TravelClick

  • Implementation Coordinator (Digital Alchemy)

    Job Locations US-TX-Fort Worth
    Job ID
    2018-2536
    Category
    Project/ Program Management
  • Overview

    The Implementation Coordinator is responsible for overseeing the implementation, configuration and training of new customers on Digital Alchemy services.  Post-Implementation, this position requires maintaining accounts by providing ongoing education and responding to day-to-day customer service inquiries.  Performance of these functions is based upon project definition, scope and timeline established by the Implementation Coordinator. The Implementation Coordinator reports directly to the Director of Implementations.

    Responsibilities

    • Explanation and demonstrations of our system(s), the initiating and responding to requests from customers; collecting all pertinent information from the customer to create their email templates; and offering guidance on evolving industry standards, trends and making sure the templates created meet best practice standards
    • Constant education, monitoring and absorption of new knowledge
    • Review, test and coordinate with the customers to ensure proper delivery of emails
    • Assist and guide customers in creation of business rules
    • Make sure final approval is received from all necessary parties. Follow up in a timely manner if there is a lack of response or delay in approval from the customer
    • Reporting duties including but not limited to: provide reports on an as-needed basis, request special reports and manage timelines with the programming team when necessary, review said reports with properties
    • Extensive communication with the programming and development teams to resolve issues and understand capabilities of the system
    • Manage multiple assigned projects through to completion and on time, keeping key stakeholders aware of the project’s progression
    • Manage, track and report internal and external approval of all products
    • Follows up until successful completion of customers’ escalations/ issues/concerns to retain customers
    • Understands and demonstrates TravelClick’s core values

    Basic Qualifications

    Basic Qualifications  

    • High School Diploma/GED required
    • Knowledge of Microsoft Office (Intermediate) and familiarity with internet technologies
    • The candidate has excellent customer facing skills

    Additional Characteristics

    • Salesforce knowledge is a plus
    • Experience in project management or account management preferred
    • The ideal candidate has experience with the hospitality and travel industry
    • The candidate possesses strong interpretive skills, has a great capacity for creative problem solving and has the ability to work independently without supervision
    • The candidate is able to handle customer escalations and customer frustration. He/she is empathic and has the ability to communicate with customers and team members
    • Strong communication skills at all levels and a collaborative team orientation are essential

     

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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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