[Hiring] Advisor Success Director @Internova Travel Group

Role Description

The Advisor Success Director is a senior people-leader role responsible for leading and coaching Advisor Success Managers (ASMs) and ensuring consistent, high-quality advisor engagement, retention, and performance across a defined vertical portfolio.

• Acts as the execution bridge between strategy and day-to-day advisor support.
• Translates vertical priorities set by the VP into clear expectations, workflows, and outcomes for ASMs.
• Partners closely with VP leadership to monitor advisor health, mitigate risk, scale best practices, and elevate the overall advisor experience.
• Accountable for ASM performance, advisor portfolio outcomes, operational consistency, and cross-functional alignment in support of GTC’s growth, retention, and profitability goals.

Qualifications

• 8–10+ years of experience in the travel industry, account management, advisor support, or operational leadership.
• 3–5+ years of people leadership experience, preferably managing account managers or advisor-facing roles.
• Deep understanding of Independent Contractor advisor models and portfolio management.
• Strong analytical and operational mindset with the ability to interpret data and translate insights into action.
• Proven ability to coach, develop, and hold teams accountable to performance standards.
• Excellent communication, problem-solving, and cross-functional collaboration skills.
• Comfortable leading through change and supporting organizational evolution.
• Proficiency in Microsoft Office tools, CRM systems (Salesforce preferred), and reporting platforms (Power BI a plus).
• Willingness to travel as needed to support advisors, teams, and company initiatives.

Requirements

• Directly manage, coach, and develop a team of Advisor Success Managers aligned to a specific vertical.
• Set clear performance expectations for ASMs related to advisor engagement, retention, documentation, and data-driven account management.
• Conduct regular 1:1s, performance reviews, and development planning to build strong, consultative ASM talent.
• Ensure ASMs consistently apply Advisor Success best practices, workflows, and service standards.
• Maintain oversight of advisor portfolios across ASMs, with accountability for retention, engagement, and advisor health indicators.
• Identify at-risk advisors and escalation patterns; partner with ASMs and VP leadership on intervention and mitigation strategies.
• Review advisor performance trends, splits, engagement data, and system adoption to inform action plans.
• Support complex advisor conversations, escalations, and transitions as needed.
• Ensure smooth onboarding, vertical transitions, and offboarding execution in partnership with ASMs.
• Translate VP-defined vertical priorities into actionable plans and expectations for ASM teams.
• Support rollout and adoption of advisor-facing programs, initiatives, and strategic priorities.
• Partner with VP leadership to assess program effectiveness and advisor impact.
• Provide feedback loops from the field to inform strategy refinement and continuous improvement.
• Ensure consistent execution of Advisor Success processes, documentation, and Salesforce hygiene across the team.
• Monitor use of systems, reporting, and workflows to drive proactive advisor management.
• Partner with Operations, Finance, Technology, and Support teams to resolve systemic issues impacting advisors.
• Reinforce accountability around issue escalation, resolution ownership, and follow-through.
• Act as a key liaison between Advisor Success and cross-functional partners (Recruiting, Finance, Technology, Marketing, Learning & Development).
• Support advisor communications and ensure messaging is aligned, clear, and consistent.
• Contribute to leadership discussions, planning sessions, and performance reviews as a trusted operational partner to the VP.
• Provide leadership oversight and guidance for external corporate client support delivered by Advisor Success Managers supporting Business Travel advisors.
• Partner with ASMs on complex client escalations, strategic account reviews, and advisor-led business planning for corporate accounts.
• Ensure consistent standards for service quality, issue resolution, and advisor-client engagement across business travel portfolios.
• Collaborate with internal teams to address workflow, technology, or service model challenges impacting corporate clients.
• Support ASMs in reinforcing strong advisor-client relationships while ensuring corporate travelers receive a high-quality, consistent, and scalable service experience aligned with GTC’s business travel standards.

Benefits

• Choice of two medical plans and two dental plans.
• Vision insurance.
• Flexible spending accounts (FSAs).
• Company-paid life insurance and AD&D.
• Optional additional life insurance and AD&D.
• Disability insurance.
• Paid parental leave.
• Paid time off.
• 401k Plan with company match.
• Discounted employee travel options.
• Access to LinkedIn Learning webinars and courses.
• Discounted pet insurance and auto, home, & renters insurance.