Company Description

Shiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions, to food and beverage and retail systems, payment gateways, data management, online distribution and more. Founded in 1998 as a network solutions provider for hotels, and later changed to a software provider for the whole consumer market, Shiji Group today comprises 5,000 employees in 80 subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants and 600,000 retail outlets. Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.

Job Description

To support our ReviewPro team, we are looking for a vibrant, high-energy, proactive and detail-oriented Customer Success Coach, with around 2 years experience in Customer Support and the ability to analyze customer behavior metrics to recommend key actions within their organization to increase the adoption of ReviewPro products.

Responsibilities

• Responsibilities include: Primary point of contact for our accounts
• Establish a trusted advisor relationship with each of your assigned accounts
• Ability to monitor the status of onboarding of a client and help them finalize any outstanding items
• Provide training to our clients on the ReviewPro tool and key hospitality best practices
• Increasing the adoption and engagement of features and functionality of the ReviewPro tool
• Constant proactive monitoring of client engagement and health/happiness levels and regular interactions with clients (phone, email, etc)
• Regular communication to clients on new features
• Work closely with the Account Management Team to follow up on bugs and issues
• Identifying upsell and cross-sell opportunities
• Supporting the renewal process in collaboration with the Account Management and Sales Teams

Qualifications

• High level of English.
• Another language is a plus.
• Empathetic, people oriented, great relationship builder.
• Preferably, you have 2 years experience in account management or customer success role.
• Preferably with experience in the Hospitality industry.
• Strong aptitude for technology.
• Results driven.
• Experience with Salesforce.com desirable.
• Self-Starter.
• Hands-on attitude.
• Positive attitude.
• Networking skills.

Additional Information

• Competitive salary
• Flexible work schedule
• Free coffee
• Subsidized gym membership
• International team and fantastic work environment
• Team building activities and charity donation programs
• Wellness sessions