Title: Customer Success Manager
Terms: Hybrid
Location: Considering applications for Cape Town, South Africa.
Who are we?
RoomRaccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system. Our diverse team of 110 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and Africa.
Our benefits include equity, formal training budget allowance, annual hotel allowance, as well as birthday and Xmas vouchers.
Interested? Keep reading on!
What we need?
You will be responsible for helping our existing customers in the English market to leverage the full power of RoomRaccoon by upselling a range of upgrades. These upgrades range from our own premium services including automated customer upselling and entry-level revenue management to integrations with an extensive marketplace of connectivity partners covering accounting automation, point of sale, door lock, third party revenue management software and much, much more.
What will you be doing?
Product and Market Knowledge
Identify upsell opportunities by understanding customers' evolving needs and objectives.
Collaborate with the sales team to develop tailored proposals and strategies for expanding customer usage.
Deliver demos of RaccoonPay and showcase additional benefits to interested hoteliers.
Develop a comprehensive understanding of our product suite, competitor offerings, and pricing.
Customer Engagement and Relationship Building
Proactively engage with hoteliers to understand their business goals, challenges, and objectives.
Serve as the primary point of contact, fostering strong relationships with key stakeholders.
Conduct regular check-ins and reviews with customers to monitor progress and satisfaction levels.
Identify opportunities to optimize and enhance hoteliers' experiences based on feedback and usage patterns.
Provide training and educational resources to empower hoteliers to maximize our products.
Customer Retention Strategies
Develop and execute strategies to proactively address customer concerns and mitigate churn risks.
Requirements?
Non-negotiable: Language requirement: Fluent English
2+ years of work experience in a similar role
Hotel experience
Experience with upselling & cross-selling
SaaS experience is advantageous
Patient and empathetic towards customers, but naturally able to lead a conversation, deal with emotions and not afraid to upsell
Motivated working in a high-tech, fast-paced, entrepreneurial environment, requiring strong prioritisation abilities
Self-motivated & able to deliver under pressure
Team-player
Organised and great eye for detail
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