Experienced Customer Onboarding Manager – Driving Success in Global Business Travel

Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where no two days are ever the same? If so, we invite you to join arenaflex, a forward-thinking company that's revolutionizing the world of global business travel. As an Experienced Customer Onboarding Manager, you'll play a critical role in shaping the future of our industry and driving success for our customers.

About arenaflex

arenaflex is a leading provider of global business travel solutions, empowering companies to navigate the complexities of international travel with ease. Our team of experts is dedicated to delivering innovative, customer-centric solutions that meet the evolving needs of our clients. With a strong commitment to diversity, equity, and inclusion, we foster a culture of collaboration, creativity, and continuous learning.

Job Summary

As an Experienced Customer Onboarding Manager, you'll be responsible for leading the customer onboarding process, ensuring seamless transitions from sales to implementation, and driving project success across regional and global initiatives. You'll work closely with internal stakeholders, customers, and third-party vendors to design and execute customized onboarding experiences that meet the unique needs of each client.

Key Responsibilities

* Own the customer onboarding/migration experience, collaborating with internal stakeholders, customers, and third-party vendors to ensure successful project outcomes

• Focus on customer satisfaction, utilizing arenaflex project documents and following the SID implementation process to deliver exceptional results
• Ensure project handover and readiness assessments with Solutions Design teams are completed, documenting risks, actions, and follow-up items
• Design work breakdown structures and resource allocation plans, defining roles and responsibilities internally and externally
• Develop and manage detailed project plans, ensuring scope and approach are understood and aligned with all stakeholders
• Create a positive, happy, and fun environment to drive partnership and project success
• Manage 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
• Determine project call structure and manage Partner calls
• Attend and contribute to team calls, sharing experiences, ideas for process improvements, and supporting others as needed within the team

Personal Attributes

* Passion for working directly with customers and strong relationship building skills

• Understanding of arenaflex and global business travel
• Ability to work in a fast-paced matrix environment, managing across multiple geographies, functions, and time zones
• 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, multitasking, 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

* 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

What We Offer

* Competitive salary, commensurate with experience

• Eligibility for Annual Incentive Award plan or metric-driven Sales Incentive Plans (certain sales roles only)
• Awards under the company Equity Incentive Plan
• Comprehensive US benefits programs, including health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more
• Flexible benefits tailored to each country, starting the day you join
• Travel perks, including deals on flights, hotels, cruises, and car rentals
• Global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first
• Wellbeing resources to support mental and emotional health for you and your immediate family
• And much more!

How to Apply

If you're a motivated, customer-focused professional with a passion for driving success in global business travel, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply To This Job Apply for this job