Customer Success Coordinator (3 Months Contract, Full Time)

at  LodgeLink

QUALIFICATIONS

• 3+ years’ experience in data analytics, customer service or travel management.
• Experience working in one of the following industries: software as a service; hospitality; travel management; travel agencies; workforce accommodations.
• Methodical and logical approach to problem solving with a high attention to detail.
• The ability to analyze, model and interpret data.
• The ability to plan work and meet deadlines.
• Proven experience to develop and deliver impactful presentations and demonstrations.
• Experience coaching, training, or educating that involves tailoring your message to your audience.
• Willingness to learn the key processes related to booking and managing workforce accommodation.
• Willingness to learn basic terminology and process flows related to approving, tracking, and reporting on costs. You don’t need to be an accountant or administrator, but you can’t be afraid of talking to those types of people about these types of things.
• Strong active listening skills and attention to detail.
• Must be willing to travel as required.
• Strong computer skills including an understanding of Microsoft applications.
• Strong communication skills and the ability to influence.

ABOUT LODGELINK

LodgeLink, a Black Diamond Group company headquartered in Calgary, Alberta, Canada is more than just a digital marketplace and ecosystem for crew travel; we’re a caring tech company on a mission to transform workforce travel. Our digital platform is the key to unlocking seamless solutions for finding, booking, and managing crew travel and accommodation needs. Powered by a growing network of hotel and lodge partners, we address the unique challenges of crew travel, applying technology to streamline the entire process from booking to management, payments, and cost reporting. At LodgeLink, we’re not just saving our customers time and money; we’re changing the future of workforce (crew) travel – for the better.
United by our vision to be THE ecosystem for workforce travel, our values reflect our commitment to collaboration, agility, dependability, inventiveness, and audacity. As a diverse and inclusive team, we come together, sharing ideas, building disruptive technology, and tackling complex problems. Our relentless pursuit to deliver value and superior customer experiences is inspired by a collective passion to ‘Create A Better Way’ for all.
At LodgeLink, we’re seeking exceptional team players with an entrepreneurial spirit to contribute to our rapid growth. If you crave a career, not just a job, we could be the perfect fit.

LodgeLink Total Rewards | Caring for our team is a priority, and we’re pleased to provide these benefits:

• Building a diverse and inclusive team, supporting career growth and development.
• Competitive base salaries.
• Share Appreciation Rights program for salaried employees.
• Paid vacation days and sick days.
• An employee charitable donation program.
• Hotel and travel discounts.
• Comprehensive benefits package including extended health, vision, dental, Health Spending Account, TeleDoc, Employee Assistance Program, Life, Long-term Disability, AD&D, and Critical Illness Insurance.
• Located in beautiful Eau Claire in downtown Calgary, within a 5-minute walk to Prince’s Island Park
• Company-hosted events, and a game room.
• Ability to join our Social Club and join colleagues for fun events such as golf, bowling, curling, stampede events and more.
• Free access to the Aspen Properties Fitness Centers.

LodgeLink is a Black Diamond Group company. Learn more: www.lodgelink.com
Black Diamond Group is a publicly traded company with 20 years of experience in modular space and workforce solutions, and operations across Canada, the United States, and Australia. Learn more: www.blackdiamondgroup.com

ABOUT THE ROLE

We are hiring for a Customer Success Coordinator role in Calgary, AB. This is a fixed-term contract role for 3 months, but could become longer-term, depending on business needs. This role is hybrid - in-office with 20% flexibility to work from home.
Customer Success Coordinator reports to the GM, Customer Success and plays a key role in our customers’ experience. The role is responsible for analyzing customer booking data and identifying opportunities to educating customers on the benefits of LodgeLink, teaching customers how to best configure their LodgeLink account to maximize the efficiencies gained from using LodgeLink and provides valuable feedback to our product development team on required modifications or new features. This position requires a passion for excellent customer service, solid data analytics, a curious nature, attention to detail and a can-do attitude. Working for a startup means solving new problems and stepping outside your comfort zone almost every day. You must love these challenges to love working here.
The ideal candidate for this role is highly organized, detail-oriented, and skilled at managing administrative tasks while delivering excellent customer service. They can efficiently handle customer inquiries, prioritize tasks, and collaborate with internal teams to ensure smooth service delivery.
With strong problem-solving abilities and a customer-first mindset, they proactively address customer needs, maintain accurate records, and improve processes. This candidate thrives in fast-paced environments, balancing multiple projects with precision and a commitment to exceptional service for both internal and external stakeholders.

DUTIES AND RESPONSIBILITIES

• Mining, gathering and organizing data in Excel from primary and secondary sources. Sources could include: PowerBI, HappyFox, LodgeLink Admin Platform, and Salesforce
• Analyze Customer Data to identify and correct discrepancies in bookings.
• Identify training opportunities for customers or employees.
• Improving processes and identify product enhancements that may be required.
• Relay valuable customer feedback on product enhancements, attend product review meetings and assist in testing new product features.
• Investigate booking related transactions with various internal teams to seek a resolution.
• Confirm accuracy of Payment ID and Tracking codes when editing bookings
• Contacting the customer to inquire about duplicate bookings
• Identifying patterns and trends in data sets.
• Data auditing and clean up – reconciling discrepancies, adding missing data and identifying other discrepancies in the system while working towards resolution with various teams.
• Work closely with dedicated Account Managers and Customer Success Representatives, documenting all account activities in Salesforce.
• Conduct product demonstrations in-person or online as part of the ongoing education of existing customers, showcasing LodgeLink features and benefits.
• Helping to configure customer accounts for maximum efficiency. This involves learning about how they manage crew accommodations, how they track costs and what approvals are required prior to paying invoices; then recommending how to use the existing LodgeLink functionality to benefit them.
• Develop training materials to assist with demonstrations and self-serve learning (done in conjunction with the marketing team).