Customer Transition Manager

Direct Travel-posted 5 days ago
Full-time • Mid Level
Remote
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This position plays a pivotal role in helping customers transition from legacy Core systems to the Avenir platform with minimal disruption and maximum confidence.  From conversion planning through post-launch cleanup, you'll own end-to-end migration workflows while collaborating cross-functionally to ensure every customer launch is a success.

  • Support the identification of a target list of migration customers, leveraging the ideal Avenir customer profile.
  • Collaborate with the account management team to facilitate discussions on how migrating to Avenir will enhance the traveler and arranger experience, focusing on current pain points in the existing program.
  • Perform gap analyses, present findings to customers, and document any blockers that may hinder migration.
  • Ensure any technology gaps are submitted for enhancement consideration to the Product team.
  • Serve as a strategic advisor and subject matter expert on Avenir and the migration process within Direct Travel
  • Manage the migration process from initial planning through final execution.
  • Manage the digital sales rooms, ensuring proper client engagement and providing necessary supporting materials.
  • Present and negotiate pricing effectively and persuasively, highlighting the benefits of a per-trip model over traditional transaction fee pricing.
  • Evaluate and present contract options that best suit each client’s unique set-up.
  • Provide guidance on how to resolve customer-specific technical challenges
  • Communicate client concerns effectively and proactively to senior leadership to ensure proper mitigation strategies are implemented.
  • Be able to adjust to changing timelines from a global readiness perspective and effectively and proactively communicate with customers.
  • Ensure the Account Manager or Client has provided all necessary items to the site configuration team to ensure proper site set-up.
  • Ensure that Salesforce is up to date and accurate for reporting on the stages associated with the migration.
  • Function as a liaison with Technical Support specialists to provide demonstrations and determine if sandbox or pilot opportunities exist and proper positioning.
  • Act as a liaison with Sales Leadership, Product Marketing, GTM Operations, and Regional Enablement teams to ensure consistent messaging, integration of the sales methodology into sales tools, and successful local adoption.
  • Work with the finance team to prepare thorough pricing, ROI, and TCO documents, identifying any key gaps that need to be addressed before presenting to customers.
  • Collaborate with Legal, determining the best amendment, order form, or contract options based on the customer’s current contractual setup.
  • Collaborate with sales enablement, marketing, and implementation teams to provide clients with all necessary documents, FAQs, benefit guides, etc., to ensure a successful migration.
  • Work closely with the Product team to manage escalations, track bugs, and share information with other conversion specialists to ensure future conversions are successful.
  • Support Implementations and Account Managers in resolving real-time issues during customer launches.
  • Collaborate closely with Avenir leadership on staffing forecasts to ensure a seamless and superior service experience.
  • A minimum of 10 years of corporate travel experience, ideally in account management, sales, or a technology or product role.
  • Minimum 5 years of experience working with customers in a pre-sales or post-sales technical or consulting position/
  • Bachelor’s degree preferred.
  • Strong knowledge of the NDC landscape and its impact on buyer behavior and purchasing decisions.
  • Excellent project and time management-able to juggle multiple migrations simultaneously while meeting deadlines.
  • Proven ability to influence corporate client decisions.
  • Strong negotiation skills and the ability to overcome objections.
  • Technical aptitude.
  • Excellent relationship-building skills.
  • Strong organizational skills with a high attention to detail.
  • Clear, confident communicator with the ability to collaborate across departments and work independently.
  • Excellent presentation and meeting facilitation skills.
  • Demonstrate strong critical thinking skills with a focus on innovative and creative solutions.
  • Consistently uphold the company’s vision and values while maintaining a strong focus on customer experience.
  • Familiarity with Deem, Concur, Get There, Navan, and other competitive online booking tools and/or platforms.
  • Experience with Salesforce CRM
  • Experience with SaaS onboarding, technical support, or customer implementation.
  • Medical
  • Dental
  • Vision benefits
  • employee rewards and recognitions program
  • Total Rewards Package which includes Wellness, Sustainability, DE&I initiatives, and Mental Health Support
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