Customer Success Manager - Travel Management Software

Serko is a cutting-edge tech platform in global business travel & expense technology. When you join Serko, you become part of a team of passionate travellers and technologists bringing people together, using the world’s leading business travel marketplace We are proud to be an equal opportunity employer, we embrace the richness of diversity, showing up authentically to create a positive impact 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.

Make an Impact

This role is to strengthen Serko's relationship with our partners and customers, by serving them as a trusted advisor, maximizing the value of Zeno by helping them to achieve their business goals. Support customer onboarding and increase customer satisfaction through optimisation of database configuration.

What you'll be doing

• Facilitate feature rollouts and increase product adoption amongst partners and customers within your portfolio.
• Deliver initiatives to help customers achieve business goals, monitor progress and provide updates along the way.
• Help customers to become more self-sufficient by identifying shortfalls in partner & customer knowledge of Zeno and executing plans to remediate the knowledge gap.
• Complete configuration of our software where appropriate and ensure accuracy of configuration and product readiness before handover to customers.
• Conduct database/configuration reviews of agreed partners/customers, at an agreed cadence, producing plans and recommendations about the configuration to improve configuration health, reduce configuration overheads, and ultimately improve the customer experience.
• Develop and maintain strong positive relationships with your counterparts.

What you'll bring to the team

• Experience in configuring Online Booking Tools (Serko Online / Zeno an advantage)
• Knowledge of GDS and the corporate travel industry
• Experience of TMC operations
• Clear and confident communication in verbal, written and presenting
• Strong focus on delivering optimal customer experience
• Critical thinking, problem-solving and analytical skills
• Committed to continuous improvement with a willingness to take ownership

At Serko we aim to create a place where people can come and do their best work.  This means you’ll be operating in an environment with great tools and support to enable you to perform at the highest level of your abilities, producing high-quality, and delivering innovative and efficient results. Our people are fully engaged, continuously improving, and encouraged to make an impact.

Some of the benefits of working at Serko are:

• A competitive base salary and discretionary incentive plan based on individual and company performance
• KiwiSaver covered with employee contributions match up to 3% of salary, and life insurance.
• Health & Wellbeing: Discounted Southern Cross Health Insurance, access to confidential support, guidance and counselling service, wellbeing and voluntary leave, and free flu shots.
• Parental Leave Coverage: 20 weeks on full pay, return-to-work support, plus partners 3 weeks of paid leave.
• Focus on development: Access to a learning & development platform, committed budget and opportunity for you to own your career pathways.

Apply:

Hit the ‘apply’ button now, or explore more about what it’s like to work at Serko and all our global opportunities at www.serko.com/careers.

Serko is an NZ Immigration Accredited employer and holds the NZ Advanced GenderTick Accreditation.