Customer Configuration Analyst
At SiteMinder we believe the individual contributions of our employees are what drive our success.
That's why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives.
Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so.
It's in our differences that we will keep revolutionising the way for our customers.
We are better together!What We DoWe're people who love technology but know that hoteliers just want things to be simple.
So since 2006 we've been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.
We've helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.
And today, we're the world's leading open hotel commerce platform, supporting 34,000 hotels in 150 countries - with over 100 million reservations processed by SiteMinder's technology every year.
About the Customer Configuration Analyst roleThe Configuration Success Analyst will provide frontline technical assistance and support the scalability of customer success globally by leading the end-to-end customer experience from onboarding and retention.
The successful candidate will become an important asset to the back-end team that will help our client's customers become successful with the products.
The ideal candidate will build strong relationships with customers ensuring the successful setting up of our client's products.
The analyst's efforts will drive overall customer satisfaction and happiness.
What you'll doQualify customer requirements, identify the appropriate set up requirements and prepare the customers for core product implementationDeliver a high standard of customer training on the chosen SiteMinder product via telephone or Skype Clearly communicate SiteMinder's support procedures to the customer to ensure their ongoing satisfaction with our customer serviceTake ownership of customer's problems and seek to identify, respond and resolve any customer issuesWhat you haveFluent German and English both verbal and writtenYou will have proven customer service experience with a passion for providing a premium customer experience You are tech savvy with a sound knowledge of all things technologyYou have worked towards targets and are goal oriented but always thinking about the customer experience Experience in the hotel industry or in a SaaS company is a plus!What you'll do:
Provide Technical Support to all SiteMinder labelled products and services to internal and external customers, with a primary focus across the Mandarin language speaking APAC region.
Develop strong customer relationships by providing exceptional technical support and consultation, across our phone, chat and other contact channels.
Identify customer support and configuration requirements, set customer expectations and resolve their issues, delivering against customer demands and internal KPIs.
Ensure all cases are resolved in a timely manner in accordance with company SLAs and personal KPIs.
Act as a technical expert, identifying issues and communicating issues and requirements internally.
Act as an escalation point for frontline teammates, guiding and empowering them to find solutions, or stepping in to resolve customer issues personally.
What you have:
High level of customer service and IT technical skills.
Fluent Mandarin and English communication skills, both written and verbal.
Strong Analytical skills - You'll be able to quickly analyse problems, determine the root cause and reach a resolution.
An ability to operate across multiple technical platforms and systems in a fast paced, KPI driven environment.
An ability to diagnose and troubleshoot web browser and connectivity issues.
Great capacity for both internal and external customer interaction as well as conflict resolution.
Stakeholder management and working across internal teams to find solutions.
Desirable:
Previous experience working in a high volume contact centre providing technical customer support.
Desirable:
Previous experience working in the hospitality industry in a technical or guest facing capacity.
Desirable:
Previous experience dealing with database query languages or tools (e.
g.
SQL, Python)Desirable:
Fluent spoken and written Cantonese.
What you'll do:
Secure new business and achieve your sales targets by conducting outbound phone calls to build your sales pipeline.
Introduce new hotels and accommodation providers to SiteMinder, and educate them on our products and services.
Identify upgrade opportunities with existing client base and generate new sales from these organizations.
Prepare accurate quotes and develop and present proposals to clients in a professional and confident manner.
Negotiate contracts as required, maintaining a balance between optimal service and value for the client and SiteMinder's profit margins.
Maintain accurate records of your business development activities on SiteMinder's CRM system.
Ensure all documentation is complete post sales to set up trials and to move the client to a subscription.
What you haveLocated in Germany3
years of experience in sales within the hotel/hospitality industry (OTAs, hotel chains and/or revenue management background strongly preferred)SaaS experience in the hotel/hospitality technology space - knowledge of hotel systems such as Channel Manager, PMS, CRS, RMS, and GDSNative German speaker, working proficiency in EnglishExcellent presentation and listening skills Sales acumen and motivation for new business acquisition (outbound)Experience with working in a remote environmentWhat you'll doClient Acquisition - Creating new opportunities and upselling current customers.
Achieving sales KPIs and targets - finalizing all sales in a timely manner.
Identify upgrade opportunities with existing client base and generate new sales from these organizations.
Presentation and negotiation - Prepare accurate quotes and develop and present proposals to clients in a professional and confident manner.
Negotiate contracts as required, maintaining a balance between optimal service and value for the client and SiteMinder's profit margins.
CRM maintenance - Maintain accurate records of your business development activities on SiteMinder's CRM system.
Ensure all documentation is complete post sales to set up trials and to move the client to a subscription.
Account management - Manage the accounts of new clients to maintain satisfaction until they are passed on to a dedicated Onboarding Success Team or a dedicated Account Manager.
Client feedback - Provide client feedback on products to the Product Team so that products can be reviewed in line with the feedback.
Partner management - Work with local industry groups and travel associations to promote SiteMinder's products and brand.
Attend key functions and events, requiring occasional travel to client locations to attend meetings with relevant managers.
