Customer Success Specialist - Remote

Overview

Exely is a global IT company specialising in online solutions and websites for hotel industry. We help hoteliers increase their direct sales and automate operations. With a client base of over 5000 properties from 56 countries, ranging from small hotels to large resorts, we are committed to delivering exceptional customer service and support. Our distributed team works from 20 countries in APAC and EMEA regions and speaks 35+ languages providing an exceptional possibility to share global exchange experience.

In Short

• Be the primary contact for local clients in Georgia, addressing any queries or issues early on;
• Observe and evaluate client performance to determine ways to enhance it, and provide suggestions accordingly;
• Arrange and hold frequent check-ins and quarterly business reviews to monitor client progress and discover new prospects for growth.
• Work alongside internal teams to fix client problems promptly and ensure their experience is smooth;
• Work with the current customer base proactively to boost direct online sales;
• Keep focus on revenue strategy and help partners in achieving high results;
• Participate in local events and be engaged in proactive marketing activities such as webinars, exhibitions and business breakfasts with partners;
• Work in a global team and have a good opportunity to exchange experience and implement the best practices in life;
• Maintain a good knowledge of our products and keep yourself informed about current industry trends and top practices;
• Promote our clients' interests within the organisation, encouraging the creation of new product features and developments, based on feedback from our clients.

Requirements

• Business trips to Tbilisi at least once per 3 months.
• The first three (3) months of your employment will be considered as a probationary period.
• During the first 2 months, you’ll attend courses related to our IT products and service rules.
• You'll be onboarded by Customer Support Department and after that, starting the 3rd month you’ll start your work in Customer Success Department.
• Expected results for probation period include passing product certification, support certification, analytics tools for Customer Success Specialist certification, and usability of the hotel's website certification.

Benefits

• Opportunity to help hotels streamline their workflows and boost their revenue.