Project Success Representative SaaS

Project Success Representative (Travel & SaaS)

Lodge Link is seeking a Project Success Representative in Scottsdale, AZ. This is an in office role. Project Success Representative reports to the Sr. Manager, Customer Experience and plays a key role in our customers' large project and emergency response crew accommodation needs. The role is responsible for ensuring success during the project life cycle, coordinating with Customer Experience to ensure coverage for after hours, arranging room requirements with supplier partners, and providing customers with a positive consultative experience.

The ideal candidate demonstrates strong relationship building, attention to detail, and the ability to effectively organize and coordinate with internal and external stakeholders and manage deliverables within required timelines with a positive and professional attitude.

Duties and Responsibilities:

Project Coordination

• Successfully run a multitude of projects concurrently while ensuring a high level of quality across your customer portfolio with little supervision
• Ensure follow-up on all assigned action items, including product task requests, customer large crew booking requests, providing daily reports as required by customers
• Coordinate with Product Team if platform issues are identified
• Develop a full understanding of the Crew Travel and Emergency Response Industry and how Lodge Link can solve challenges using technology
• Identify strategies for automating and implementing efficient work management processes
• Develop strong working relationships with external client personnel, anticipating client needs and communicating with external Suppliers to ensure project success
• Collaborate with internal stakeholders in Business Development, Product, Marketing, Customer Experience, Finance and Supply as necessary to achieve project goals
• Liaise with external customers and suppliers to ensure a successful project
• Prioritize tasks and manage time efficiently, teamwork and communication to meet deadlines
• Relay valuable customer feedback on product enhancements, attend product review meetings and assist in quality testing new product features

• Register for and attend conferences to promote Lodge Link and expand customer success knowledge.

Qualifications:

• 3+ years' experience in onboarding, customer service or travel management
• Detail oriented, self-starter who is eager to learn new skills and concepts
• Innate sense of accountability
• Proficient in Excel formulas and pivot tables
• Ability to successfully multitask and organize complex projects
• Positive attitude
• Able to positively influence others
• Able to prioritize and manage time in an effective manner
• Experience working in one of the following industries: software as a service; hospitality; travel management; travel agencies; workforce accommodations
• Working for a startup means solving new problems and stepping outside your comfort zone almost every day. You must love these challenges to love working here. A resilient can-do attitude and a willingness to roll-up your sleeves when required are a must
• Experience coaching, training, or educating that involves tailoring your message to the audience
• Willingness to learn the key processes related to booking and managing crew travel in the emergency response or large project business sectors
• Willingness to learn basic terminology and process flows related to approving, tracking, and reporting on costs. You don't need to be an accountant or administrator, but you can't be afraid of talking to those types of people about these types of things
• Strong active listening skills
• Strong problem-solving skills
• Must be willing to travel as required
• Must be fluent in English both oral and written.

Assets:

• Salesforce Experience/Certifications
• Experience working in an Agile startup company environment
• Experience with data visualization tools (preferably Microsoft PowerBI)
• Emergency response disaster relief and accommodations experience.

Lodge Link, a Black Diamond Group company headquartered in Calgary, Alberta, Canada is more than just a digital marketplace and ecosystem for crew travel; we're a caring tech company on a mission to transform workforce travel. Our digital platform is the key to unlocking seamless solutions for finding, booking, and managing crew travel and accommodation needs. Powered by a growing network of hotel and lodge partners, we address the unique challenges of crew travel, applying technology to streamline the entire process from booking to management, payments, and cost reporting.

At Lodge Link, we're not just saving our customers time and money; we're changing the future of workforce (crew) travel – for the better.

United by our vision to be THE ecosystem for workforce travel, our values reflect our commitment to collaboration, agility, dependability, inventiveness, and audacity. As a diverse and inclusive team, we come together, sharing ideas, building disruptive technology, and tackling complex problems. Our relentless pursuit to deliver value and superior customer…