What you haveLocated in New Jersey, New York, Maryland, Florida, Ohio, Texas or IllinoisBackground must be sales in hospitality tech (channel manager, PMS, CRS, OTA)1- 2 years of experience in sales in the hotel/hospitality industry (OTAs, hotel chains and/or revenue management)Experience with SalesForceExcellent presentation and listening skills Experience with working in a remote environmentDeine Aufgaben Neukundengewinnung - Du schliet Vertrge mit neuen Kunden ab und erreichst deine Verkaufsziele, indem du deine Vertriebspipeline durch Inbound- und Outbound-Telefonanrufe aufbaust.
Beratung und Sales - Du stellst Vertretern von Hotels und anderen Unterkunftsanbietern unsere Produkte und Dienstleistungen vor.
Upselling - Du identifizierst Upselling-Mglichkeiten unter bestehenden Kunden und erzeugst neue Verkaufsmglichkeiten mit diesen Organisationen.
Sales-Pipeline-Management - Du baust deine Sales-Pipeline aus und stellst sicher, dass du Kunden ber den gesamten Sales-Zyklus hinweg untersttzt.
Vom Erstkontakt ber die Produktdemonstrationen bis hin zum Vertragsabschluss.
Mehrwertsteuer von KPIs und Zielen im Sales-Bereich - Du schliet die Vertrge mit deinen Kunden erfolgreich ab, untersttzt sie bei weiteren Fragen und bergibst and das Onboarding-Team, um deine Verkaufsziele zu erreichen.
CRM-Management - Du fhrst Berichte ber deine Aktivitten im Business Development in SiteMinders CRM-System und stellst sicher, dass Unterlagen nach Abschluss eines Verkaufs vollstndig vorliegen, um Testphasen einzurichten und Kunden zu einem Abonnement zu berfhren.
Deine Erfahrung Mindestens drei Jahre Erfahrung in Sales in einem der folgenden Bereiche:
SaaS, OTAs, Reiseveranstalter, Meta, Hotel-Revenue Management, Channel Management in der Gastgewerbebranche.
Deine Muttersprache ist Deutsch und du verfgst ber schriftliche und mndliche Englischkenntnisse auf hohem NiveauHervorragende Fhigkeit, sich zu prsentieren und zuzuhren Erfahrung mit remoten ArbeiteDeine Aufgaben Neukundengewinnung - Du schliet Vertrge mit neuen Kunden ab und erreichst deine Verkaufsziele, indem du deine Vertriebspipeline durch Inbound- und Outbound-Telefonanrufe aufbaust.
Beratung und Sales - Du stellst Vertretern von Hotels und anderen Unterkunftsanbietern unsere Produkte und Dienstleistungen vor.
Upselling - Du identifizierst Upselling-Mglichkeiten unter bestehenden Kunden und erzeugst neue Verkaufsmglichkeiten mit diesen Organisationen.
Sales-Pipeline-Management - Du baust deine Sales-Pipeline aus und stellst sicher, dass du Kunden ber den gesamten Sales-Zyklus hinweg untersttzt.
Vom Erstkontakt ber die Produktdemonstrationen bis hin zum Vertragsabschluss.
Mehrwertsteuer von KPIs und Zielen im Sales-Bereich - Du schliet die Vertrge mit deinen Kunden erfolgreich ab, untersttzt sie bei weiteren Fragen und bergibst and das Onboarding-Team, um deine Verkaufsziele zu erreichen.
CRM-Management - Du fhrst Berichte ber deine Aktivitten im Business Development in SiteMinders CRM-System und stellst sicher, dass Unterlagen nach Abschluss eines Verkaufs vollstndig vorliegen, um Testphasen einzurichten und Kunden zu einem Abonnement zu berfhren.
Deine Erfahrung Mindestens drei Jahre Erfahrung in Sales in einem der folgenden Bereiche:
SaaS, OTAs, Reiseveranstalter, Meta, Hotel-Revenue Management, Channel Management in der Gastgewerbebranche.
Deine Muttersprache ist Deutsch und du verfgst ber schriftliche und mndliche Englischkenntnisse auf hohem NiveauHervorragende Fhigkeit, sich zu prsentieren und zuzuhren Erfahrung mit remoten ArbeiteDeine Aufgaben Neukundengewinnung - Du schliet Vertrge mit neuen Kunden ab und erreichst deine Verkaufsziele, indem du deine Vertriebspipeline durch Inbound- und Outbound-Telefonanrufe aufbaust.
Beratung und Sales - Du stellst Vertretern von Hotels und anderen Unterkunftsanbietern unsere Produkte und Dienstleistungen vor.
Upselling - Du identifizierst Upselling-Mglichkeiten unter bestehenden Kunden und erzeugst neue Verkaufsmglichkeiten mit diesen Organisationen.
Sales-Pipeline-Management - Du baust deine Sales-Pipeline aus und stellst sicher, dass du Kunden ber den gesamten Sales-Zyklus hinweg untersttzt.
Vom Erstkontakt ber die Produktdemonstrationen bis hin zum Vertragsabschluss.
