Client Success Director

Rustic Pathways is:

  • A student travel organization which offers the world’s finest experiential education, community service, foreign language, and adventure programs.
  • Our destinations stretch from the white-sand beaches of Fiji, the rainforest canopies of Costa Rica, the high Himalayan mountains to the Great Barrier Reef, and many places in between.
  • Rustic Pathways demands professionalism and integrity across all of our operations, insists on quality in all aspects of our programs, and places strong emphasis on the safety and well-being of our students and staff.
  • We empower students through innovative and responsible travel experiences to positively impact lives and communities around the world.

The Position

As the Client Success Director, you’ll be responsible for the pre-travel experience of all Rustic Pathways’ clients.  This new position will be responsible for combining our customer service teams across multiple product types and our inside sales team into a newly-formed Client Success Team.  Your team will support our three different product types (Student Travel, Gap Year, and Group Travel) and you will work with and oversee the managers of our Personal Travel Advisors (customer service agents) and Global Program Advisors (inside sales representatives).

The Client Success Team supports our clients both in the pre-enrollment program selection process and the post-enrollment administrative onboarding process — including invoicing and collections, pre-trip questions, and all other administrative requirements prior to travel.

Rustic Pathways is seeking someone with extensive experience leading and managing a customer support and / or inside sales team.  Qualified applicants should be intimately familiar with case management and CRM systems and have a focus on creating improvements and scalable solutions through processes and knowledge sharing.

The Client Success Director will be a fierce advocate for the client experience and work to make the Rustic Pathways student enrollment and onboarding process as simple and streamlined as possible for both our clients and our staff members.  You will also cultivate the loyalty of our clients and work to increase word of mouth referrals and overall client satisfaction through delivering timely, consistent, high quality customer service and through encouraging and facilitating our internal campaign of delivering “Rogue Happiness” to our clients.

Responsibilities

  • Be the internal advocate for the clients.
  • Manage our team of Personal Travel Advisors, Global Program Advisors, Group Travel Administrators, and Gap Year Administrator (including managers of those areas).
  • Develop and document processes and systems to streamline client communication, both inbound and outbound.
  • Work with managers to ensure consistent and high quality coverage on all inbound communication channels (phone, email, online chat).
  • Develop plan to eventually expand inbound coverage to 24/7.
  • Work with the managers of our Global Program Advisor and Personal Travel Advisor Teams to coordinate outbound communication efforts aligned with specific sales and marketing campaigns.
  • Coordinate with various teams across the company (finance, marketing, program operations, etc.) in the delivery of important pre-trip information.
  • Coordinate with Director of Technology in implementing various systems (case management and knowledge sharing resources).
  • Develop metrics for client satisfaction and success. Ensure minimum levels of compliance across metrics such as average response time, missed call percentage, etc.
  • Proactively anticipate and plan for growth and develop systems that allow the team to scale more efficiently.
  • Manage team budget for “Rogue Happiness” and increase levels of participation in Rogue Happiness efforts.
  • Manage performance of teams and individuals.
  • Other duties as assigned.

Skills / Behaviours

  • Self-starter, able to quickly come in, learn the business, and establish trust with the current teams.
  • Creative thinker, with a passion for out of the box ideas and solutions.
  • Ability to put ideas into action. Define strategy, delegate projects, and support direct reports to complete campaigns effectively and efficiently.
  • Strong project management and organization skills
  • Excellent written and oral communication skills. Strong in-person presentation skills and ability to teach and train staff members on new concepts and processes.
  • Ability to analyze and interpret data to make informed business decisions.
  • Ability to balance several initiatives at the same time.
  • Experience working in a high pressure, high demand, and fast-paced growth environment.
  • The ability to anticipate problem / bottlenecks before they happen and provide solutions.
  • Results driven attitude.
  • Great attention to detail, with high self-motivation.
  • Ability to both receive and deliver feedback in a transparent and honest manner. Rustic Pathways is a performance-driven culture and values hard workers and open feedback.

Job Qualifications

  • Minimum of 5+ years of experience in customer service, client relationship management, inside sales, or other comparable industry.
  • Education: BA/BS from an accredited college or university.
  • Experience managing a team of support agents or sales agents.
  • Experience with case management and CRM systems.
  • Experience in the student travel industry preferred.

Location

  • The ability to work from our Cleveland-area office location is highly preferred, though strong remote applicants will be also be considered.
  • Some travel, approximately 5% – 10% may be required.

Equal Employment

Rustic Pathways is committed to providing equal employment opportunities to all persons and maintaining a work environment that is free of harassment and discriminatory conduct. All employment decisions at Rustic Pathways are made without regard to race, color, religion, sex, national origin, disability, age, genetic information, veteran status, or any other class protected by law. Rustic Pathways takes all allegations of discrimination, harassment, and retaliation very seriously and will promptly conduct an investigation when warranted.

At-Will Notice

Each employee of Rustic Pathways is employed “at will,” which means either the Company or the employee may terminate the employment relationship at any time, for any or no reason, with or without advanced notice. No individual or representative of the Rustic Pathways can change this at-will relationship absent a specific, written contract signed by the Company’s Chief Executive Officer or designee.

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