Customer Optimisation/Success Manager
Serko Ltd, Australia
Job Description
Serko is an award-winning business travel and expense software company that’s winning on a global scale. We’re already the established leader in Australasia and revolutionizing the way people do business travel in the USA and Europe and we’re growing!
While the world of business travel is changing, we’re preparing companies for this with intelligent technology that helps them ensure the continued safety and wellbeing of their travelers allowing for complex approvals where needed, giving real-time information about precautions taken by transport and accommodation suppliers, tracking and restricting travel around the globe, increasing the flexibility of bookings, giving true visibility and control over costs and we’re not stopping there. We’re backed by the likes of Booking.com and there is an exciting road ahead of us at a time where travel needs real, impactful change.
We’re hiring people from different backgrounds, experiences, abilities and perspectives to help us build a world-class team and product.
Requirements
Work in partnership with our travel customers to ensure they become operationally proficient in configuring and supporting our product, Zeno. You'll be identifying opportunities for, and delivering strategies to increase online adoption and database optimisation.
What you'll be doing
- Act as a subject matter expert for Zeno addressing configuration / product question tickets and product enhancement tickets raised via the Zeno Support Centre, maintaining agreed customer satisfaction ratings (e.g. gt;90%)
- Support corporate onboarding activity by reviewing needs of corporate customers in conjunction with TMC to confirm Zeno can meet requirements, identify gaps or find workarounds
- Delivering end user training sessions to corporate customers and ad-hoc training for TMCs as and when required
- Through ongoing interaction with our TMC partners, continually educate their staff with Zeno knowledge and tools to become more self-sufficient
- Proactively identify shortfalls in customer’s knowledge of Zeno and create plans to remediate these shortfalls
- Lead product update sessions for customers at an agreed cadence (e.g. monthly) to raise awareness of new Zeno releases, the benefits to their business and how they are configured
- Overseeing rollout of Serko managed feature activations across customers in the portfolio
- Analyse and understand Zeno usage by customers (TMCs amp; corporates) identifying any blocks to adoption. Create amp; implement plans on how to increase product adoption
- Act as a point of escalation for product gaps/issues that are blocking adoption of Zeno
- Complete configuration of Zeno as and when needed (e.g. Global configuration), conducting testing to ensure accuracy of configuration and product readiness before handover to customers
- Conduct database reviews at an agreed cadence (e.g. 6 months; 12 months) to identify opportunities to optimise configuration and present these back to the TMC
- Liaise with Serko Product Delivery team to providing customer feedback and highlight product improvement opportunities
- Work closely with Serko Onboarding Specialists to ensure appropriate transfer of knowledge at time of project transition from onboarding into business as usual
- Contribute to the creation and maintenance of product documentation within the Zeno Support Centre
- Contribute to creating and maintaining team process documentation, tracking and communicating changes as needed
- Proactively identify and deliver process improvements to continually enhance customer experience amp; satisfaction
- Continuous learning - staying abreast of new product releases, attending relevant product and skills courses and sharing knowledge with the team
- Lend assistance to the greater Global Client Services team as and when needed.
What you'll bring to the team
- Experience in configuring Online Booking Tools (Serko Online / Zeno an advantage)
- Knowledge of GDS and corporate travel industry
- Planning and coordination skills
- Critical thinking, problem solving and analytical skills
- Taking a methodical approach to work with an eye for detail in order to maintain a high level of quality
- Ability to communicate clearly with confidence both verbally and written including presentation skills
- Strong focus on delivering optimal customer experience
- Passionate learner dedicated to mastery of Zeno product knowledge
- Experience of TMC operations including systems integrations and workflow
- Committed to constant improvement and willingness to take ownership.
Benefits
It's important to us that our people can bring their whole selves to work. Join our team and w