Client Success Manager - Corporate and Marine Travel

About the role

Wilhelmsen Ship Management's iRute Travel Services helps corporate and marine clients manage their travel through technology-driven solutions. As Client Success Manager, you will lead the onboarding, implementation and adoption of travel management solutions, acting as a trusted partner so clients can use booking platforms, technology solutions and travel policies effectively. You report to the General Manager of iRute Travel.

Key responsibilities

• Lead end-to-end onboarding and implementation of travel management technologies and services for corporate and marine clients
• Develop and manage onboarding plans, project timelines and implementation milestones
• Run training sessions for travel bookers, travellers, approvers and client administrators on booking platforms, reporting tools and service processes
• Guide clients on travel policy implementation, configuration and compliance
• Build strong relationships with key stakeholders and act as a trusted advisor during onboarding and after implementation
• Monitor adoption, satisfaction and programme performance against travel budgets and business objectives
• Handle client concerns and escalations with internal operations, technology, product and service delivery teams
• Identify improvements to client experience, service delivery and efficiency, prepare onboarding reports and track implementation outcomes

Required profile

• Minimum 7 years of experience in corporate and/or marine travel, travel management, client services or account management
• Strong knowledge of corporate travel operations, booking processes and travel policy management
• Experience managing client onboarding, implementation projects or user training programmes
• Excellent written and spoken English

Required skills

• Proficiency in travel management technologies and online booking tools
• Stakeholder management, presentation and communication skills
• Customer-focused, proactive problem solver, structured and collaborative