Senior Customer Management Executive - Travel Program Implementation & Support Specialist at arenaflex

Join arenaflex: Where Travel Meets Transformation

At arenaflex, we believe travel is more than just movement from one place to another—it's a powerful force for good that connects cultures, drives business success, and creates meaningful experiences. As a global leader in corporate travel management, we're not just facilitating journeys; we're shaping the future of how businesses and their people explore the world. Our colleagues find inspiration in this mission, and through their dedicated work, they make a lasting impact on our industry every single day.

When you join arenaflex, you're not just taking a job—you're embarking on a career path filled with growth, purpose, and endless opportunities. We're committed to helping you achieve success in an inclusive and collaborative culture where your voice is valued, your ideas are heard, and your contributions make a difference. Ready to explore a career path that aligns with your passions and ambitions? Start your journey with arenaflex today.

About the Role: Customer Management Executive

We're seeking a dynamic and experienced Customer Management Executive to join our innovative team. This is a unique opportunity to serve as the critical bridge between client needs and service delivery, ensuring seamless connectivity and exceptional experiences for our travel programs. You'll be the central point of contact for day-to-day operations while also supporting strategic initiatives that enhance our service offerings.

In this multifaceted role, you'll provide comprehensive support for online travel program requirements, manage escalated issues with precision, and function as the key liaison between client management and our service delivery teams. Your expertise will help shape the future of how our clients manage their travel programs, ensuring they're efficient, user-friendly, and aligned with their business objectives.

Key Responsibilities

• Provide exceptional online tool support for daily travel program requirements and escalation support
• Deliver general assistance for monthly reporting packages and ad hoc data requested through client contracts
• Act as the primary liaison between client management and service delivery teams to ensure optimal online program connectivity
• Interact with and support clients on online special projects and day-to-day requests, including basic program management
• Manage escalations and issue resolution with professionalism and efficiency
• Oversee dedicated site management and global product support for our online booking tool
• Support the integration of online booking tool changes and strategic initiatives in collaboration with our Commercial team, Traveler Care team, Product Support, and Client Travel teams
• Liaise with leadership regarding service quality, client specifics, continuity planning, and upcoming technical changes
• Provide advanced troubleshooting and subject matter expert consultation for escalated Level 1 user issues and feedback
• Coordinate Level 2 support for non-critical technology-based issues and defects including system issues, faring issues, product functionality, and connectivity problems
• Manage Level 3 escalation processes for critical system issues and outages
• Submit and actively manage support cases through our support portal to report system issues and direct client feedback
• Proactively participate in Level 1 and Level 2 support calls with internal Commercial teams
• Join weekly calls to review the status of open support cases with support coordinators and clients
• Perform global site administration and routine maintenance in strict compliance with client change control processes
• Support clients in communicating goals and opportunities for their online tool, including enhancement requests, new functionality testing, and regional capabilities
• Maintain strong relationships with client technical contacts to ensure timely resolution of user issues while developing deep knowledge of SSO applications, tool integrations, and information security standards
• Report and follow up on user issues and problem reports with our selected online booking tool
• Provide assistance to client online users regarding tool access, second-level support services, and addressing user questions and feedback
• Manage the process for file downloads, uploads, and distribution for user additions, changes, and deletions in the online booking tool

Qualifications & Skills

Essential Qualifications

• Bachelor's degree in Business Administration, Information Technology, or related field
• Minimum of 3-5 years of experience in customer management, travel technology, or related field
• Demonstrated experience in supporting online booking tools or similar SaaS platforms
• Strong problem-solving skills with the ability to troubleshoot complex technical issues
• Excellent communication and interpersonal skills, with the ability to build relationships with diverse stakeholders
• Experience in managing escalations and coordinating resolution of client issues
• Proficiency in data analysis and reporting tools
• Ability to work independently and as part of a global team
• Strong organizational skills with attention to detail
• Customer-focused mindset with a commitment to excellence

Preferred Qualifications

• Experience in the corporate travel industry
• Familiarity with Concur or similar travel management systems
• Knowledge of SSO integration and security standards
• Experience with change management processes
• Project management experience
• Experience working with virtual teams across multiple time zones
• Certification in IT service management or customer service

Career Growth & Development

At arenaflex, we're committed to your long-term success. We provide numerous opportunities for professional growth and skill development, including:

• Global tuition assistance to pursue further education and certifications
• Access to over 20,000 courses on our comprehensive learning platform
• Leadership development programs for those aspiring to management roles
• Clear career progression paths with opportunities for advancement
• Regular feedback sessions and performance reviews to support your growth
• Internal mobility options to explore different roles and departments

Work Environment & Culture

arenaflex offers a dynamic and inclusive work environment where collaboration and innovation thrive. As a virtual-based role, you'll enjoy the flexibility to work from anywhere while remaining connected to a global community of professionals who share your passion for travel and excellence. Our culture is built on:

• Flexibility: We understand the importance of work-life balance and offer flexible working arrangements
• Inclusivity: We champion diversity, equity, and inclusion in every aspect of our business
• Collaboration: Our teams work together across boundaries to deliver exceptional results
• Innovation: We encourage creative thinking and continuous improvement
• Recognition: We celebrate achievements and contributions at all levels

Our colleagues connect through global Inclusion Groups centered around common identities or initiatives, creating spaces to discuss challenges, celebrate achievements, and drive company awareness and action.

Compensation & Benefits

arenaflex offers a comprehensive compensation package designed to support your well-being and professional growth:

• Competitive salary with performance-based incentives
• Flexible benefits tailored to your specific needs, starting on your first day
• Health and welfare insurance plans including medical, dental, and vision
• Retirement savings programs with company contributions
• Generous parental leave and adoption assistance
• Exclusive travel perks with deals from major providers on flights, hotels, cruises, and car rentals
• Wellbeing resources to support your mental and emotional health
• Flexible working arrangements that adapt to your lifestyle

Our Commitment to Diversity & Inclusion

arenaflex is an equal opportunity employer. We're committed to providing a workplace free from discrimination and harassment, where all individuals are treated with dignity and respect. All qualified applicants will receive equal consideration for employment without regard to age, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship, or marital status.

We're dedicated to providing reasonable accommodations to individuals with disabilities throughout the hiring process and in employment. If you need accommodation, please inform your recruiter, and we'll work with you to ensure accessibility.

Ready to Make an Impact?

Don't meet every single requirement? That's okay. At arenaflex, we value passion, potential, and diverse perspectives. If you're excited about our mission and believe you'd be a phenomenal addition to our team, we encourage you to apply anyway. The perfect candidate might be someone who doesn't check every box but brings unique skills, experiences, and a commitment to excellence.

Join us in transforming how the world travels—one exceptional experience at a time. Your journey to a meaningful and rewarding career begins here at arenaflex.