Lead Client Success Manager - Operations (all genders)

HRS AS A COMPANY

HRS, a pioneer in business travel, aims to elevate every stay through innovative technology. With over 50 years of experience, their digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay.

ProcureTech digitally revolutionizes lodging procurement, connecting corporations and suppliers in a cutting-edge ecosystem. This enables seamless efficiency and automation, surpassing travelers' expectations.

TravelTech redefines the online lodging experience, offering personalized content from selection to check-in, ensuring an unparalleled journey for corporate travelers.

In FinTech, HRS introduces advancements like mobile banking and digital payments, turning corporate back offices into touchless lodging enablers, eliminating legacy cost barriers. The innovative 2-click book-to-pay feature streamlines interactions for travelers and hoteliers.

Combining these technology propositions, HRS unlocks exponential catalyst effects. Their data-driven focus delivers value-added services and high-return network effects, creating substantial customer value.

HRS's exponential growth since 1972 serves over 35% of the global Fortune 500 and leading hotel chains.

Join HRS to shape the future of business travel, empowered by a culture of growth and setting new industry standards worldwide.

BUSINESS UNIT

In HRS WORK we support global fortune 500 companies to get ready for the new work and meet reality. From finding and booking the best workspaces around the globe to organizing meetings in a simple way. With our end-to-end solution we manage company’s meetings and remote workspaces. From procurement to booking, to payment and expense management, we connect it all. Using our platform, you can access the widest choice of spaces and hotel venues globally identifying the most suitable one. Your mission will be leading global customer meeting & groups programs for our strategic accounts and turn our customers' trust in customers' success.

POSITION

This is an operational leadership role and the key candidate will have experience in hotel/venue sourcing and customer support expertise. Day to day activities will be to support events planners and meeting owners in sourcing, booking, planning and paying for their meetings. We are seeking to elevate the booking experience and drive customer satisfaction and need an industry expert in sourcing and customer consultation ideally with a background in operational excellence. The position is reporting directly to the VP of Meeting Solutions.

Our customer is a global Life Sciences firm launching for the first time in the US market – it’s imperative that our support and service are impeccable. We’ve outlined below a few key activities and skills required for this position:

 

Day to day work:

- Engage with client’s meeting owners and planners (“stakeholders”)

- Provide training, when necessary, on the process and policy

- Support stakeholders in sourcing, planning, booking, and paying for their meetings and events using CONNECT tech platform

- Provide excellent advice and consultation to stakeholders both on process and on venues/options

- Participate in customer meetings to ensure change management and strategy adoption is optimized

- Supplier internal supplier management teams to onboard and register new suppliers

- Negotiate rates and conditions with venues to drive savings and competitive terms and conditions

- Build customer relationships through mutual trust, respect, and understanding

- Proactively identify opportunities to expand our work with key customers

CHALLENGE

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

· Venue sourcing/hotel industry experience including strong knowledge of the hotel industry and meeting & groups standards

· Ability to communicate effectively and professional with all levels of management and clients

· Customer engagement/management

· Strong verbal and written communication

· Skilled at taking initiative and proactively being a part of a dynamic team

· Able to thrive in a fast-paced high-performance environment

· High degree of self-motivation and forward thinking

· Solutions oriented

· Key attributes of empathy, authenticity, integrity, resilience and business maturity are important

· Excellent communication and negotiation skills in both ways: Understanding "pain and

· Fluency in English, spoken and written

PERSPECTIVE

Access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renew the meeting industry and while doing so reinvent the ways how businesses stay