Tourism Exchange USA is a B2B digital tourism marketplace that facilitates the real-time exchange of live inventory between suppliers and distributors with secure transactions across multiple categories of tourism product providers with global and local distributors allowing businesses of all sizes to enhance their product distribution and sales worldwide.
The Industry Success Specialist role is focused on the customer success function. They will work to support potential clients through the onboarding process. Ultimately converting leads to an active, operational state on the Tourism Exchange USA platform. They will also work to field inbound support requests and host office hours to help drive operational success. Success will be based on their ability to effectively onboard and activate suppliers in a timely manner.
Duties & Responsibilities:
- Actively work to drive conversion of supplier leads through the onboarding success, ultimately up to an active state which allows purchase of supplier inventory.
- Monitor and support customer service inquiries and, when necessary, elevate issues to the management/development team and collaborate with key staff until resolved.
- Maintain in-depth knowledge of the Exchange platform’s features and functionality. Become a subject matter expert in the onboarding process.
- Provide one on one support to onboard suppliers from initial inquiry through to actively being live on Tourism Exchange USA. Process supplier onboarding requests allocated by Supplier Success Manager and initiate any follow up needed to finalize supplier connection to the platform.
- Provide support in the development and maintenance of both internal and external training and resource materials.
- Assisting manager as needed.
- Develop and maintain knowledge of the travel industry and the application of the platform for all types of Exchange participants.
- Work collaboratively with organizational staff and managers towards common goals.
- Demonstrate behaviors which support Tourism Exchange USA’s core values: Passionate, Open, Curious, Collaborative, Impactful.
- Manage onboarding and communication with suppliers via CRM processes, email and zoom.
Skills & Qualifications:
- Strong written and verbal communication skills.
- Ability to build strong relationships with clients.
- Experience with Customer Relationship Management Software (CRM) (preferred)
- Knowledge of best practices in customer support, customer relationship management and retention. (preferred)
- Strong aptitude for technical software products.
- General knowledge of ticketing/booking systems used by tours/attractions/events/hotels. (preferred)
- Prior experience with virtual webinars/training. (preferred)
- Able to collaborate and work in a team setting, take direction when needed and also work independently.
- Ability to exercise critical thinking and proactively problem solve.
- Display a dependable, strong work ethic.
Experience Requirements:
- 1-3 years experience in the travel and tourism industry. (preferred)
- Partner/customer relationship or customer service experience.
- Familiarity with Microsoft Office (Excel, Word, Outlook, Powerpoint), Sharepoint, Google Suite.
- Prior experience using CRM software in a customer support environment.
Compensation: $55,000 - $60,000DOE
- Comprehensive benefits package, including medical, dental, vision
- 401k-matching contribution
- Generous paid-time-off compensation
- Flexible work schedule
- Paid volunteer opportunities and company-supported charitable events
- Collaborative, creative, and fun team environment with professional growth opportunities
OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION:
At Miles Partnership, including our subsidiaries Coraggio Group, Tourism Exchange USA, and Ad+Genuity, we recognize there is a fundamental and critical need for an active and intentional focus on developing and implementing a diversity, equity and inclusion (DEI) strategic roadmap across our companies.
Our vision is to be the global leader in strategic solutions that inspire and improve travel. At the core of that vision, we are driven by our commitment to actively advance diversity, equity and inclusion to evolve equitable and inclusive marketing industry practices, drive innovation within the company and empower our team, our clients and the communities we serve.
We will make intentional actions to build a work culture where our team members are always heard, empowered and valued.
We will practice empathy by listening respectfully to the concerns and opinions of others, taking the time to reflect and learn, and being mindful of our responses and reactions to make sure our team members feel validated and supported.
We will provide a culture of service where we enable our teams and clients to meaningfully engage with their communities, share and tell their stories through travel, and lead a movement across the broader tourism industry to influence social change and ensure open access to travel for all. We will continuously measure what we do and be transparent about what we have done, what we need to work on and what we will do next to nurture progress and innovation. Learn more here.
Miles Partnership, LLLP is an equal employment opportunity employer.
http://www.milespartnership.com/
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