Customer Success Advisor
Role Overview
The Customer Success Advisor is a mid-level role focused on retaining and optimizing customers to increase lifetime value, working alongside regional teams. Day-to-day responsibilities include assisting customers with product value, managing cases and tasks for quick resolution, and proactively addressing issues to prevent conflicts. This role involves deep product knowledge, customer interaction, and providing insights on retention drivers to the business.
Perks & Benefits
This role offers a hybrid remote setup in Mexico, with equity packages, mental health initiatives, generous parental leave, and paid leave for birthdays, study, and volunteering. It includes sponsored social events, employee resource groups, and investment in personal growth through training. The company emphasizes a diverse and inclusive culture, supporting work-life balance and career advancement in a SaaS environment.
Full Job Description
At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!
What We Do…
We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.
We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.
And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.
About the Customer Success Advisor role...
The Customer Success Advisor works alongside our regional teams to retain and optimize our customers and increase customer lifetime value.
We are looking for candidates with sales experience (high pressure targets, overcoming objections, and quick turnaround) and outstanding customer support skills..
What you'll do...
Assist customers to achieve maximum value from their product by leveraging deep product and hotel management knowledge
Manage daily case & task loads effectively, ensuring that customers are contacted immediately for quick and appropriate resolution
Take ownership of customer’s problems and seek to identify, respond, and resolve issues before it becomes a conflict, ensuring a satisfactory solution for SiteMinder and the customer
Be a subject matter expert of drivers of retention and provide insights to the business.
What you have...
Experience in sales or retention teams
Very comfortable talking to customers on the phone in English and Spanish
Exceptional communication skills, both written and verbal, with the ability to communicate effectively with customers, team members, and leadership.
Proven experience in sales, customer success, account management, or a similar customer-facing role.
Experience working with CRM software and customer support tools.
Experience working in a SaaS (Software as a Service) or subscription-based business mode and/or hospitality is a plus.
Our Perks & Benefits…
- Hybrid in Mexico
- Equity packages for you to be a part of the SiteMinder journey
- Mental health and well-being initiatives
- Generous parental (including secondary) leave policy
- Paid birthday, study and volunteering leave every year
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your advancement
Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.
When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.
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