Customer Success Advisor

About Us      

Event Temple is a high-growth technology company based in Vancouver, BC. We are the world’s leading Hotel Sales and Catering software. We’ve been voted #1 in the world in the Hotel Tech Awards 12 times in a row, and we’re growing rapidly.

We help make travel and events happen. At Event Temple, we believe in helping people of great character thrive, and we are on a mission to create the future of sales and catering and be the most respected and innovative solution for hotels around the world.

You would be joining a high functioning Customer Success Team with a strong record of Customer Satisfaction Scores (CSAT) who work hard and support each other, and our customers, with integrity.

Location: Remote friendly, must be based in Canada in timezones PST or MT.

Who you are

A Customer Advocate

• You love customer interactions!
• You’re a trusted advisor. You have the confidence to offer our customers a different perspective or approach when you see a better path, you help our customers make confident decisions. 
• Experience in areas of the hotel industry such as banquets, front desk, group reservations, sales or catering is preferred so you can speak in the voice of our customer.

Solutions oriented

• You are technically adept and are able to dig deep into problems and come out with a creative solution. You will escalate to the engineers when needed, but will do your best to problem solve long before that.
• You bring an understanding of root cause business analysis. You are willing to seek to understand how our clients think and are not afraid to make bold suggestions to get them to their ultimate business goals.

Accountable

• Reporting to the Director of Customer Success, West, you are held accountable to a core set of KPIs that include, but are not limited to: 
  • CSAT Scores from clients on Intercom
  • Customer Experience (CX) Scores from clients on Intercom
  • Net Promoter Scores - overall customer satisfaction
  • The accuracy of our Knowledge Base Articles
  • Initial Response time for clients
  • Time to close a ticket with a client
  • Churn 

• You will work with the Director of Customer Success to develop a plan for your career growth at Event Temple. You are the driver of your own success. It will be on you to execute that plan to its fullest, and we will be there to cheer you on along the way.
• Other tasks as required, very occasional work outside normal hours.

What does the day-to-day look like?

This role is a big-thinker’s dream! Event Temple is a scrappy start-up business that will settle for nothing but the hardest working of people. Our Customer Success Advisors’ work days are broken down into:

• Responding to inbound customer inquiries that come through our various channels including chat, email, and phone.
• Diagnosing customer issues, and making recommendations from a technical or business standpoint via chat, email, phone and Zoom.
• Cataloging bugs and ensuring that the engineering team has all appropriate reproduction steps to rectify them as efficiently as possible.
• Understanding and document customer stories that inform feature requests.
• Actively contribute to our knowledge base.
• Submitting feature requests on behalf of the clients.
• Monitoring answers of our AI agent and making sure that the answers are accurate.

Qualifications

• Minimum 2 years of experience in SaaS or similar role.
• Tech savvy and eager to learn.
• Exceptional communication skills.
• Ability to work independently in a remote environment and to create connections with remote co-workers.
• Must be able to commit to regular 9-5 work (PST or MT time zones).
• Experience in areas of the hotel industry such as banquets, front desk, group reservations, sales or catering is preferred.

Benefits

• Health and dental benefits. 
• Work From Home/Remote.
• Competitive compensation.
• Building a company and being a part of a success story.
• High-performance team.

Salary range: 55k to 65k CAD annually (the final range will be defined based on candidate's experience and skills).

We don't offer relocation support for this job posting.