Role Description Join our growing travel agency as a Client Success Coordinator! You’ll guide clients through stress-free vacation planning, ensuring every trip is smooth from start to finish all while working remotely with flexible hours. - Manage client inquiries and assist with trip planning and bookings. - Deliver exceptional customer service through calls, emails, and messages. - Resolve issues quickly and efficiently. - Gather and share feedback to improve client satisfaction. Qualifications - Strong communication and multitasking skills. - Dependable, organized, and detail-oriented. - Able to work independently in a remote setting. - Interest in travel and client relations. Benefits - Flexible work-from-home schedule. - Full training and mentorship. - A collaborative, supportive team culture. - Access to exclusive travel perks and discounts.

• Lead customer onboarding and implementation to ensure customers achieve measurable value • Build trusted relationships with business owners and key customer stakeholders • Monitor customer adoption, identify risks early, and develop strategies that improve long-term success • Gather customer feedback, operational observations, and implementation insights to identify trends across the organization • Turn customer insights into actionable recommendations that improve products, services, processes, and the overall customer experience • Partner with leadership to ensure customer intelligence influences business decisions • Build scalable customer success frameworks, implementation playbooks, and best practices that support long-term growth

• Work in a 24x7x365 environment and participate in an on-call rotation, including holidays, nights, and weekends. • Develop and maintain knowledge base articles, including triage escalation procedures. • Initiate and manage incident response activities, including bridge calls, communications, and escalations. • Ability to work at pace and in environments where sometimes not all the facts are known. • Monitor and track all critical and non-critical incidents to resolution, ensuring issues are monitored, tracked, and driven to closure. • Provide detailed, timely communication and updates about incidents to stakeholders, and being comfortable talking to a range of senior stakeholders and executives, and able to work at pace, and in an environment where not all facts are known. • Track changes, collaborate with Problem and Change Management Teams, and communicate updates effectively. • Facilitate information gathering from application teams, Level 2 support, engineering teams, and other stakeholders during outages and service degradations. • Assess the impact and sensitivity of outages and respond accordingly. • Provide real-time insights to stakeholders. • Recommend program improvements and process adjustments to relevant product/tech teams. • Distribute reports, participate in meetings, and share metrics results. • Support knowledge sharing and training initiatives, including group facilitation and best practices. • Apply understanding of IT infrastructure dependencies and enterprise incident impacts to balance priorities while driving resolutions. • Exercise sound judgment within established practices to resolve incidents efficiently. • Enable teams to deliver high-quality, high-velocity products while embracing change and ensuring alignment with DevOps and engineering best practices. • Document and improve incident resolution processes, post-incident reviews, and targeted improvements for the organization. • Help establish and follow evolving processes to meet Pearson’s and customers’ changing needs.

• Partner with client-specific locations to provide updates and support on services planned and rendered. • Schedule Independent Service Providers (ISPs) for services and monitor through completion for client satisfaction. • Manages the life cycle of a client workorder, including: Creating the workorder, Assigning to ISPs, Scheduling the service, Following up on completion, and invoicing the client. • Communicate internally and externally using phone, email, text messages, Microsoft TEAMS, and 3rd part work order management systems. • Serve as the liaison between the client and Independent Service Provider (ISP). • Manage customer concerns as they arise in a timely and professional manner. • Accurately manage and update ISP and client activities in JANIT. • Daily IVR validation and monitoring to ensure ISPs are meeting scheduled commitments.