Hopes Global Getaways is a remote travel planning company powered by a full-service travel agency that specializes in destination weddings, honeymoons, cruises, family vacations, and luxury getaways. We partner with top global travel brands to design seamless, memorable travel experiences for clients worldwide. Our mission is to help travelers plan unforgettable vacations while offering flexible, remote opportunities for individuals who are passionate about travel and customer service. Summary We are currently adding new team members to support our growing client coordination team and are inviting applications for a Client Experience Travel Specialist position. In this role, you will assist individuals as they prepare for upcoming vacations by helping organize trip details, reviewing destination options, and supporting a smooth planning experience from start to finish. This opportunity is ideal for individuals who enjoy working directly with people, keeping information organized, and learning about vacation experiences such as cruises, resort stays, and guided excursions. Training materials and ongoing support are provided to help you get started confidently. Key Responsibilities - Assist clients with coordinating vacation arrangements including hotels, flights, cruises, and activities - Review traveler preferences to help identify suitable destination possibilities - Share helpful guidance that supports itinerary preparation decisions - Communicate with clients through email, online platforms, and phone when appropriate - Work with supplier partners to verify reservation components and updates - Maintain accurate planning details within internal coordination systems - Stay informed about current travel opportunities and seasonal promotions - Support travelers throughout various stages of their preparation timeline Candidate Qualifications - Interest in client experience support and vacation coordination services - Strong communication skills and attention to detail - Ability to stay organized while handling multiple planning tasks - Comfortable completing responsibilities independently in a remote workspace - Basic familiarity with computers and online tools - Must be at least 18 years old - Must reside in the United States, U.K., Australia, Mexico or another approved hiring region Perks - Flexible remote scheduling structure - Step-by-step onboarding and continued mentorship support - Access to supplier partnerships and planning platforms - Eligibility for travel-related incentives and industry perks - Opportunities to expand into advanced client support or coordination responsibilities over time

• Own the end-to-end systems connectivity and usage across the entire CX department. • Overlay all existing processes into appropriate tools to make sure ‘who-does-what-when’ aspects are captured seamlessly. • Work closely with key CX leadership to ensure business requirements are identified, and a plan of action is managed to automate all initiatives. • Act as a proactive business partner to Customer Success leadership, anticipating needs, identifying operational gaps, and driving forward-looking solutions that enable scale. • Ability to work bottom up as well as top down to drive growth discussions as we look to build a ‘white glove service experience’ across our organization. • Partner with internal and cross-functional stakeholders across Customer Experience, Marketing, Product, and Sales teams to drive stronger alignment on our goals and objectives. • Ability to think Scalability and Efficiencies at all times – allow automation and systems to be that one point solution instead of ‘patch-fixes’. • Own reporting and dashboards associated with CX needs – work in collaboration with our cross-functional Data team for support. • Collaborative and a team player to align with all Revenue Operations stakeholders and have a ‘one team’ mentality. • Create efficiencies across all aspects of the CX lifecycle through overlapping business acumen with technical know-how while building Sales Operations for scale. • Ability to measure performance through various KPIs (ex: revenue growth, client health, CS lifecycle, attribution and conversion rates, speed of progression, user adoption, audit trails, bottleneck improvements, etc). • Manage and prioritize project plans to set appropriate expectations, address stakeholder goals, determine target dates, and provide regular updates. • Focused on measuring your own success through various metrics/KPIs (Ex: Systems health and usage, data flow management, data accuracy rate, dashboard / reporting adoption, automation, speed to delivery, etc)

Get to Know Us: It's fun to work in a company where people truly believe in what they're doing! At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications. Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance. Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers. Work, Play and Grow at BlackLine! Make Your Mark: - You will build and nurture strong, lasting relationships with a dedicated group of our most strategic customers, becoming their go-to expert and advocate; - You'll guide customers to realise the full potential of their investment by aligning our solutions with their key business objectives and demonstrating measurable results; - Your mission is to ensure our customers are not just satisfied but delighted, creating a seamless and positive journey that turns them into advocates for our brand; - You will help customers become power-users of our products by sharing best practices and providing expert guidance tailored to their unique needs; - By truly understanding our customers' businesses, you will identify opportunities for them to gain even more value from our offerings, partnering with our sales team to help them expand; - You will be a key player in our team, sharing your expertise and mentoring other Customer Success Managers to elevate our entire organisation; - You'll use data and customer feedback to not only guide your customers but also to help shape the future of our products and services; - Your proactive approach will help us build multi-year relationships with our customers, ensuring their continued success and minimising churn. What You'll Bring: - A proven background in a customer-facing role such as Customer Success, Account Management, or Consulting, where you've been responsible for building strong relationships; - A genuine passion for understanding customer needs and a drive to help them succeed; - Excellent communication and interpersonal skills, with the ability to connect with people at all levels of an organisation; - The ability to quickly learn and explain software solutions to both technical and non-technical audiences; - A collaborative spirit and the ability to work effectively with cross-functional teams to achieve shared goals; - Strong problem-solving skills and a proactive mindset, always looking for ways to improve the customer experience; - Experience using CRM software (like Salesforce or Gainsight) and other business tools to manage customer relationships and track progress; - A data-driven approach, with the ability to analyse information to uncover trends and opportunities; - Previous experience working in fintech is a strong advantage; - Fluency in French, both written and spoken. Thrive at BlackLine Because You Are Joining: - A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation! - A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives. - A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity. BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 2 days a week.

• Build and manage all lifecycle journeys for onboarding, activation, retention, and reactivation • Manage complete setup and maintenance of all email communications including templates, routing, deliverability, and compliance • Own segmentation logic using KYC level, activity status, product usage, user value tiers, and behavioral triggers • Create and optimize automated workflows that drive consistent user engagement • Develop reactivation and churn reduction strategies including churn calculation frameworks and reengagement flows • Define the hierarchy of communication channels across email, push, SMS, WhatsApp, Telegram, and in app messaging • Manage CRM hygiene including sender reputation, anti-spam controls, and template QA • Build A B tests to optimize messaging, timing, content, and delivery • Work with Product and Data to ensure accurate event tracking and CRM data mapping • Produce weekly CRM campaigns that align with product updates, promotions, and marketing activations • Report on lifecycle metrics including activation, retention, churn, and campaign performance • Collaborate with Growth to ensure CRM supports acquisition cohorts and funnels • Maintain a high cadence of execution in a fast-moving environment