Client Services Manager

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Egencia is the original category distributor and the world’s leading B2B SaaS business in travel. Driven by curiosity and backed by industry leading data and customer insights, we’re a trusted business travel partner that delivers the best technology and experiences - no matter the odds.

With the support of our partners and travel consultants, and now with the powerful backing of Amex GBT, we deliver unrivalled value, while helping companies in over 60 markets meet sustainability goals and prioritize the wellbeing of their travelers. And we need people like you.

Are you ready to take on a critical role in the Egencia Global Client Services organization? Our Client Services Managers provide thought leadership and strategic support to our Account Management teams at Egencia.  Your role includes optimizing service for our clients through a variety of techniques, leading change through process consistency and managing scale in a highly complex environment.  You bring the skills for B2B and customer facing interactions along with the ability to work with anyone in our organization. 

Position Overview

Do you have a passion for travel and tech? And want to work for an exciting company that’s at the top of their industry?

Business travel is back, and we’re looking for dedicated individuals to join a team that’s working hard to reinvent the industry and make those real-life connections truly seamless once again.
 

Primary Responsibilities

Salesforce case management: research and respond to escalations and inquiries from Account Management & Service Delivery

• Write, edit, and deliver specialized account processes to frontline Service Delivery teams. Contribute to Global Knowledgebase articles in partnership with the Global Training team
• Analyze and diagnose performance issues at the account and/or the Service Delivery level and provide solutions to clients and GCO leadership to maintain client health
• Research, presentation preparation and host client-facing meetings
• Client Risk management. Notification & preparation of Executive Summary. Provide recommendation to Account Managers and clients on strategy to manage risk
• Drive own projects on various topics within Client Services

What We’re Looking For

• 3+ years within the travel industry

• 3+ years prior experience managing a Service Partner or Supplier, Relationship Manager (or related preferred)
• 5+ years Customer Service experience with focus in leadership, process improvement etc.
• 5+ years MS office suite (including college training): formal presentation, data analysis, reports, etc.
• Excellent communication skills – written and oral (French and English)
• Able to perform data analysis, diagnose issues with data and comfortable with root cause analysis
• Project management skills and abilities
• Change management – ability to influence others through change (at times our clients)
• Prior mentoring/team leader experience – you may be asked to lead our specialists
• Ability to work some non-standard and/or flexible hours
• Proven ability to improve metric results (++ in a virtual environment)
• Ability to build and demonstrate strong partnerships to solve problems
• Time management skills, ability to effectively handle multiple competing priorities
• 10-15% travel may be required 

Who are you 

A hands on, self-motivated relationship manager who thrives on improvement opportunities, and takes risks in driving strategy and roll out new practices. Team oriented to the core – with the ability to galvanize teams to work together and drive extraordinary results. Someone who identifies vision – collaborates and influences with partner teams to create positive outcomes.           

Why Join Egencia?

Connections matter when it comes to business, and those connections start with our inclusive team of travel enthusiasts and technologists.

Our customers love working with us because we know satisfied customers start with a knowledgeable and enthusiastic team to support them. So, we’re committed to creating an inclusive work environment with a diverse workforce. We make sure every voice is heard. We trust each other to get great work, and we encourage everyone to speak up, speak out, and be themselves.

Our Culture

We thrive in a culture of curiosity - constantly reinventing for the future. It's the people that make Egencia so special, so we want to make sure they’re happy. We do this by offering flexible working opportunities, competitive packages and by making sure we have fun along the way.

Business travel is on the road to recovery, and as part of the world’s largest corporate travel marketplace, we’re in a strong position to define the future of business travel as we lead the industry into a new era. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if vital, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

Egencia is wholly owned by American Express Global Business Travel (GBT). GBT is a joint venture that is not wholly owned by American Express Company or any of its subsidiaries (American Express). “American Express Global Business Travel”, “American Express", and the American Express logo are trademarks of American Express and are used under limited license. “American Express Meetings & Events” is a division of GBT.

Location

France

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!