Mehrwertsteuer von KPIs und Zielen im Sales-Bereich - Du schliet die Vertrge mit deinen Kunden erfolgreich ab, untersttzt sie bei weiteren Fragen und bergibst and das Onboarding-Team, um deine Verkaufsziele zu erreichen.
CRM-Management - Du fhrst Berichte ber deine Aktivitten im Business Development in SiteMinders CRM-System und stellst sicher, dass Unterlagen nach Abschluss eines Verkaufs vollstndig vorliegen, um Testphasen einzurichten und Kunden zu einem Abonnement zu berfhren.
Deine Erfahrung Mindestens drei Jahre Erfahrung in Sales in einem der folgenden Bereiche:
SaaS, OTAs, Reiseveranstalter, Meta, Hotel-Revenue Management, Channel Management in der Gastgewerbebranche.
Deine Muttersprache ist Deutsch und du verfgst ber schriftliche und mndliche Englischkenntnisse auf hohem NiveauHervorragende Fhigkeit, sich zu prsentieren und zuzuhren Erfahrung mit remoten ArbeiteDeine Aufgaben Neukundengewinnung - Du schliet Vertrge mit neuen Kunden ab und erreichst deine Verkaufsziele, indem du deine Vertriebspipeline durch Inbound- und Outbound-Telefonanrufe aufbaust.
Beratung und Sales - Du stellst Vertretern von Hotels und anderen Unterkunftsanbietern unsere Produkte und Dienstleistungen vor.
Upselling - Du identifizierst Upselling-Mglichkeiten unter bestehenden Kunden und erzeugst neue Verkaufsmglichkeiten mit diesen Organisationen.
Sales-Pipeline-Management - Du baust deine Sales-Pipeline aus und stellst sicher, dass du Kunden ber den gesamten Sales-Zyklus hinweg untersttzt.
Vom Erstkontakt ber die Produktdemonstrationen bis hin zum Vertragsabschluss.
Mehrwertsteuer von KPIs und Zielen im Sales-Bereich - Du schliet die Vertrge mit deinen Kunden erfolgreich ab, untersttzt sie bei weiteren Fragen und bergibst and das Onboarding-Team, um deine Verkaufsziele zu erreichen.
CRM-Management - Du fhrst Berichte ber deine Aktivitten im Business Development in SiteMinders CRM-System und stellst sicher, dass Unterlagen nach Abschluss eines Verkaufs vollstndig vorliegen, um Testphasen einzurichten und Kunden zu einem Abonnement zu berfhren.
Deine Erfahrung Mindestens drei Jahre Erfahrung in Sales in einem der folgenden Bereiche:
SaaS, OTAs, Reiseveranstalter, Meta, Hotel-Revenue Management, Channel Management in der Gastgewerbebranche.
Deine Muttersprache ist Deutsch und du verfgst ber schriftliche und mndliche Englischkenntnisse auf hohem NiveauHervorragende Fhigkeit, sich zu prsentieren und zuzuhren Erfahrung mit remoten ArbeiteDeine Aufgaben Neukundengewinnung - Du schliet Vertrge mit neuen Kunden ab und erreichst deine Verkaufsziele, indem du deine Vertriebspipeline durch Inbound- und Outbound-Telefonanrufe aufbaust.
Beratung und Sales - Du stellst Vertretern von Hotels und anderen Unterkunftsanbietern unsere Produkte und Dienstleistungen vor.
Upselling - Du identifizierst Upselling-Mglichkeiten unter bestehenden Kunden und erzeugst neue Verkaufsmglichkeiten mit diesen Organisationen.
Sales-Pipeline-Management - Du baust deine Sales-Pipeline aus und stellst sicher, dass du Kunden ber den gesamten Sales-Zyklus hinweg untersttzt.
Vom Erstkontakt ber die Produktdemonstrationen bis hin zum Vertragsabschluss.
Mehrwertsteuer von KPIs und Zielen im Sales-Bereich - Du schliet die Vertrge mit deinen Kunden erfolgreich ab, untersttzt sie bei weiteren Fragen und bergibst and das Onboarding-Team, um deine Verkaufsziele zu erreichen.
CRM-Management - Du fhrst Berichte ber deine Aktivitten im Business Development in SiteMinders CRM-System und stellst sicher, dass Unterlagen nach Abschluss eines Verkaufs vollstndig vorliegen, um Testphasen einzurichten und Kunden zu einem Abonnement zu berfhren.
Deine Erfahrung Mindestens drei Jahre Erfahrung in Sales in einem der folgenden Bereiche:
SaaS, OTAs, Reiseveranstalter, Meta, Hotel-Revenue Management, Channel Management in der Gastgewerbebranche.
Deine Muttersprache ist Deutsch und du verfgst ber schriftliche und mndliche Englischkenntnisse auf hohem NiveauHervorragende Fhigkeit, sich zu prsentieren und zuzuhren Erfahrung mit remoten ArbeiteWhat you'll doCopy and format existing content from SiteMinder's current Help Centre into Intercom.
