Client Support and Renewal Collection Manager

Company Description

TraviYo is a one-stop solution for travel professionals delivering technology, marketing, and mentorship to transform travel companies from offline to online. By leveraging innovative technology and personalized support, TraviYo helps travel businesses enhance their operations and reach a broader audience. Our comprehensive approach empowers travel companies to thrive in the digital era, driving growth and customer engagement.

We are seeking a highly organized and proactive Client Support and Renewal Manager to oversee and optimize our customer service and operational workflows. The ideal candidate will ensure smooth support processes, effective client communication with perspective of their retention, and efficient team management. The Client Support and Renewal Manager will be responsible for supporting customer satisfaction and facilitating project delivery in alignment with company goals and standards.

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KEY RESPONSIBILITIES:

1. Support Ticket Allocation and Verification:

• Manage the allocation of support tickets, ensuring timely response and resolution.
• Verify ticket completion and ensure quality of service aligns with company standards.

2. WhatsApp Reply and Client Communication:

• Handle direct communication with clients through WhatsApp, providing timely and professional responses.
• Act as a liaison between clients and internal teams, ensuring clarity and alignment in all communications.

3. Upselling of Products:

• Identify and pursue opportunities to upsell additional products or services during client interactions.
• Communicate the value and benefits of new products to clients to drive revenue growth.

4. Renewal Billing:

• Oversee and manage the renewal billing process, ensuring timely and accurate invoicing.
• Coordinate with clients to address any billing concerns and maintain a positive experience.

5. Implementation Process Execution Verification:

• Oversee the implementation of new processes, ensuring they are executed as planned.
• Verify successful delivery according to client specifications and internal guidelines.

6. Team Management and Reporting:

• Manage team workflows, monitor performance, and conduct regular reporting on KPIs.
• Provide guidance, training, and support to ensure that team members meet their targets.

7. Contract Signing and Verification with Clients:

• Oversee contract verification processes to ensure accuracy and compliance.
• Review and manage client agreements, addressing any issues as arise.

8. Project Flow Coordination and Delivery:

• Coordinate with teams to ensure smooth project flow from start to finish.
• Monitor project progress and ensure timely delivery to meet client expectations.

SKILLS REQUIRED:

·      Proven experience in operations or project management, ideally in a customer-centric environment.

·      Strong interpersonal skills with a customer-first approach.

·      Experience with CRM systems and ticketing software.

·     Must have ability to get the Renewal and billing from the client

·      Strong organizational skills with attention to detail.

·      Ability to multi-task, manages time effectively, and prioritizes tasks.

·      Strong leadership and team management skills.