Customer Success Team Lead
6 months ago
**About Us**
Travelnest is a vacation rental technology business. We have created a platform that enables holiday let owners to set up, manage and optimise all of their marketing from one place. We aim to become the world's most host-centric company, empowering hosts to realise their ambitions by unlocking the potential of accommodation, everywhere.
By joining us you will be working on a product that has the potential to really transform booking gains for our customers. We have an ambitious goal of winning the global market and we believe that our team can build a product our customers love and use, time and time again.
**About the Role**
Our customers are vacation rental owners who own 1-5 properties. They are engaged in the success of their rentals but often lack the time to manage marketing and commerce activities. Our service enables them to focus on their other priorities without compromising their rental income.
**Hybrid Working**
At Travelnest, we recognise the benefits of flexible working arrangements and strive to provide a balanced approach that meets both the needs of our employees and the company.
- **Initial Training and Onboarding**: The first 1 month will be conducted in-person at our office to facilitate effective training and integration into our team.
- ** Long-term Hybrid Working**: Following the initial training period, employees are expected to work from the office at least 3 days per week. This allows for collaboration, team meetings, and access to resources, while also offering the flexibility to work remotely for the remaining days.
**Key Responsibilities**:
**Team Leadership**: Lead, mentor, and develop a team of Customer Success Advisors to ensure they are equipped to provide exceptional service and support to our customers.
- **Strategy Development**: Develop and implement strategies to optimise customer success, drive engagement, and maximise the value customers receive from Travelnest.
- ** Performance Management**: Monitor and evaluate team performance, setting clear goals and KPIs, and providing regular feedback and coaching.
- ** Customer Advocacy**: Act as a senior point of contact for escalated customer issues, ensuring swift resolution and maintaining high levels of customer satisfaction.
- ** Process Improvement**: Identify opportunities to streamline processes and improve the efficiency and effectiveness of the Customer Success team.
- ** Cross-Functional Collaboration**: Work closely with the product, marketing, and sales teams to ensure customer feedback is integrated into product development and to align on strategies for customer success.
- ** Customer Insights**: Analyse customer data and feedback to identify trends and insights that can inform product and service improvements.
- ** Reporting**: Prepare and present regular reports on team performance, customer success metrics, and strategic initiatives to senior management.
**Qualifications**:
- **Experience**: Previous experience in a customer success, account management, or a related field, with at least 2-3 years in a leadership or management role.
- ** Leadership Skills**: Proven ability to lead, inspire, and develop a team, with strong performance management and coaching skills.
- ** Strategic Thinking**: Ability to develop and execute effective customer success strategies that drive engagement and value.
- ** Communication Skills**: Excellent verbal and written communication skills with a strong ability to convey information clearly and empathetically.
- ** Problem-Solving**: Strong analytical and problem-solving skills, with the ability to think creatively.
- ** Technical Aptitude**: Comfortable using digital tools and platforms, with the ability to quickly learn new technologies.
- ** Customer Focus**: A passion for helping customers succeed and a commitment to delivering exceptional service.
- ** Adaptability**: Ability to adapt to a changing environment and lead a team through periods of growth and transformation.
**Why Join Travelnest?**
- **Innovative Environment**: Be part of a forward-thinking company that values innovation and creativity.
- ** Supportive Culture**: Work in a collaborative and supportive environment where your contributions are valued.
**Equal Opportunities**
Travelnest is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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