The content is in up to 8 languages and will need to be formatted using a predefined layoutEnsure all content is formatted and tagged correctly so that it can be easily searched and read by SiteMinder's customersRegularly report on progress against an agreed timelineWhat you haveNo specific writing skills are required but the individual needs to have a good eye for detail.
Basic html skills are an advantage.
A good eye for detail and formattingExcellent time management, organisation and delivery skillsBasic HTML skills an advantage but not necessaryWhat you'll doDevelop strong customer relationships by providing exceptional technical and analytical support alongside high levels of customer service utilising Chat where appropriateIdentify customers' specific support and configuration requirements, set the customer expectations and resolve the customers' issues, delivering against your key performance indicators (KPI's)Ensure all cases are resolved or escalated to the respective stakeholder in a timely manner in accordance with company service level agreements (SLA's) and individual KPIs, prioritising caseload appropriatelyEnsure all customer (internal and external) issues are logged accurately in SiteMInders' CRM tool (SalesForce) Actively participate in Product enhancement and training sessions (F2F/Virtual/self learn)Help develop and evolve our Siteminder Products and systems by providing innovative and comprehensive feedbacksTest compatibility of new features with existing Product features and systems and document observations and outcomes Keep up to date with technical and feature developments by attending workshops, reviewing internal publications and participating in F2F and virtual training sessionsUnlock the potential in our Support process by identifying and taking ownership of improving our various methods and processesRe-inforce SiteMinder behaviours that align to our culture and valuesWhat you haveHigh level of Customer Service and analytical skills (can you think on the spot to efficiently analyse an issue, determine its root cause, check the impact and reach a resolution?)Technical knowledge, especially if it's from a Hotel backgroundFluent English with excellent communication skills, both verbal and writtenExcellent problem solving and troubleshooting skillsStrong organisational and time management skills with attention to detailA process improvement MindsetAbility to effectively prioritise and execute tasks in a high-pressure environmentShown ability to manage remote working successfully in terms of team player, learning & development, productivity and motivation.
Proven experience working within a high volume telephone based SLA and KPI driven environmentStakeholder Management and ownership mentality working across internal and external teams and partnersAgility to operate seamlessly across several platforms and system environments simultaneouslyAbility to diagnose and troubleshoot web browser and connectivity issues to help resolve less complex customer issuesGreat capacity and understanding of customer interaction and conflict resolutionA penchant for customer interaction and the capacity to support a range of customers with differing needs and technical abilities and experiences (ability to communicate technical information in an accessible manner to non-technical customers)An innate curiosity, proactive mindset and an ability to think outside of the boxStrong business acumen and alignment to helping the Support business achieve its goalsAbility to travel to our Makati office if required and at least twice a weekAbility to work on shifting schedules, weekends and holidaysWhat you'll doProviding back end technical support for all SiteMinder labeled products and services to internal and external customers, with a primary focus on customers across English-speaking countries.
Developing strong customer relationships by providing exceptional onboarding, technical support assistance, and customer retention by providing high levels of customer service utilizing phone, email, and other communication channels.
Analyzing and providing insights to the customer in setting up the product and overall guest acquisition strategy by driving more awarenessBuild relationships with the customer to promote retention and loyalty.
Provide continuous feedback on process improvements and on products to mitigate attrition.
Identifying each customer's support and configuration requirements, setting expectations, and resolving issues whilst delivering against the role key performance indicators (KPIs).
Ensuring all cases are resolved or escalated to the appropriate party in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritizing caseload appropriately.
Ensure that all issues are logged accurately on our client's CRM system, and that all cases are closed.
Assisting with ad-hoc requests as required by managementProvide training and support for new team membersFollowing our client's practice process and procedures, specifically regarding escalating any security concerns or breach of security.
Providing support on a 24/7 rotating roster which only changes on a quarterly basis to morning shift or night shift.
supporting multiple regions across APAC,EMEA & AMERS.
What you haveHave a high level of customer service and exposure to high growth tech productsFluent English communication skills, both verbal and written.
Strong troubleshooting skills - you will be able to quickly analyze problems, determine the root cause, reach a resolution, and resolve issues with a high level of accuracy.
Operates across several computer platforms and applications at the same time.
Social skills, ability to interact with a wide variety of people at different levels of seniority, and a laser focus on the customer experience.
Experience working within a high-volume based SLA and KPI driven environment where your success is determined by great customer outcomes.
Self-starter with the ability to multitask, manage own time and work under pressureA collaborator by nature and focused on building long-term relationships with clientsAbility to adapt and evolve with new processes and changes quickly.
Ability to thrive in a fast-paced, agile, and dynamic environment.
Our Perks & Benefits Hybrid working model (in-office & from home) Mental health and well-being initiatives Paid birthday, study and volunteering leave every year Sponsored social clubs, team events, and celebrations Employee Resource Groups (ERG) to help you connect and get involved Investment in your personal growth offering training for your advancementDoes this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.
When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process.
We encourage people from underrepresented groups to apply.
#LI-Hybrid Recommended Skills Analysis Documentation Interface Reports Operations Data Analysis Estimated Salary: $20 to $28 per hour based on qualifications.
