GUEST EXPERIENCE MANAGER: LOCATION: Remote work. ABOUT RAISE AWAY - we provide kick-ass fundraising solutions to nonprofits and schools, specializing in luxury travel. RAISE AWAY CORE VALUES: Fun, Unique, Creative BOOKING TEAM CORE VALUES: Empathy, Adaptability, Reliability ABOUT THE ROLE: Journey Weaver Imagine a world where travel isn't just about going from one place to another but about unlocking the magic of the unknown. At Raise Away, we exist to create moments that linger in memory. We're not just planning trips; we're crafting spells that whisk Charity Trip Winners away to experiences beyond their imagination. But, not beyond yours. As a Journey Weaver, you're the keeper of this magic, the architect of luxury, and the guide who ensures our travelers are well taken care of, every step of the way.  Your focus is not just destinations, but the hearts of those you guide. Armed with empathy and a white-glove touch, you'll tailor each adventure with personal details—birthdays, wine tastes, family nuances, among others. This role is about crafting not just trips, but about turning each vacation into a handcrafted journey of delight and individual exploration. 🛩️ Master of Memorable Journeys: Live into your passion for seamless coordination. As the main pillar between dreams and reality, you'll carry out each journey to perfection, liaising with vendors and sprinkling bespoke touches tailored to each Charity Trip Winner. Your role? To ensure the execution is as flawless as the planning, wrapping every trip in a bow of personalized care and professional excellence. 🧳 Travel Guardian: From the first spark of anticipation to the afterglow of return, you'll be the constant companion for our Charity Trip Winners, guiding them through every phase of their journey. As a guide from pre-planning, to on-the-spot adjustments mid-trip, through to post-trip feedback, you ensure they enjoy a seamless and positive experience at every step.  🪄 Solution Architect: You're adept at identifying challenges, crafting effective solutions, and sharing these insights with the team. Your role enhances every trip into a memorable adventure and contributes to the continuous improvement and evolution of our service. RESPONSIBILITIES - Email and phone outreach to Trip Winners - Coordinate travel dates with vendors or internal team - Reach out to Trip Winners after their trip for feedback - Manage travel itinerary for trip winners, including flights, activities, tours, dinners and anything else the client might need - Offer additional nights or upgrades to Trip Winners - Research and book add-ons with vendors - Identify ways to improve the guest experience - Provide on-call concierge services for Trip Winners - Address any Trip Winner needs outside the packaged experience - Participate in problem-solving and presenting solutions to the team - Manage tasks and input data in CRM (Hubspot) - Help Booking Team with quarterly projects - Attend quarterly team gatherings; at least three will be in Southern California - Participate in weekly meetings, Slack, and Asana projects - Ride a unicorn 🦄

• Own the end-to-end member lifecycle from post-enrollment through renewal, ensuring members consistently experience and recognize the value of Pavilion. • Monitor and manage member health and engagement signals, proactively identifying risk and opportunity across the member journey and developing appropriate interventions. • Drive retention and renewals through value-based conversations • Act as a trusted partner and advisor to members, connecting them to relevant peers, programs, and experiences. • Capture and synthesize member feedback to serve as an internal advocate for our members and inform improvements across onboarding, programming, and lifecycle experience. • Contribute to developing scalable success practices and playbooks as Pavilion grows.

• Develop and execute comprehensive strategies to improve client retention, engagement, and expansion by identifying key metrics and success factors. • Leverage customer data to identify trends, pain points, and opportunities for optimization, providing actionable insights to the Client Success team • Build relationships with client stakeholders, addressing concerns, and identifying potential upselling or cross-selling opportunities. • Implement process improvements within the client success function to streamline operations and enhance efficiency. • Track client success metrics, identifying areas for improvement, and reporting on progress to senior management. • Work with other departments like sales, marketing, and product development to ensure seamless customer experience.

• Guide customers through the onboarding process, ensuring they have the necessary resources, knowledge, and support to succeed. • Provide training and enablement materials to help customer effectively utilize our products and services. • Develop and maintain strong relationships with customers, acting as their primary point of contact. • Proactively engage customers to understand their needs and identify opportunities for growth and collaboration. • Monitor and track customer performance metrics, including Monthly Recurring Revenue (MRR), customer satisfaction, and other key performance indicators (KPIs). • Provide insights and recommendations to improve customer performance and identify areas for growth. • Address customer inquiries, concerns, and escalations in a timely and effective manner. • Collaborate with internal teams to resolve issues and ensure customers receive top-notch support. • Work closely with customers to identify business opportunities and co-create strategies for expansion. • Support customers in developing go-to-market plans, marketing initiatives, and joint sales efforts. • Foster collaboration and alignment with internal cross-functional teams, including sales, marketing, product, and support, to ensure a seamless customer experience. • Collaborate with customers to identify upsell and cross-sell opportunities, maximizing customer value and revenue potential. • Maintain accurate customers data, activities, and interactions in the company’s CRM system. • Provide regular reports and updates on customer performance to the leadership team.