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Customer Success Executive
4 months ago
About the job
Our goals are ambitious, our technology is exciting, and our partners are amazing. If this sounds like the challenge you enjoy, we’ll reward you with:
- A competitive salary (circa £25k - £28K) and bonus scheme
- A great working environment where we promise you will be valued, supported and mentored.
- A chance to develop a role that you put your stamp onto.
- The opportunity to be responsible for your own customer portfolio as the company grows.
- A role where your voice is heard and respected.
- The opportunity to work in a dynamic industry (we think it is the best industry in the world)
Reporting directly to our Head of Customer Success, you will work with our Customer Success Team but you will also need to have an understanding of our technology and how it works, so there will be lots of opportunities to work with the Development Team (don’t worry, we will support you with that…)
Roles and Responsibilities:
· Building and maintaining customer relationships: develop strong relationships with customers to understand their goals, objectives and challenges. Act as the main point of contact for customers, providing support, guidance and assistance throughout their journey.
· Supporting existing members of the team with customer onboarding and training: Assist customers in getting started with the Right Revenue product, ensuring a smooth onboarding process. Support our team with training sessions and provide resources to help customers understand our product’s features and capabilities.
· Proactive customer engagement : Proactively reach out to customers to understand their needs, identify opportunities to improve either our service, product offering or upselling, and of course to gather feedback.
· Problem resolution and support: Serve as a liaison between our amazing customers and the internal teams such as sales, product development, technical team or senior management. Then co-ordinate the resolution of any issues (with the support of the existing team)
· Customer success metrics: Monitor and analyse customer success metrics such as adoption rates and customer satisfaction. Use data driven insights to identify trends, opportunities and areas for improvement.
· Customer Success Planning: Collaborate with customers to develop success plans, outlining specific goals, milestones and action steps. Work with customers to align their objectives with our product and service and provide guidance on how to achieve desired outcomes,
· Customer advocacy: Act as a customer advocate within the organisation, representing our customer’s needs and interests. Provide feedback and suggestions to the Product Team and Senior Management about product enhancements.
In short, our customers are key… our service levels need to stay market-leading and we need your help to do that.
Required Skills & Experience:
- Passion, drive and a desire to do the best job possible.
- Have a customer-centric mindset and a strong commitment to delivering exceptional customer experiences.
- Motivated and driven to meet and exceed targets.
- Knowledge of the hospitality industry either in revenue management / front office or reservations is key. Do you know your ADR versus your Revpar???
- Technical aptitude: Familiarity with software applications and ability to understand and explain technical concepts to non-technical users (again, we can support you with the details of our solution).
- Great communication skills, you need to be happy to talk directly to customers and represent our company culture through everything you do.
- You may well be asked to travel so we need a clean driving licence and the ability to work predominately from our Saintfield office.
- Well organised and be responsible for reporting and admin.
- Great at problem solving. You will be supported at all times but we love new ideas and want to hear them.
- An ability to work within structure when required but also the ability to be flexible and re-act to both customer and business needs.
- We work in a busy, dynamic and ever-changing environment. We are fast paced so we need someone who is willing to adapt and remain flexible.
If you are interested, send your CV to ask@rightrevenue.co.uk by 07 June 2024 - we are excited to hear from you
