Customer Success Specialist

extra holidays - extra parental leave
Work set-up: 
Full Remote
Contract: 
Experience: 
Entry-level / graduate
Work from: 

Offer summary

Qualifications:

At least 1 year of experience in Account Management, Sales, Revenue Management, or Customer Success within Hotels, OTAs, or HotelTech., Strong communication skills in Georgian and English; Russian is a plus., Proactive attitude and ability to build strong client relationships., Comfortable with CRM software, Excel, Power BI, and helpdesk systems..

Key responsibilities:

  • Serve as the primary contact for local clients, addressing queries and issues.
  • Evaluate client performance and suggest improvements to enhance revenue.
  • Conduct regular check-ins and quarterly reviews to monitor progress and identify growth opportunities.
  • Collaborate with internal teams to resolve client issues and promote online sales.

Exely logo
Exely SME https://exely.com/
51 - 200 Employees
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Job description

Exely is a global IT company specialising in online solutions and websites for hotel industry. We help hoteliers increase their direct sales and automate operations. With a client base of over 5000 properties from 56 countries, ranging from small hotels to large resorts, we are committed to delivering exceptional customer service and support. Our distributed team works from 20 countries in APAC and EMEA regions and speaks 35+ languages providing an exceptional possibility to share global exchange experience.

Our team is growing rapidly in the APAC region and are looking for a Customer Success Specialist to increase revenue of our clients (hoteliers) in Batumi or Tbilisi, Georgia (preferrence will be given for those based in Batumi).

Are you passionate about maximizing hotel revenue and building strong relationships with clients? Apply for Customer Success Specialist position at Exely, where you will have the opportunity to help hotels streamline their workflows and boost their revenue with our innovative online solutions.

As a Customer Success Specialist, you will:

  • Be the primary contact for local clients in Georgia, addressing any queries or issues early on;
  • Observe and evaluate client performance to determine ways to enhance it, and provide suggestions accordingly;
  • Arrange and hold frequent checkins and quarterly business reviews to monitor client progress and discover new prospects for growth. We expect you will be able to handle 15 onsite meetings per month with clients;
  • Work alongside internal teams to fix client problems promptly and ensure their experience is smooth;
  • Work with the current customer base proactively to boost direct online sales;
  • Keep focus on revenue strategy and help partners in achieving high results;
  • Participate in local events and be engaged in the proactive marketing activities such as webinars, exhibitions and business breakfasts with partners;
  • Work in an global team and have a good opportunity to exchange experience and implement the best practices in life;
  • Maintain a good knowledge of our products and keep yourself informed about current industry trends and top practices;
  • Promote our clients interests within the organisation, encouraging the creation of new product features and developments, based on feedback from our clients.
    • Frequency of travelling: Business trips to Tbilisi at least once per 3 months.

      Probation period:
      The first three (3) months of your employment will be considered as a probationary period. During first 2 months, you’ll attend courses related to our IT products and service rules, and youll be onboarded by Customer Support Department and after that, starting 3d month you’ll start your work in Customer Success Department.

      Expected results for probation period:

      • Pass product certification;
      • Pass support certification;
      • Pass analytics tools for Customer Success Specialist certification;
      • Pass the usability of the hotels website certification.
        • Requirements

          • Based in Batumi or Tbilisi, Georgia;
              • At least 1 year handson experience within Account ManagementSalesRevenue managementCustomer Success in HotelsOTAsHotelTechITcompaniesEcomAirlines;
              • Experience in OTAHotels (RevenueSalesMarketingEcom departments) would be a great advantage;
              • Knowledge of revenue structure of hoteliers would be a great advantage;
              • Strong communication skills, both written and verbal Georgian and English;
              • Fluency in Russian language is a plus;
              • Very proactive, able to build strong relationships with clients;
              • Strong analytical skills;
              • Comfortable with CRM and computer software (Excel, Power BI);
              • Comfortable with ticket and helpdesk systems (Zendesk, Omnidesk, or Jira).
                • Benefits

                  • Competitive salary based on your experience;
                  • Commissions based on KPI;
                  • Its remote full time job with working hours 09AM6PM;
                  • Laptop, headset and mobile phone for work;
                  • You will have a dedicated training manager, with onboarding and constant support from an experienced manager. Initially, you will be accompanied by members of our international team to meetings;
                  • The startup environment is fastpaced and constantly growing, with full support from our established international team;
                  • The company covers business trips around Georgia;
                  • English Speaking Club with colleagues from around the world;
                  • Online&Offline camps, workshops and gatherings;
                  • Network with colleagues from all over the world (Random Coffee Program).

Required profile

Experience

Level of experience: Entry-level / graduate
Spoken language(s):
GeorgianEnglish
Check out the description to know which languages are mandatory.

Other Skills

  • Analytical Skills
  • Communication
  • Microsoft Excel
  • Sales
  • Relationship Building
  • Teamwork
  • Problem Solving

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