_
Position Overview:
Are you passionate about customer success? Can you combine your interest in the wonderful world of travel with world-class customer service and support skills to help our company grow? Egencia is seeking a customer success solutions expert to support our global customer online community support program.
We are Egencia and we are searching for exceptional customer success talent to join our global customer support team as the Community Care Success Manager, EMEA, who will manage and grow an online client community support solution.
We are looking for a hardworking customer success advocate who has a real passion for celebrating customer satisfaction and has demonstrated go-to-market success in enterprise environments. You should be intellectually curious, willing to experiment and take risks, and use data to drive decisions. We are global, so will execute with distributed teams around the world.
This role is a key contributor to the Global Account Management, Marketing and Customer and Operational Service teams, working collaboratively to build a customer service online solution for travel managers that will increase customer satisfaction and influence retention and revenue.
How will you help Egencia succeed?
- You will help to drive our travel manager online community support strategy to increase customer enablement, through both online case management experience and case deflection through self-service support strategies. You will support the growth and scale of the solution to customers worldwide and expand the scope of the community to new use cases.
- You will manage the online support presence for Egencia, monitor customer usage through analytics and reporting, identify process gaps and content strategies for case management enhancement and optimization of the community support experience.
- You will be a public advocate of Egencia travel manager support to clients in the online community through discussion board moderation of online and offline discussions with customers in a way that helps drive quicker support clarity or resolution.
- You'll build positive working relationships with account management and customer and account support teams, along with, service delivery, product, and technology teams.
What do you bring to Egencia?
- You're a well-rounded customer success advocate who is passionate about B2B client service and support.
- You are familiar the Salesforce online community platform or have experience with online support infrastructure with emphasis on help center / case management operating models.
- You've helped to drive successful customer or partner support initiatives that increase customer enablement and satisfaction.
- You have an extreme passion for customer advocacy and strive for best-in-class service modeling that influences customer growth and retention.
- You are curious with a creative point of view. You possess a growth mind-set and an ability to adapt quickly to change. You are courageous and agile.
- You are comfortable with establishing and communicating key performance indicators and metrics. You display rigorous attention to detail and focus on quality.
- You are an innovator and relentless problem solver. You are skilled in finding new ways to improve operations and processes.
- You are a change advocate and will comfortably lead and communicate to both internal and external teams.
- You inspire others with a positive attitude and empathy toward the needs of customers and colleagues.
**Responsibilities**:
- Manage the regional Community Care support experience in our European regions
- Monitor the day-to-day case resolution experience and support the internal collaboration process to ensure cases are routed and managed by the correct resolution team
- Provide weekly, monthly and quarterly performance reports and dashboards for measuring quality of experience, query trends and product usage
- Manage Community Care backlog of product enhancements
- Support new product enhancements; including requirement gathering and alignment with all internal resolution team
- Partner with Account Management teams to support the usage and adoption of Community Care
- Manage the service recovery process to ensure client experience is operating at the
