Client Implementation Specialist Sweden Client Implementation · Göteborg, Stockholm · Hybridarbete
2 weeks ago
ABOUT US:
Reed & Mackay Sweden, formerly known as Resia, has become part of Reed & Mackay in 2023. With more than 50 years of experience in the travel industry, we are serving our clients in the areas of business travel, meetings & events as well as congress, both locally as well as internationally. Our Swedish headquarter is based out of Gothenburg and we have offices in Stockholm, Malmö, Sundsvall and Örbero.
About the role:
Thanks to the continued successful growth of our business and our philosophy around continuous improvement, this role requires the necessary skills and expertise to successfully implement new business into Reed & Mackay where there is a requirement for online and/or high touch servicing – on a local, regional or global basis.
One of the key aims of this role is to ensure that new business is implemented in a timely manner working closely with the client in a project management approach that delivers a smooth transition to Reed & Mackay thereby ensuring a strong foundation for communication and management during the life of the contract.
This role requires a good communicator preferably with experience in implementation and/or project management skills. Much of the key responsibilities will be client facing, you will become an ambassador for Reed & Mackay and so able to showcase the value of Reed & Mackay (R&M) along with our excellent service offering and technology suite.
This role is embedded in our European organisation whilst being fully dedicated to our Swedish market.
KEY RESPONSIBILITIES:
- Project management; be the lead person for the management of the implementation project on behalf of the client and R&M
- To actively consult with clients during the implementation process; assisting and encouraging them to evaluate their processes to identify any possible improvements to work streams and show casing any efficiencies or innovation that can be introduced.
- Work with target groups of key stakeholders that have the potential to drive the change process; identify any areas of resistance to change and use of R&M and manage effectively
- Identify key dependencies, milestones and showstoppers so these are met and managed effectively with the client.
- Support the R&M Client Success Manager and the client in communicating all aspects of the change of TMC and launch of R&M
- Be responsible for the go-live and any training strategy that will have been recommended to customers to ensure successful adoption and ramp of a customer’s business
- Produce, update and distribute any neccessary documentation for implementation both internally and externally, in a timely manner
YOUR COMPETENCIES:
- Experience of working on new client implementations ideally within the travel industry
- Have a fair understanding of:
- IT process and understanding of the published roadmap (Feeds, Hand-offs, common security questions (i.e. certifications, etc)
- our Operations processes including (out of hours, languages, hubbing, etc…)
- methods of payment, currencies supported, invoicing, exchange and refunds process
- Special deep-dive knowledge of how to implement and recommend Approval processes and policies.
- Knowledge of Amadeus GDS is preferable but not essential
- Fluent in both Swedish and English language
- Knowledge of Salesforce and Smartsheet preferable but not essential
- A strong team player with the dexterity to support colleagues and clients
- Inquisitive with the ability to use own initiative to solve problems in a methodical manner
- An excellent communicator who knows how to motivate and get the very best out of people – make complex look simple
- Integrity will be important to you - open, honest, and direct – with the ability to fit well within the company’s continuing desire to maintain values in developing culture and where all are treated with respect
- Able to build solid relationships with our suppliers to facilitate changes
- Highly customer service orientated, and solution focused with the ability to anticipate client needs
- Highly organised and efficient individual with methodical approach to problem solving and a keen eye for detail.
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