Experienced Customer Onboarding Manager – Global Travel Solutions

At arenaflex, we're passionate about making a positive impact on our industry through innovative travel solutions. As a Customer Onboarding Manager, you'll play a vital role in shaping the customer experience and driving project success. If you're a seasoned professional with a passion for customer-centricity and a knack for managing complex projects, we want to hear from you.

About arenaflex

arenaflex is a leading provider of travel solutions, dedicated to helping our customers achieve their goals through innovative technology and exceptional service. Our team is passionate about making a positive impact on our industry, and we're committed to creating a culture that values diversity, equity, and inclusion. As a Customer Onboarding Manager, you'll be part of a dynamic team that's shaping the future of travel.

Key Responsibilities

As a Customer Onboarding Manager, your primary focus will be on delivering exceptional customer experiences through effective project management. Your key responsibilities will include:

• Owning the customer onboarding and migration experience, working closely with internal stakeholders, teams, and third-party vendors as needed
• Focusing on customer-centricity, utilizing arenaflex project documents and following the SID implementation process to ensure seamless project execution
• Ensuring project handover and readiness assessments with Solutions Design teams are completed, documenting any risks, actions, and follow-up items
• Designing work breakdown structures and resource allocation plans, clearly defining roles and responsibilities internally and externally
• Developing and managing detailed project plans, ensuring scope and approach are understood and aligned with all stakeholders
• Creating a positive, happy, and fun environment to drive partnership and project success
• Managing project performance, ensuring project status, milestones, changes, risks, issues, assumptions, decisions, and dependencies are clearly communicated
• Responsible for ensuring E2E testing is completed, documented, and corrected successfully, on time and to a high quality as defined by the global testing plan
• Determining project call structure and managing Partner calls
• Attending and contributing to team calls, sharing experiences, ideas for process improvements, and supporting others as needed within the team

Personal Attributes

To succeed in this role, you'll need to possess the following personal attributes:

• A passion for working directly with customers and strong relationship-building skills
• Understanding of arenaflex and corporate travel
• Ability to work in a fast-paced matrix environment, managing across multiple geographies, functions, and time zones
• A positive, "can-do" attitude
• Ability to motivate a project team and manage under pressure
• Business English required; multi-lingual capability advantageous
• Excellent relationship-building, influencing, negotiating, communication, and presentation skills
• Ability to clearly articulate accountability and hold people accountable
• Commercial awareness and strong relationship-building skills
• Excellent organizational skills, including multitasking, advance planning, and time management
• Ability to drive change in the face of possible resistance
• Effective time management, multi-tasking, prioritization skills
• Strong active listening and facilitating skills
• High degree of problem-solving and decision-making, with the ability to adapt to changing priorities
• Flexibility and the ability to adapt to change
• Ability to understand and manage projects
• Happy to be challenged and to challenge people and processes
• Experience collaborating across multiple functional groups and with operational SMEs

Activities

As a Customer Onboarding Manager, you'll be responsible for a range of activities, including:

• Readiness Assessment (Solutions Design Handover) / Readiness Review Document
• Documentation Repository / SharePoint – Customer Project Site and Customer Data Gathering: Implementation Data Gathering Template and OneForm
• Customer Kick Off Meeting / Customer Kick Off Meeting slides
• Request Core Setup at a global level (e.g., telephony, email, centralized teams) add others / SNAP, Salesforce, OneForm
• Project Plan Management – includes / OnePlan:

+ Contacts + Timelines + Call Notes & Actions + Decisions & Assumptions + Dependencies + Risk & Issue Log + Holiday Schedule + Change Log + Scope + Project Tasks + Fact Sheet + MI Reporting Fields + Form of Payment + Roles & Responsibilities / Work Breakdown Structure Template

• Status Reporting / Bi-weekly Status Report
• Launch Reporting / Global Start-up Template
• Global Test Plan (via centralized services) / Global Test Plan Template
• Closure & Lessons Learned / Project Debrief slides and SharePoint – Lessons Learned

Location

This role is based in Michigan, United States.

Compensation and Benefits

The US national annual base salary range for this position is from $70,000 to $140,000. The national range provided includes the base salary that arenaflex expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate's relevant experience, skills, knowledge, and work location. In addition to base salary, this role is eligible for either our Annual Incentive Award plan, which rewards participants based on company and individual performance, or eligible for one of our metric-driven Sales Incentive Plans (certain sales roles only). An eligible employee can only participate in one of these plans during an eligible period. This role is also eligible for awards under the company Equity Incentive Plan, which is designed to align participants' interests with those of shareholders. arenaflex offers a comprehensive benefits package, including:

• Flexible benefits tailored to each country and starting the day you do
• Travel perks, including deals from major travel providers on flights, hotels, cruises, and car rentals
• Global tuition assistance and access to over 20,000 courses on our learning platform
• Leadership courses and new job openings available to internal candidates first
• Diversity, Equity, and Inclusion initiatives, including global Inclusion Groups and wellbeing resources to support mental and emotional health

Equal Opportunities

arenaflex is an equal opportunities employer and welcomes applications from all qualified candidates. We're 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.

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. Apply Job! Apply for this job