Customer success manager (apac) - remoteCloudbeds

Cloudbeds is a travel industry startup that works to make the world a more welcome place. We make advanced cloud-based hospitality software for hotels, hostels, vacation rentals, and groups that manages reservations and guests, distributes room availability, sells inventory, and collects payments. Our hundreds of team members are distributed across over 30 countries and, altogether, we speak 20+ languages. How do we do it? On a #remotefirst platform that allows every member of our team to work from wherever they are around the globe. We?re looking for people who want to disrupt the travel industry and love to travel as much as we do.
We?re looking for Customer Success Managers (CSM) who want to disrupt the travel industry and love to travel as much as we do. As a CSM, you will make our company motto of ?more reservations, happier guests? a reality by providing strategic guidance to our customers around the world.
Location: Remote - You will work your local hours!
What You Will Do:
Monitor a segment of Cloudbeds customers with associated retention goals
Analyze customer data to improve customer utilization
Manage customer escalations related to the strategic use of Cloudbeds software
Seek to promote the value of the product and upsell services and products
Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
Prepare reports on account segmentation status
Gather client feedback and requirements for future releases of the software
Resolve customer complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers
Use training materials to keep up-to-date with the latest system updates
Enter critical support and activity notes in Salesforce
Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
Key Competencies Include:
Exceptional ability to communicate and foster positive business relationships
Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
Ability to clearly communicate & synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design).
Proven ability to manage multiple projects at a time while paying strict attention to detail
Excellent listening, negotiation, and presentation skills
Excellent verbal and written communications skills
Self-motivated and able to thrive in a results-driven environment
Natural relationship builder with integrity, reliability, and maturity
Ability to prioritize among competing tasks
Critical thinking and problem-solving skills
Excellent time and project management skills. You're always looking to improve inefficient processes
You?ll Succeed With:
2+ years of CSM or related SaaS experience
Experience in hospitality/tourism
Communication skills and a positive attitude
Problem-solving skills and emotional management
Skill with computers and systems
Excellent internet/wifi connection
Our company culture supports flexible working schedules with an open PTO policy and the opportunity to travel and work remotely with great people. To make it easy for our team to travel we offer 2 corporate apartment accommodations near our San Diego and Sao Paulo offices. At Cloudbeds we are dedicated to your personal and professional development. You will have access to over 10,000 courses within LinkedIn Learning when you join our team for your unique individual growth! If you think you have the skills and passion, we?ll give you the support and opportunity to thrive in your career. If you would like to be considered for the role, we would love to hear from you!
Company Awards to Check Out!
Fastest Growing Companies | Inc. 500 (2018 & 2019)
Best Places to Work | Inc Magazine (2017 & 2018)
Best Places to Work | HotelTechReport (2018, 2019, 2020, 2021)
Start-Ups to Watch | Forbes (2018)
Best Startup Employers | Forbes (2020)
Technology Fast 500 | Deloitte (2020)
Top 100 North America | Red Herring (2020)