Project Support Manager

 

Department: Support Services

 

Reports To: Vice President, Sales & Support

 

Overview:

This position is responsible for orchestrating the deployment of corporate-wide resources to provide comprehensive product, service and solutions to new and existing clients. This includes implementation of new accounts and managing our TravelAudit software solutions and TripEasy for the user.

 

Requisite Skills and Experience:

• Minimum of 5 years’ experience in corporate travel. Previous project management, customer service, operations is preferred.
• A degree in business or communications is an advantage.
• Proven sales skills and experience explaining and sell products and features directly to clients.
• Ability to demo products and provide customer training on online booking tools.
• Excellent Skills in the following areas: Initiative, follow-up, organization, analytical, customer service, good decision-making abilities, prioritizing and verbal and written communication skills.
• Strong work ethic, flexible, team player, professional attitude, and experience in working through complex implementations and communication strategies.
• Strong ability to build trust at multiple levels of an organization, internally, with clients and suppliers.
• Extensive understanding of mid-office quality control systems and functionality.
  • Travel agency process and technology trouble-shooting skills.
  • Process design and implementation experience in a travel agency setting. Including experience on Sabre (Multi-GDS a plus) and online bookings tools, including Concur and others currently in the marketplace.
  • Knowledge of project management techniques and tools and best practices.
• Thorough knowledge of Microsoft applications specifically Excel and Word.
• Travel as required by the demands of the position.
• Position is working from the Dallas Headquarters.

 

Core Responsibilities – Management:

• Effectively manage, mentor and coach Online Support and Implementation staff.
• Facilitate and lead the planning and implementation process for all new clients, including global.
• Lead the task force for the development, trouble-shooting and testing of TSI’s proprietary reporting suite.
• Manage the project scopes, goals and deliverable process.
• Develop, assemble and coordinate project plans that include the distribution and timelines of all tasks by those responsible for each area of responsibility.
• Track deliverables, while providing direction and support to each team member responsible for their tasks. Make recommendations as needed and coordinate within the Team.
• Manage online booking support processes and team. Collect data and feedback and report to our technical team.
• Provide technical support, via phone and email to our clients.
• Assist clients with questions regarding online tools, profiles, etc.
• Sell and thoroughly explain our products and unique features with a can-do attitude.
• Recommend options and solutions that meet company and client needs for functionality.
• Monitor and report on each project, including progress, delays, challenges and solutions.
• Mitigate risks and address project obstacles.
• Conduct conference calls, webinars and meetings with clients involved in the implementation process.
• Work closely with our Technology Team, Sales Team and Account Managers who will be the primary contact with the client.
• TravelAudit Management, project management and support, including but not limited to the following.
  • Provide regular communication to executives, sales and account management on progress of TravelAudit initiatives and status of cases.
  • Post Implementation follow-up.
  • TravelAudit and TripEasy demos to support sales.
  • Assist with global reporting initiatives.
• Ability to work extended hours as needed.
• Comply and adhere to the Company Associate Handbook.

 

 

Position Description Subject to Change