• Account Coordinator, GMS

    Job Locations US-FL-Orlando
    Job ID
    2018-2150
    Category
    Other
  • Overview

    TravelClick’s Guest Management Solutions is one of the company’s fastest-growing products. GMS is an end-to-end CRM and marketing automation platform, allowing hoteliers to personalize their customer communications and segment their marketing efforts to foster guest engagement and drive incremental revenue.

     

    We are looking for a Account Coordinator, GMS to deliver direct product and marketing support services to our customers and support our Account Strategists Team. As a member of a highly-motivated team, you will be responsible for providing support across an Account Management team tasked with superior customer service, including training customers, helping them maximize the value this platform brings them including consulting and marketing campaigns and other strategies, and problem resolution. A successful candidate should have project management and customer support experience, a passion for serving customers, a can-do attitude and strong communication skills. An understanding of email marketing best practices, HTML coding, and hospitality industry property management systems is a plus. A successful candidate would ensure our Account Managers tasked with our largest strategic accounts are successfully delivering value and updates to our customers.

    Responsibilities

    • Provide support and project management for Account Manager team that provides direct client support services and engagement
    • Anticipate, understand, and address customer challenges and effectively work toward resolution, resulting in 100% awareness by customer of resolution
    • Communicate key project milestones and risks regularly to Account Management, customer and beyond
    • Work directly with customers on training and issue resolution where needed
    • Responsible for the optimal use of purchased products leading to increased value the customer receives from the product and incremental TravelClick revenue opportunities from customer base
    • Supports Account Management in conducting regular account reviews with customers to ensure that customer’s goals and expectations are being met
    • Identify new opportunities for customers to leverage the platform
    • Provide feedback to Account Management and Product team about possible process and other enhancements
    • Consult with and assist customers in HTML newsletter assembly and email campaign generation
    • Assist development team in filing and resolution of bugs and/or issues
    • Perform Client Services related support duties (Manage Support Inbox, Support Line, etc.)

    Qualifications

    • 1-3 years of account management and customer support experience
    • Excellent communication skills with the ability to effectively interface with all levels and departments on a formal, informal, written and verbal basis
    • Excellent troubleshooting skills used to work tactfully through challenging customer issues
    • Problem solver who takes initiative to get things done; an enthusiastic go-getter!
    • Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure.
    • Detail oriented with a bias toward action (project management experience preferred)
    • Technically literate and comfortable working with web technologies, and desire to build technical knowledge
    • Knowledge of Microsoft Office suite of products
    • Familiarity with various email clients (Outlook, GMail, Yahoo, etc.)
    • Experience in Marketing or related industry preferred
    • Knowledge of HTML coding a plus
    • Bi-lingual a plus (Spanish or French)
    • BA/BS degree or equivalent work experience

     

     

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    EEO Statement

    “All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.”

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