That's why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives.
Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so.
It's in our differences that we will keep revolutionising the way for our customers.
We are better together!What We DoWe're people who love technology but know that hoteliers just want things to be simple.
So since 2006 we've been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.
We've helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.
And today, we're the world's leading open hotel commerce platform, supporting 34,000 hotels in 150 countries - with over 100 million reservations processed by SiteMinder's technology every year.
About the Customer Configuration Analyst roleThe Configuration Success Analyst will provide frontline technical assistance and support the scalability of customer success globally by leading the end-to-end customer experience from onboarding and retention.
The successful candidate will become an important asset to the back-end team that will help our client's customers become successful with the products.
The ideal candidate will build strong relationships with customers ensuring the successful setting up of our client's products.
The analyst's efforts will drive overall customer satisfaction and happiness.
What you'll doQualify customer requirements, identify the appropriate set up requirements and prepare the customers for core product implementationDeliver a high standard of customer training on the chosen SiteMinder product via telephone or Skype Clearly communicate SiteMinder's support procedures to the customer to ensure their ongoing satisfaction with our customer serviceTake ownership of customer's problems and seek to identify, respond and resolve any customer issuesWhat you haveFluent German and English both verbal and writtenYou will have proven customer service experience with a passion for providing a premium customer experience You are tech savvy with a sound knowledge of all things technologyYou have worked towards targets and are goal oriented but always thinking about the customer experience Experience in the hotel industry or in a SaaS company is a plus!What you'll do:
Provide Technical Support to all SiteMinder labelled products and services to internal and external customers, with a primary focus across the Mandarin language speaking APAC region.
Develop strong customer relationships by providing exceptional technical support and consultation, across our phone, chat and other contact channels.
Identify customer support and configuration requirements, set customer expectations and resolve their issues, delivering against customer demands and internal KPIs.
Ensure all cases are resolved in a timely manner in accordance with company SLAs and personal KPIs.
Act as a technical expert, identifying issues and communicating issues and requirements internally.
Act as an escalation point for frontline teammates, guiding and empowering them to find solutions, or stepping in to resolve customer issues personally.
What you have:
High level of customer service and IT technical skills.
Fluent Mandarin and English communication skills, both written and verbal.
Strong Analytical skills - You'll be able to quickly analyse problems, determine the root cause and reach a resolution.
An ability to operate across multiple technical platforms and systems in a fast paced, KPI driven environment.
An ability to diagnose and troubleshoot web browser and connectivity issues.
Great capacity for both internal and external customer interaction as well as conflict resolution.
Stakeholder management and working across internal teams to find solutions.
Desirable:
Previous experience working in a high volume contact centre providing technical customer support.
Desirable:
Previous experience working in the hospitality industry in a technical or guest facing capacity.
Desirable:
Previous experience dealing with database query languages or tools (e.
g.
SQL, Python)Desirable:
Fluent spoken and written Cantonese.
What you'll do:
Secure new business and achieve your sales targets by conducting outbound phone calls to build your sales pipeline.
Introduce new hotels and accommodation providers to SiteMinder, and educate them on our products and services.
Identify upgrade opportunities with existing client base and generate new sales from these organizations.
Prepare accurate quotes and develop and present proposals to clients in a professional and confident manner.
Negotiate contracts as required, maintaining a balance between optimal service and value for the client and SiteMinder's profit margins.
Maintain accurate records of your business development activities on SiteMinder's CRM system.
Ensure all documentation is complete post sales to set up trials and to move the client to a subscription.
What you haveLocated in Germany3
years of experience in sales within the hotel/hospitality industry (OTAs, hotel chains and/or revenue management background strongly preferred)SaaS experience in the hotel/hospitality technology space - knowledge of hotel systems such as Channel Manager, PMS, CRS, RMS, and GDSNative German speaker, working proficiency in EnglishExcellent presentation and listening skills Sales acumen and motivation for new business acquisition (outbound)Experience with working in a remote environmentWhat you'll doClient Acquisition - Creating new opportunities and upselling current customers.
Achieving sales KPIs and targets - finalizing all sales in a timely manner.
Identify upgrade opportunities with existing client base and generate new sales from these organizations.
Presentation and negotiation - Prepare accurate quotes and develop and present proposals to clients in a professional and confident manner.
Negotiate contracts as required, maintaining a balance between optimal service and value for the client and SiteMinder's profit margins.
CRM maintenance - Maintain accurate records of your business development activities on SiteMinder's CRM system.
Ensure all documentation is complete post sales to set up trials and to move the client to a subscription.
Account management - Manage the accounts of new clients to maintain satisfaction until they are passed on to a dedicated Onboarding Success Team or a dedicated Account Manager.
Client feedback - Provide client feedback on products to the Product Team so that products can be reviewed in line with the feedback.
Partner management - Work with local industry groups and travel associations to promote SiteMinder's products and brand.
Attend key functions and events, requiring occasional travel to client locations to attend meetings with relevant managers.
