- Posted 16 January 2023
- Contact NameMichele Amend
In recent times, companies such as Uber, Airbnb, Zoopla, and Just Eat have disrupted the lifestyle industry to become multi $billion businesses. Our client is on a mission to shake up the independent accommodation sector by offering a cloud-based platform to “anyone with rooms to sell, and a story to tell”.
Its flagship product aims to provide hoteliers and hosts with a convenient all-in-one solution that makes it really easy for them to manage online bookings, guests and travel agencies. Today, our client's customer base consists of 20,000 small independent B&Bs, Guesthouses, Vacation Rental Owners and Hotels using their cloud-based platform day-in day-out to run their business
Our client has regularly made the Times top 100 Tech Track index and its flagship product has won many prestigious awards since 2016, including the sought after Travolution award for best technology and Expedia’s global innovation award. It also enjoys strategic preferred partnerships with the Airbnb, Booking.com and Expedia groups.
An exciting opportunity has become available for a talented Customer Success & Training Manager to join the German leading software provider in online booking management. This is an important position focused on customer success. You will be responsible for the training and setup of new customers on the clients suite and you will also assist them in using our technology once their account is live.
Take ownership of each customer from initial remote training to online account activation
Ensure that a property’s content and rate set up is completed according to best practice in order to maximise performance on their own website and OTAs (Expedia, Booking.com etc.) using the companys suite
Resolve technical implementation issues where possible, otherwise escalate to the Technical Support or Distribution teams
Assist customers in understanding how best to use the companys technology, and resolve any technical problems they may be experiencing with the software.
Handle general business enquiries, usually related to guest reservations, and interact with major travel agencies like Booking.com, Expedia, Laterooms etc.
Set up screen share sessions in order to troubleshoot more complex issues including issues related to Windows, anti-virus and/or firewall settings for example.
Provide multi-channel support and advice using phone, live chat or web portal methods equally comfortably.
Manage and lead the German Customer Support & Onboarding teams composed of 5 people
Work with other team members to develop new training methodologies, additional client resources and documentation to support client training (e.g. help guides, email templates etc.)
Provide accurate reporting for all client contact and training on Microsoft Dynamics CRM
Anticipate and avoid problems and blocks to success and escalate fast and accurately when issues do arise
Control process on the CRM system (Dynamics 365)
Meet and exceed customer service KPIs consistently.
Native German speaker, with excellent English, eligible to work in Germany
BA/BSc degree in Computer Science, Travel & Tourism or equivalent
At least 3 years’ experience managing a customer team, customer onboarding team or implementing SaaS solutions – technical background is a MUST.
Mature and able to motivate, grow and retain by ensuring that the team feels challenged and keep their interest level high at all times. Build a passion for good service.
At ease with Boolean logic and must be data / process driven rather than only relationship driven.
Knowledge of HTML/CSS/ Website editing and experience with CMS (e.g. WordPress)
Ability to find various photo/picture/video editing tools to help advance the delivery of self-service training materials
Proficient with office programs (MS Word, PowerPoint, Excel, Internet Explorer and Outlook)
Excellent project management, time management and organizational skills
Meticulous, strong in terms of process management and quality control.
THE COMPANY OFFERS
Permanent contract, full time.
Fully remote role from Germany or hybrid - the office is located in Düsseldorf, North Rhine-Westphalia, Germany.
Combine success and fun within a great diverse company culture together with smart, driven people
About Multilingual Jobs Worldwide
Multilingual Jobs Worldwide is a leading multilingual recruitment specialist agency matching European-speaking talent with the most exciting jobs all over the world. Over the past 2 years we have recruited and helped over 1200 multilingual speakers to land their dream job with our partners in over 28 different countries.