• Serve as the day-to-day point of contact for travelers and travel managers, offering support and guidance on travel-related inquiries. • Subject Matter Expert in all Solutions Travel tools and offerings. • Assist travelers in navigating our platform, troubleshooting issues, and ensuring a positive user experience. • Maintain accurate records of Customer interactions, issues, and resolutions. • May participate in Customer quarterly business review meetings, prospect meetings and other Customer facing touch points. • Proactively reach out to travelers to gather feedback, understand their challenges, and identify opportunities for improvement. • Provide recommendations on optimizing travel plans and utilizing available features. • Maintain atmosphere of continuous improvement. • Establish and track key performance indicators (KPIs) for the Client Success Team. • Address customer issues and concerns in a timely and effective manner, collaborating with internal teams to find resolutions. • Acts as a point of escalation and acting supervisor when manager is unavailable. • Ensure a high level of Customer satisfaction by going above and beyond to meet their needs. • Collaborate with internal departments to address client needs and enhance the overall client experience. • Build and maintain relationships with key suppliers that aid in servicing joint travelers. • Work closely with sales, operations, and customer success teams to ensure a cohesive and positive Customer experience. • Provide insights and feedback to contribute to the continuous improvement of our services. • Collaborate with team members to develop and implement effective client management strategies. • Supports onboarding and training of new employees.

• Serve as the day-to-day point of contact for travelers and travel managers, offering support and guidance on travel-related inquiries. • Assist travelers in navigating our platform, troubleshooting issues, and ensuring a positive user experience. • Maintain accurate records of client interactions, issues, and resolutions. • Proactively reach out to travelers to gather feedback, understand their challenges, and identify opportunities for improvement. • Provide recommendations on optimizing travel plans and utilizing available features. • Address customer issues and concerns in a timely and effective manner, collaborating with internal teams to find resolutions. • Ensure a high level of client satisfaction by going above and beyond to meet their needs. • Build and maintain relationships with key suppliers that aid in servicing joint travelers. • Work closely with sales, operations, and customer success teams to ensure a cohesive and positive client experience. • Provide insights and feedback to contribute to the continuous improvement of our services.

• Serve as the day-to-day point of contact for travelers and travel managers, offering support and guidance on travel-related inquiries. • Subject Matter Expert in all Solutions Travel tools and offerings. • Assist travelers in navigating our platform, troubleshooting issues, and ensuring a positive user experience. • Maintain accurate records of Customer interactions, issues, and resolutions. • May participate in Customer quarterly business review meetings, prospect meetings and other Customer facing touch points. • Proactively reach out to travelers to gather feedback, understand their challenges, and identify opportunities for improvement. • Provide recommendations on optimizing travel plans and utilizing available features. • Maintain atmosphere of continuous improvement. • Establish and track key performance indicators (KPIs) for the Client Success Team. • Address customer issues and concerns in a timely and effective manner, collaborating with internal teams to find resolutions. • Ensure a high level of Customer satisfaction by going above and beyond to meet their needs. • Collaborate with internal departments to address client needs and enhance the overall client experience. • Build and maintain relationships with key suppliers that aid in servicing joint travelers. • Work closely with sales, operations, and customer success teams to ensure a cohesive and positive Customer experience. • Provide insights and feedback to contribute to the continuous improvement of our services. • Collaborate with team members to develop and implement effective client management strategies. • Supports onboarding and training of new employees.

• Lead the management and accuracy of service opportunities in Salesforce and Mavenlink, ensuring project information and performance metrics remain current • Maintain customer health insights within Gainsight to support data‑driven decisions and proactive engagement • Oversee subcontract administration for Ciena Government Solutions by coordinating with Contract Management to ensure accurate contract and modification entry into Salesforce and Mavenlink • Partner with Account Teams, Quoting, and Order Management to support compliant and timely subcontract quoting and processing • Coordinate with Accounts Receivable to ensure proper invoicing and payment tracking for designated subcontract activities • Facilitate clear communication among internal teams and external stakeholders to support bookings, contract execution, and schedule adherence • Collaborate closely with Service Project Managers to maintain project schedules, report on progress, and contribute to process improvement initiatives across contract bookings and project operations