Onboarding Success Manager- Boston, MA

Apply now Job no: 521701
Brand: Corporate Traveler (US)
Work type: Full time, Hybrid
Location: Virtual - USA, Massachusetts
Categories: Operations & Professional Services, Finance & Strategy, Information & Technology

Onboarding Success Manager

A world where tech and people work collectively to make corporate travel simpler, faster and easier.

Corporate Traveler is one of Flight Centre Travel Group’s (FCTG) most successful brands, globally. Our mission is to dominate the SME market, making the end-to-end travel experience faster, simpler and easier for our customers and to demonstrate ongoing value to decision-makers, travelers and bookers. We provide our customers with the perfect blend of personal, local service blended with our expert technology suite and the great choice and value which comes with being part of the FCTG family. For decades, we’ve been helping go-getter businesses grow through travel.

Corporate Traveler has offices across a global network that spans Australia, Canada, USA, UK, South Africa and New Zealand. The brand has been part of the Flight Centre Travel Group for more than 26 years and is a key contributor to the ongoing strength of FCTG’s corporate travel division. Award winning, forward thinking and fun to work for – this is a business for people who love travel, are team players and customer service oriented. 

To learn more about Corporate Traveler please click HERE

About The Opportunity

As an Onboarding Success Manager (OSM), you will be accountable for the successful onboarding of new Corporate Traveler (CT) clients. The Onboarding team is less than a year old and has been focused on revamping our client onboarding journey to provide a seamless and consistent experience for every client regardless of size. The OSMs are instrumental in setting our clients up for success and ensuring that not only do they have a successful launch but that we are gaining high program adoption from the beginning. You will be the face & voice of CT for this critical first impression of our service offering. Our client’s success will be your success!

Key Responsibilities

  • Ensure client adoption is maximized via training resources
  • Strengthen client relationships by recommending relevant technology to achieve goals
  • Ensure simple & painless onboarding experience for our clients
  • Maintain client momentum & excitement
  • Provide consistent and stellar service to our clients
  • Regular check-ins post go live to troubleshoot any issues and ensure buy in
  • Familiarity with utilizing tech tools such as Salesforce, Outreach, Vidyard, & Microsoft suite
  • Ability to quickly build rapport with clients
  • Problem solving skills to think outside the box and devise creative solutions
  • Ability to multi-task, prioritize, and manage time effectively
  • Familiar with a structured work environment based on KPIs
  • Quick learner with an eagerness to dive right in
  • Consult with each client to determine the best onboarding process fit
  • Build cross departmental relationships with key client stakeholders to strengthen our partnership and ensure client stickiness
  • Create and facilitate customized trainings to drive excitement, knowledge, & adoption
  • Continuously gather customer feedback during initial six months to ensure client goals are met
  • Manage client expectations while simultaneously acting as their advocate
  • Be the solutions expert and key resource for our clients
  • Continued innovation of the Onboarding process to be as client centric as possible
  • Effective communication & collaboration with Sales to ensure proper documentation and understanding of each customers’ sales process, key features, and pain points
  • Ensure client details are fully communicated to internal Operational teams throughout the onboarding process
  • Seamless handover from OSM to long term CS support

Experience & Qualifications

  • Previous experience in Onboarding/Implementations
  • Travel Industry knowledge
  • Previous experience in a customer facing role

Work Perks! - What’s in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture.  We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.

  • Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
  • Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
  • Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
  • Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
  • Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
  • Personal connections: We are a big business founded on personal relationships.
  • Diversity, Equity & Inclusion
  •      Diversity Day: paid leave to observe holiday or cultural celebration of your choice 
  •      Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice)
  •      DEI education
  •      Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols
  • A career, not a job: We offer genuine opportunities for people to grow and evolve
  • We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
  • Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising
  •      Employee giving program
  •      Office Environmental Program
  •      Many of our offices are Leadership in Energy and Environmental Design (LEED®) Gold certified buildings
  •      1 Volunteer Day per Calendar Year

Benefits Include:

  • Paid Time Off *
  •      Up to 15 Vacation Days accrued per year - prorated upon hire and increased by tenure after 2 years of employment (up to 25 days)
  •      5 Sick Days accrued per year
  •      3 Personal Days
  •      1 Diversity Day
  •      1 Volunteer Day
  •      8 Recognized Holidays
  • Travel perks/discounts
  • Health & Wellness Programs and Employee Financial Wellness Services
  • National/International Award Nights and Conferences
  • Health benefits including, medical, dental, vision, gender affirming care, and fertility care
  • Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
  • Flexible Spending Accounts
  • Employee Assistance Program
  • 401k program with partial match
  • Tuition Reimbursement Program
  • Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
  • Global career opportunities in a network of brands and businesses

*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.

#LI-AG1#FCB#LI-Hybrid
Location – Boston, USA 

If this sounds like the opportunity you have been waiting for then APPLY NOW.

This role can be performed onsite or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.

For this position, we anticipate offering an annual salary of $90,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

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 USA’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

Applications close: Eastern Daylight Time

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