Customer Success Manager

Company Description

Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.

Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.

The best hotels run on Shiji—day and night.

Job Summary To support our ReviewPro team, we are looking for a young minded, vibrant, high-energy, proactive and detail-oriented Customer Success Coach, with experience in Customer Support and the ability to analyze customer behavior metrics to recommend key actions within their organization to increase the adoption of ReviewPro products.

What You'll do

• Responsibilities include: Primary point of contact for our accounts.
• Establish a trusted advisor relationship with each of your assigned accounts.
• Ability to monitor the status of onboarding of a client and help them finalize any outstanding items.
• Provide training to our clients on the ReviewPro tool and key hospitality best practices.
• Increasing the adoption and engagement of features and functionality of the ReviewPro tool.
• Constant proactive monitoring of client engagement and health/happiness levels and regular interactions with clients (phone, email, etc)
• Regular communication with clients on new features.
• Work closely with the Customer Success Team to follow up on bugs and issues.
• Identifying upsell and cross-sell opportunities.
• Supporting the renewal process in collaboration with the Customer Success and Sales Teams.

Requirements

• Native/Professional level of English.
• Another language is a plus.
• Empathetic, people oriented, great relationship builder.
• Preferably, you have experience in customer success role.
• Preferably with experience in the Hospitality industry.
• Strong aptitude for technology.
• Results driven.
• Self-Starter.
• Hands-on attitude.
• Positive attitude.
• Networking skills.

Benefits

• Growth and well-being through access to platforms like Pluralsight, GoodHabitz, and OpenUp.
• Flexible work schedule/hybrid working model.
• Free coffee, fresh fruit at the office.
• Brand new office located in the center of Barcelona.
• International team and fantastic work environment.
• Team building activities and charity donation program.