Client Success Manager, Trip.Biz EMEA & NAM

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About Us

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.

Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.

We have four Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world's leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

Introduction:

T he Client Success Team is responsible for driving our clients' retention and growth. The team is a fast-paced and dynamic unit focused on providing customer . The key goal of the team is to launch, innovate, and scale our corporate travel solutions. The business development executive will work closely with Senior Business development managers to support day-to-day operational duties and assist the General Manager in administrative tasks.

In this Role, you'll get to:

• Develop and maintain strong relationships with key clients through regular communication and meetings.
• Identify and understand client needs and expectations, ensuring they are met or exceeded.
• Act as the primary point of contact for clients, providing timely and accurate information and updates.
• Identify opportunities to grow revenue through upselling, cross-selling, and renewals.
• Acting as client advocates, sharing new client requirements with internal stakeholders.
• Ensuring solutions are enhanced to continually meet clients' needs.
• Conduct quarterly business reviews to achieve strategic goals of program
• Sign renewal contracts with existing clients
• Analyze account profitability, identify and implement ways to increase profitability.
• Raise enhancements needed, follow up with relevant stakeholders to ensure these enhancements go live
• Work closely with the sales team to identify and target new key clients.
• Develop and implement account strategies to increase share of wallet, deepen account penetration, increase profitability and client stickiness.
• Analyze client data to identify trends, opportunities, and potential risks.
• Work with internal teams to ensure smooth service delivery and issue resolution.
• Collaborate with other departments (e.g., operations, finance, marketing) to ensure seamless client experience.
• Mentor and provide guidance to junior account managers, sharing knowledge and best practices.
• Work with cross-functional teams to enhance overall client satisfaction.
• Stay up to date with industry trends, best practices, and competitors' offerings.
• Attend relevant industry events and conferences to network, sharing knowledge learnt at the events back with internal teams after.

What you'll Need to Succeed:

• University degree or equivalent experience. MBA will be an advantage
• Fluent in English and Chinese (Knowing Chinese is a plus not mandatory)
• Excellent interpersonal and communications skills
• Preferred 2- 3 years' experience in consulting firm or as business analyst would be a plus
• Flexible and adaptable with a strong willingness to learn
• Able to work independently with minimal supervision
• Able to adjust different communication methods depending on the stakeholders
• Possess a strong learning attitude, remaining humble with a hunger to succeed
• Can do attitude, self-motivated and able to work independently
• Have tenacity which will help overcome obstacles.
• Fluent in Excel, PowerPoint and any other related software for day-to-day operations
• Willingness to travel, if needed

Behavioural Requirements:

• Desire to learn new things and improve yourself
• Integrity is fundamentally important to you
• You want to make a corporate travel experience better for everyone
• You are naturally inspiring
• You are street smart

Why Trip.com Group

We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.

What's more?

• Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions

• Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact

• We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.

• We encourage flexible work arrangement

• Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

Find out more job opportunities at https://careers.trip.com

Have a good trip, and see you soon!