Customer Success / Account Manager

Who is Our Client

Our client is an award-winning, Denver-based software company committed to above and beyond service, unprecedented ROI to our customers, and ridiculously crazy giving to charity.

They offer SaaS-based Retail Management Software including self-service payment solutions to a variety of channels within the hospitality industry including hotels, glamping sites, and luxury residences.

What Our Client Does

They have a huge passion for those grab-and-go retail spaces that mean the world to visitors when they need a quick on-premise meal, snack, beverage, or forgotten essential. Their self-service kiosks make retail transactions safe and guest-controlled in the new Covid world.

Using their data and retail expertise, they design easy-to-implement retail spaces and provide the technology needed for non-retail business operators to succeed at retail without the need to fully understand the ins-and-outs of running a retail store.

Why Our Client Does It

They firmly believe that those who are blessed with success and opportunity should give on a ridiculous level to those who have little chance at either. They give 1% of top line revenue to charities that provide life-saving resources to the poorest of the poor and the utterly forgotten. All of their team members participate in annual campaigns, events, and volunteer projects to help improve the lives of those in greatest need.

What You’ll Do

1. Provide above and beyond service to customers, fellow team members, and those the company serves through charity.
2. Identify the tools, processes, and people needed to exceed the company’s core values, metrics, mission, and goals.
3. Know the product, solutions, and services better than anyone, so you can help the users succeed and help the company serve

And All the Other Things

• Become an expert on the company’s retail management system
• Serve as single point of contact for new/onboarding customers
• Facilitate account walkthroughs and assist customers with implementation and support issues, with Tier 1 technical and general inquiries
• Communicate set-up requirements and customer expectations
• Educate customers on the product’s capabilities and best practices to simplify adoption and align expectations
• Develop relationships with customers in order to increase revenue
• Pursue relationships with potential new accounts and seeks business expansion opportunities with current clients
• Operationalize the onboarding process through checklists, processes, and documentation
• Leverage feedback for continuous improvement for onboarding and support
• Travel on-site to properties for setups and training, about 65% of the time
• Respond to customer queries in a timely and accurate way, via phone, e-mail, or chat
• Comfortable speaking to customers on the phone, navigating web applications, using scheduling software and resolving issues, inquiries and complaints
• Genuinely enjoys helping clients get the best value of our software – and often their actual retail stores – in the midst of busy hotel operations
• Identify customer needs and help customers use specific functions and features
• Build relationships between customers and the support team
• Respond to and record customer inquiries, documenting actions in customers’ accounts
• Prepare for customer inquiries by studying products, services, and customer service processes.
• Improve quality service by recommending improved processes and identifying new product and service applications
• Proactively manage active/live accounts to include but not limited to case management, supplemental training, and overall retail success monitoring
• Share feature requests and effective workarounds with team members
• Follow up with customers to ensure their technical issues are resolved
• Convey customer escalation requests to proper recipient

What Our Client Needs from You

• Preferred hotel and/or other hospitality related experience
• University/college degree is an asset
• Familiarity with office software and phone systems a plus
• Previous experience, especially in Software as a Service industry and/or fast-growth startup environment preferred
• Superior customer service skills
• Experience using a Customer Relationship Management (CRM) system
• Demonstrated and quantifiable troubleshooting skills
• Be adaptable, professional, courteous, motivated, and work well independently as well as on teams
• Demonstrated customer service skills and success exceeding customer expectations
• Strong written and verbal communication skills
• Strong organizational skills and ability to self-manage
• Strong attention to detail and focus on producing quality work products and results
• Thrive in an often hectic environment
• Adaptability and flexibility

Benefits: 

Our client values their employees’ time and efforts. Their commitment to your success is enhanced by their competitive compensation of $45-55k+ bonus annually and an extensive benefits package including:

• Medical, dental, and vision insurance
• 401(k) employer match program
• Awesome (and safe!) office on the Platte in Denver – wait ‘til you see our deck!
• Catered happy hour (Every Friday)
• Company picnics, retreats, parties, bowling, planking, and rewarding service projects

As they’re a company 100% driven by team, service and culture, they do not offer ongoing telecommuting schedules for most positions. They do offer flexible schedules and generous paid-holidays and PTO to maintain work/life balance.

Our client is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.