Customer Success Manager (Europe) - Remote [CX381]

Customer Success Manager (Europe) - Remote [CX381]

02 jun

02 jun



Cloudbeds is a travel industry startup that works to make the world a more welcome place. We make advanced cloud-based hospitality software for hotels, hostels, vacation rentals, and groups that manages reservations and guests, distributes room availability, sells inventory, and collects payments. Our hundreds of team members are distributed across over 30 countries and, altogether, we speak 20+ languages. How do we do it? On a #remotefirst platform that allows every member of our team to work from wherever they are around the globe. We’re looking for people who want to disrupt the travel industry and love to travel as much as we do.

We’re looking for Customer Success Managers (CSM)

who want to disrupt the travel industry and love to travel as much as we do. As a CSM, you will make our company motto of “more reservations, happier guests” a reality by providing strategic guidance to our customers around the world.

Location: Remote - You will work your local hours!

What You Will Do:

- Monitor a segment of Cloudbeds customers with associated retention goals

- Analyze customer data to improve customer utilization

- Manage customer escalations related to the strategic use of Cloudbeds software

- Seek to promote the value of the product and upsell services and products

- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company

- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs

- Prepare reports on account segmentation status

- Gather client feedback and requirements for future releases of the software

- Resolve customer complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers

- Use training materials to keep up-to-date with the latest system updates

- Enter critical support and activity notes in Salesforce

- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations

Key Competencies Include:

- Exceptional ability to communicate and foster positive business relationships

- Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization

- Ability to clearly communicate & synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design).

- Proven ability to manage multiple projects at a time while paying strict attention to detail

- Excellent listening, negotiation, and presentation skills

- Excellent verbal and written communications skills

- Self-motivated and able to thrive in a results-driven environment

- Natural relationship builder with integrity, reliability, and maturity

- Ability to prioritize among competing tasks

- Critical thinking and problem-solving skills

- Excellent time and project management skills. You're always looking to improve inefficient processes

You’ll Succeed With:

- 2+ years of CSM or related SaaS experience

- Experience in hospitality/tourism

- Communication skills and a positive attitude

- Problem-solving skills and emotional management

- Skill with computers and systems

- Excellent internet/wifi connection

Our company culture supports flexible working schedules with an open Paid Time Away policy and gives all team members the opportunity to travel and work remotely with great people. If you think you have the skills and passion, we’ll give you the support and opportunity to thrive in your career. If you would like to be considered for the role, we would love to hear from you!

Company Awards to Check Out!

- Fastest Growing Companies | Inc. 500 (2018 & 2019)

- Best Places to Work | Inc Magazine (2017 & 2018)

- Best Places to Work | HotelTechReport (2018, 2019, 2020, 2021)

- Start-Ups to Watch | Forbes (2018)

- Best Startup Employers | Forbes (2020)

- Technology Fast 500 | Deloitte (2020)

- Top 100 North America | Red Herring (2020)

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