Job Description

Client Solutions Manager
Shep, an Austin-based startup that was acquired by Flight Centre Travel Group in 2021, is looking for a Client Solutions Manager. 
Shep’s parent company, Flight Centre Travel Group is based in Brisbane, Australia, and is one of the world’s largest travel agency groups with company-owned operations in 23 countries and a corporate travel management network that spans more than 90 countries. 
The FCM Extension, previously known as Shep, was founded with the vision that transparent data and ubiquitous communication could transform business travel for the good of the traveler and the travel manager. We use web browser extension technology to overlay messaging and user interaction elements on top of corporate and consumer travel sites while collecting behavioral data to better predict and support future travelers. 
As a Client Solutions Manager, you will support customers by finding ways to demonstrate qualitative and quantitative value throughout the customer’s journey. For customers with professional services, you will create, write, and manage their notifications by working with internal SMEs and the customer’s account manager to deploy notifications to meet their travel program goals. You will respond to customer and internal questions and conduct monthly, quarterly, and annual reviews, by gathering and delivering reporting. You will work with the client and alongside the customer’s existing account manager to provide insights to drive the customers goals and objectives forward
Responsibilities:
Deliver and communicate value throughout the customer lifecycle – from helping with lightweight implementation projects through to monthly and quarterly customer reviews
Create and maintain customer notifications, working with subject matter experts to write and deploy notifications
Be a solutions expert and key resource for our clients in managing content strategy and creative communication
Communicate thoughtful, customized solutions that help customers move forward
Provide exceptional customer support and have a sense of urgency to resolve and investigate issues
Take ownership of customer’s needs and manage expectations both internally and externally
Build and maintain relationships both internally and externally across multiple persona types
Be a product expert and help proactively identify and resolve support issues as they arise
Diagnose and troubleshoot product issues, collect customer feedback, and engage with our development team using established processes
Derive strategic direction from data analysis and present coherently to internal and external stakeholders
Encourage customer advocacy leading to referrals, references, case studies, participation, and white papers
Participate in team calls, cross pillar communication, and team education
Actively take part in product testing / QA process
Occasional business trips for in person client meetings and team events
This is an individual contributor role, reporting to the VP of Operations
Requirements:
Minimum of 3 years’ previous customer success or account management experience
Experience in managing a portfolio of clients Strong copywriting abilities
Travel industry experience
Exceptional communication and active listening skills
Strong technical skills and comfort learning new software
Go-getter personality with a positive outlook
Excellent prioritization, time management, and organizational skills
Comfortable working in a fast paced, high volume environment
Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Engineering)
Previous technology or startup experience an asset
Experience with complex, multi-divisional, multi-geographical clients
You enjoy testing new approaches to copywriting and content creation
You’re passionate about taking the leap into the travel technology world
You care about building relationships with clients
You understand customer success principles and standards and have an effective way to communicate them with others
You love to be challenged, are a proactive problem solver, and thrive in a rapidly changing environment
You love to travel and bring that inspiration into the work that you do
Benefits Include:
Generous remuneration structure
Travel perks/discounts.
Health & Wellness Programs and Employee Financial Wellness Services
Generous paid-time off policy 
National/International Award Nights and Conferences
Diversity & Inclusion initiatives
Benefits including vision, medical, and dental
Employee Assistance Program
RRSP with matching
Employee Share Plan
Global career opportunities in a network of brands and businesses
Ongoing training and professional development
Fun and flexible work environment
Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
Employee giving program
Annual Charity Trip
Office Environmental Program
1 Volunteer Day per Calendar Year

#LI-REMOTE
Location – Remote, USA
The role can be performed onsite, remote or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.
This position may be performed remotely anywhere within the United States except the State of Colorado
We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
Our number one philosophy? Our people. Flight Centre Travel Group’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.
We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at careers@us.flightcentre.com