Customer Success Manager at GVI

About the role

• The goal of the Customer Success Manager is to own the full support lifecycle at GVI, leading our support teams as they prepare GVI participants for their trips abroad. This means ensuring the GVI service experience delivered to participants from the point at which the participant’s booking is taken, to after their return home, is consistent, and exceptional. The Customer Success Manager at GVI is a natural people-person, with a customer centric mindset, who has experience managing a team, is a creative problem solver, and is always looking to deliver a better customer experience than before.

Role and responsibilities

• Design, document and communicate the GVI service experience which will be delivered to GVI participants from the point at which the participant’s booking is taken to after their return home.
• Develop robust, scaleable processes to deliver the GVI service experience, with particular focus on failsafes and failovers.
• Recruit, train and motivate a team to deliver on the GVI service experience.
• Own the flow of information between the Support team and the Sales and Operational functions of GVI, to ensure full alignment and effective expectation management.
• Manage service failures, both in terms of the effect on the Participant, as well as cause and effect analysis and implementation of preventative measures.
• Maximise the collection of cash from Participants.
• Minimise the cancellation of bookings by Participants.
• Report on Support success to the wider organisation and management.

About you

• If you are detail-oriented, people-focused, purpose-driven, and you have a great sense of humour, we want to meet you. As an organisation, we know that welcoming a broad range of people with unique identities makes us a more powerful workforce and we are committed to evolving our diversity, equity and inclusion practice.

Professional skills and experience

• Bachelor's degree or equivalent experience
• 3-5+ years experience managing a team in the customer service industry
• Experience working with international clients
• Demonstrated ability to increase customer satisfaction
• International travel experience (advantageous but not required)
• Ability to deal with multiple competing demands, with a natural ability to solve complex problems
• Exceptional written and spoken English
• Excellent attention to detail
• Good humour under stress