Play a critical support role across all aspects of the American Marketing Association, helping guide the way to redefine the AMA membership model, grow awareness and advocacy, and refine the customer experience.
Drive adoption, retention, and engagement across a high-volume portfolio of small to mid-sized customers. Balance automation, data insights, and human touch to deliver exceptional outcomes. Own the customer journey across onboarding, adoption, risk mitigation, and renewals for hundreds of accounts, working to maximize usage and ensure customers derive ongoing value from Spellbook.
Assist with client communications, itinerary updates, and travel issue resolution. Respond to client inquiries about existing or upcoming trips. Resolve travel issues (delays, cancellations, schedule changes) in real time. Communicate with airlines, hotels, and tour providers to make changes. Confirm itinerary details, send reminders, and provide travel tips. Document interactions and maintain client records in our CRM system.
We're looking for a motivated, detail-oriented Customer Support Specialist who thrives in a fast-paced, remote environment. You’ll play a vital role in ensuring smooth client experiences by assisting with questions, confirming reservations, and troubleshooting travel-related concerns.
In this role, you will support clients before, during, and after their travel planning process by providing timely communication, resolving issues, and ensuring a smooth and stress-free experience. The ideal candidate has a passion for helping others, strong communication skills, and a commitment to delivering exceptional service in the travel space.
Manage a portfolio of accounts and lead both adoption and renewal activities to ensure long-term success. Work collaboratively with internal teams to understand customer needs, identify growth opportunities, and proactively manage risk. Be accountable for securing renewals, supporting adoption strategies, and serving as a point of escalation when necessary.
The Experience Partner 2 manages a portfolio of mid-tier clients across the full customer lifecycle, participating in pre-sales discovery, leading implementation coordination, and ensuring long-term client success through strategic engagement and growth planning. This role requires a balance of consultative client management and cross functional collaboration.
The Customer Success Manager role plays a key role in driving strategic customer success initiatives. Responsible for fostering long-term relationships, this role involves conducting business reviews, addressing escalated issues, and collaborating with cross-functional teams to maximise customer satisfaction and revenue growth.
Respond promptly to customer inquiries via phone, email, chat, or other communication channels in Spanish and English. Provide accurate information about products, services, policies, and procedures. Troubleshoot and resolve customer issues with empathy and efficiency. Document customer interactions and maintain detailed records in the CRM system.
The Customer Success Engineering role is demanding and requires strong organizational skills and an ability to multitask, you'll work directly with all users to ensure they can get the most value from the platform. This role provides broad exposure across the organization, it's perfect for strong team players that want to have impact across the company and with customers.