What you haveLocated in New Jersey, New York, Maryland, Florida, Ohio, Texas or IllinoisBackground must be sales in hospitality tech (channel manager, PMS, CRS, OTA)1- 2 years of experience in sales in the hotel/hospitality industry (OTAs, hotel chains and/or revenue management)Experience with SalesForceExcellent presentation and listening skills Experience with working in a remote environmentDeine Aufgaben Neukundengewinnung - Du schliet Vertrge mit neuen Kunden ab und erreichst deine Verkaufsziele, indem du deine Vertriebspipeline durch Inbound- und Outbound-Telefonanrufe aufbaust.
Beratung und Sales - Du stellst Vertretern von Hotels und anderen Unterkunftsanbietern unsere Produkte und Dienstleistungen vor.
Upselling - Du identifizierst Upselling-Mglichkeiten unter bestehenden Kunden und erzeugst neue Verkaufsmglichkeiten mit diesen Organisationen.
Sales-Pipeline-Management - Du baust deine Sales-Pipeline aus und stellst sicher, dass du Kunden ber den gesamten Sales-Zyklus hinweg untersttzt.
Vom Erstkontakt ber die Produktdemonstrationen bis hin zum Vertragsabschluss.
Mehrwertsteuer von KPIs und Zielen im Sales-Bereich - Du schliet die Vertrge mit deinen Kunden erfolgreich ab, untersttzt sie bei weiteren Fragen und bergibst and das Onboarding-Team, um deine Verkaufsziele zu erreichen.
CRM-Management - Du fhrst Berichte ber deine Aktivitten im Business Development in SiteMinders CRM-System und stellst sicher, dass Unterlagen nach Abschluss eines Verkaufs vollstndig vorliegen, um Testphasen einzurichten und Kunden zu einem Abonnement zu berfhren.
Deine Erfahrung Mindestens drei Jahre Erfahrung in Sales in einem der folgenden Bereiche:
SaaS, OTAs, Reiseveranstalter, Meta, Hotel-Revenue Management, Channel Management in der Gastgewerbebranche.
Deine Muttersprache ist Deutsch und du verfgst ber schriftliche und mndliche Englischkenntnisse auf hohem NiveauHervorragende Fhigkeit, sich zu prsentieren und zuzuhren Erfahrung mit remoten ArbeiteDeine Aufgaben Neukundengewinnung - Du schliet Vertrge mit neuen Kunden ab und erreichst deine Verkaufsziele, indem du deine Vertriebspipeline durch Inbound- und Outbound-Telefonanrufe aufbaust.
Beratung und Sales - Du stellst Vertretern von Hotels und anderen Unterkunftsanbietern unsere Produkte und Dienstleistungen vor.
Upselling - Du identifizierst Upselling-Mglichkeiten unter bestehenden Kunden und erzeugst neue Verkaufsmglichkeiten mit diesen Organisationen.
Sales-Pipeline-Management - Du baust deine Sales-Pipeline aus und stellst sicher, dass du Kunden ber den gesamten Sales-Zyklus hinweg untersttzt.
Vom Erstkontakt ber die Produktdemonstrationen bis hin zum Vertragsabschluss.
Mehrwertsteuer von KPIs und Zielen im Sales-Bereich - Du schliet die Vertrge mit deinen Kunden erfolgreich ab, untersttzt sie bei weiteren Fragen und bergibst and das Onboarding-Team, um deine Verkaufsziele zu erreichen.
CRM-Management - Du fhrst Berichte ber deine Aktivitten im Business Development in SiteMinders CRM-System und stellst sicher, dass Unterlagen nach Abschluss eines Verkaufs vollstndig vorliegen, um Testphasen einzurichten und Kunden zu einem Abonnement zu berfhren.
Deine Erfahrung Mindestens drei Jahre Erfahrung in Sales in einem der folgenden Bereiche:
SaaS, OTAs, Reiseveranstalter, Meta, Hotel-Revenue Management, Channel Management in der Gastgewerbebranche.
Deine Muttersprache ist Deutsch und du verfgst ber schriftliche und mndliche Englischkenntnisse auf hohem NiveauHervorragende Fhigkeit, sich zu prsentieren und zuzuhren Erfahrung mit remoten ArbeiteDeine Aufgaben Neukundengewinnung - Du schliet Vertrge mit neuen Kunden ab und erreichst deine Verkaufsziele, indem du deine Vertriebspipeline durch Inbound- und Outbound-Telefonanrufe aufbaust.
Beratung und Sales - Du stellst Vertretern von Hotels und anderen Unterkunftsanbietern unsere Produkte und Dienstleistungen vor.
Upselling - Du identifizierst Upselling-Mglichkeiten unter bestehenden Kunden und erzeugst neue Verkaufsmglichkeiten mit diesen Organisationen.
Sales-Pipeline-Management - Du baust deine Sales-Pipeline aus und stellst sicher, dass du Kunden ber den gesamten Sales-Zyklus hinweg untersttzt.
Vom Erstkontakt ber die Produktdemonstrationen bis hin zum Vertragsabschluss.
Mehrwertsteuer von KPIs und Zielen im Sales-Bereich - Du schliet die Vertrge mit deinen Kunden erfolgreich ab, untersttzt sie bei weiteren Fragen und bergibst and das Onboarding-Team, um deine Verkaufsziele zu erreichen.
CRM-Management - Du fhrst Berichte ber deine Aktivitten im Business Development in SiteMinders CRM-System und stellst sicher, dass Unterlagen nach Abschluss eines Verkaufs vollstndig vorliegen, um Testphasen einzurichten und Kunden zu einem Abonnement zu berfhren.
Deine Erfahrung Mindestens drei Jahre Erfahrung in Sales in einem der folgenden Bereiche:
SaaS, OTAs, Reiseveranstalter, Meta, Hotel-Revenue Management, Channel Management in der Gastgewerbebranche.
Deine Muttersprache ist Deutsch und du verfgst ber schriftliche und mndliche Englischkenntnisse auf hohem NiveauHervorragende Fhigkeit, sich zu prsentieren und zuzuhren Erfahrung mit remoten ArbeiteDeine Aufgaben Neukundengewinnung - Du schliet Vertrge mit neuen Kunden ab und erreichst deine Verkaufsziele, indem du deine Vertriebspipeline durch Inbound- und Outbound-Telefonanrufe aufbaust.
Beratung und Sales - Du stellst Vertretern von Hotels und anderen Unterkunftsanbietern unsere Produkte und Dienstleistungen vor.
Upselling - Du identifizierst Upselling-Mglichkeiten unter bestehenden Kunden und erzeugst neue Verkaufsmglichkeiten mit diesen Organisationen.
Sales-Pipeline-Management - Du baust deine Sales-Pipeline aus und stellst sicher, dass du Kunden ber den gesamten Sales-Zyklus hinweg untersttzt.
Vom Erstkontakt ber die Produktdemonstrationen bis hin zum Vertragsabschluss.
Mehrwertsteuer von KPIs und Zielen im Sales-Bereich - Du schliet die Vertrge mit deinen Kunden erfolgreich ab, untersttzt sie bei weiteren Fragen und bergibst and das Onboarding-Team, um deine Verkaufsziele zu erreichen.
CRM-Management - Du fhrst Berichte ber deine Aktivitten im Business Development in SiteMinders CRM-System und stellst sicher, dass Unterlagen nach Abschluss eines Verkaufs vollstndig vorliegen, um Testphasen einzurichten und Kunden zu einem Abonnement zu berfhren.
Deine Erfahrung Mindestens drei Jahre Erfahrung in Sales in einem der folgenden Bereiche:
SaaS, OTAs, Reiseveranstalter, Meta, Hotel-Revenue Management, Channel Management in der Gastgewerbebranche.
Deine Muttersprache ist Deutsch und du verfgst ber schriftliche und mndliche Englischkenntnisse auf hohem NiveauHervorragende Fhigkeit, sich zu prsentieren und zuzuhren Erfahrung mit remoten ArbeiteDeine Aufgaben Neukundengewinnung - Du schliet Vertrge mit neuen Kunden ab und erreichst deine Verkaufsziele, indem du deine Vertriebspipeline durch Inbound- und Outbound-Telefonanrufe aufbaust.
Beratung und Sales - Du stellst Vertretern von Hotels und anderen Unterkunftsanbietern unsere Produkte und Dienstleistungen vor.
Upselling - Du identifizierst Upselling-Mglichkeiten unter bestehenden Kunden und erzeugst neue Verkaufsmglichkeiten mit diesen Organisationen.
Sales-Pipeline-Management - Du baust deine Sales-Pipeline aus und stellst sicher, dass du Kunden ber den gesamten Sales-Zyklus hinweg untersttzt.
Vom Erstkontakt ber die Produktdemonstrationen bis hin zum Vertragsabschluss.
Mehrwertsteuer von KPIs und Zielen im Sales-Bereich - Du schliet die Vertrge mit deinen Kunden erfolgreich ab, untersttzt sie bei weiteren Fragen und bergibst and das Onboarding-Team, um deine Verkaufsziele zu erreichen.
CRM-Management - Du fhrst Berichte ber deine Aktivitten im Business Development in SiteMinders CRM-System und stellst sicher, dass Unterlagen nach Abschluss eines Verkaufs vollstndig vorliegen, um Testphasen einzurichten und Kunden zu einem Abonnement zu berfhren.
Deine Erfahrung Mindestens drei Jahre Erfahrung in Sales in einem der folgenden Bereiche:
SaaS, OTAs, Reiseveranstalter, Meta, Hotel-Revenue Management, Channel Management in der Gastgewerbebranche.
Deine Muttersprache ist Deutsch und du verfgst ber schriftliche und mndliche Englischkenntnisse auf hohem NiveauHervorragende Fhigkeit, sich zu prsentieren und zuzuhren Erfahrung mit remoten ArbeiteWhat you'll doCopy and format existing content from SiteMinder's current Help Centre into Intercom.
The content is in up to 8 languages and will need to be formatted using a predefined layoutEnsure all content is formatted and tagged correctly so that it can be easily searched and read by SiteMinder's customersRegularly report on progress against an agreed timelineWhat you haveNo specific writing skills are required but the individual needs to have a good eye for detail.
Basic html skills are an advantage.
A good eye for detail and formattingExcellent time management, organisation and delivery skillsBasic HTML skills an advantage but not necessaryWhat you'll doDevelop strong customer relationships by providing exceptional technical and analytical support alongside high levels of customer service utilising Chat where appropriateIdentify customers' specific support and configuration requirements, set the customer expectations and resolve the customers' issues, delivering against your key performance indicators (KPI's)Ensure all cases are resolved or escalated to the respective stakeholder in a timely manner in accordance with company service level agreements (SLA's) and individual KPIs, prioritising caseload appropriatelyEnsure all customer (internal and external) issues are logged accurately in SiteMInders' CRM tool (SalesForce) Actively participate in Product enhancement and training sessions (F2F/Virtual/self learn)Help develop and evolve our Siteminder Products and systems by providing innovative and comprehensive feedbacksTest compatibility of new features with existing Product features and systems and document observations and outcomes Keep up to date with technical and feature developments by attending workshops, reviewing internal publications and participating in F2F and virtual training sessionsUnlock the potential in our Support process by identifying and taking ownership of improving our various methods and processesRe-inforce SiteMinder behaviours that align to our culture and valuesWhat you haveHigh level of Customer Service and analytical skills (can you think on the spot to efficiently analyse an issue, determine its root cause, check the impact and reach a resolution?)Technical knowledge, especially if it's from a Hotel backgroundFluent English with excellent communication skills, both verbal and writtenExcellent problem solving and troubleshooting skillsStrong organisational and time management skills with attention to detailA process improvement MindsetAbility to effectively prioritise and execute tasks in a high-pressure environmentShown ability to manage remote working successfully in terms of team player, learning & development, productivity and motivation.
Proven experience working within a high volume telephone based SLA and KPI driven environmentStakeholder Management and ownership mentality working across internal and external teams and partnersAgility to operate seamlessly across several platforms and system environments simultaneouslyAbility to diagnose and troubleshoot web browser and connectivity issues to help resolve less complex customer issuesGreat capacity and understanding of customer interaction and conflict resolutionA penchant for customer interaction and the capacity to support a range of customers with differing needs and technical abilities and experiences (ability to communicate technical information in an accessible manner to non-technical customers)An innate curiosity, proactive mindset and an ability to think outside of the boxStrong business acumen and alignment to helping the Support business achieve its goalsAbility to travel to our Makati office if required and at least twice a weekAbility to work on shifting schedules, weekends and holidaysWhat you'll doProviding back end technical support for all SiteMinder labeled products and services to internal and external customers, with a primary focus on customers across English-speaking countries.
Developing strong customer relationships by providing exceptional onboarding, technical support assistance, and customer retention by providing high levels of customer service utilizing phone, email, and other communication channels.
Analyzing and providing insights to the customer in setting up the product and overall guest acquisition strategy by driving more awarenessBuild relationships with the customer to promote retention and loyalty.
Provide continuous feedback on process improvements and on products to mitigate attrition.
Identifying each customer's support and configuration requirements, setting expectations, and resolving issues whilst delivering against the role key performance indicators (KPIs).
Ensuring all cases are resolved or escalated to the appropriate party in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritizing caseload appropriately.
Ensure that all issues are logged accurately on our client's CRM system, and that all cases are closed.
Assisting with ad-hoc requests as required by managementProvide training and support for new team membersFollowing our client's practice process and procedures, specifically regarding escalating any security concerns or breach of security.
Providing support on a 24/7 rotating roster which only changes on a quarterly basis to morning shift or night shift.
supporting multiple regions across APAC,EMEA & AMERS.
What you haveHave a high level of customer service and exposure to high growth tech productsFluent English communication skills, both verbal and written.
Strong troubleshooting skills - you will be able to quickly analyze problems, determine the root cause, reach a resolution, and resolve issues with a high level of accuracy.
Operates across several computer platforms and applications at the same time.
Social skills, ability to interact with a wide variety of people at different levels of seniority, and a laser focus on the customer experience.
Experience working within a high-volume based SLA and KPI driven environment where your success is determined by great customer outcomes.
Self-starter with the ability to multitask, manage own time and work under pressureA collaborator by nature and focused on building long-term relationships with clientsAbility to adapt and evolve with new processes and changes quickly.
Ability to thrive in a fast-paced, agile, and dynamic environment.
Our Perks & Benefits Hybrid working model (in-office & from home) Mental health and well-being initiatives Paid birthday, study and volunteering leave every year Sponsored social clubs, team events, and celebrations Employee Resource Groups (ERG) to help you connect and get involved Investment in your personal growth offering training for your advancementDoes this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.
When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process.
We encourage people from underrepresented groups to apply.
#LI-Hybrid Recommended Skills Analysis Documentation Interface Reports Operations Data Analysis Estimated Salary: $20 to $28 per hour based on qualifications.
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