Introduction
Our client, a leading hospitality software developer is looking for Client Success Agents to join their team. A background in hospitality is essential, with a minimum of 5 years’ experience working with hospitality software on a daily basis.
Duties & Responsibilities
Job Description:
The Client Success Agents are responsible for the company’s entire portfolio of clients and subsequently are the first point of contact. The Client Success Agents are responsible for customer service and client satisfaction throughout the product journey (sales, implementation, account management, support, special projects, training and client satisfaction).
Main Duties & Responsibilities:
- Provide support on the entire suite of products on offer by the company
- Investigate and resolve all queries of any nature
- Schedule client visits and perform Account Management duties
- Form / lead / participate in ad-hoc teams to work on special projects. This may include duties such as drafting business analyses / needs analyses, documentation, testing, implementation etc.
- Knowledge share with members of team & department regarding clients, products, defects, requests, etc.
- Perform various duties as assigned by Team Leader / Management. This may include, but not limited to:
- Sales functions (quoting existing clients and following up to completed)
- Account Management (including site visits)
- Training (onsite or at Head Office)
- Schedule and supervise implementations, training, staff calendars etc.
- Administrative duties such as invoice etc.
- Technology
- Logging of calls onto the system, updating calls and providing follow up’s to clients involved
- Updating and maintaining a support knowledge database
- Logging, assigning and supporting any of the company’s suite of products including their auxiliary interfaces, products or services. This includes configuration of 3rd party interfaces and supporting messages between systems
- Schedule upgrades and maintain software instances
- Stay abreast of any new functionality, modules or products and take initiative to self-train or make management aware of training requirements, as well as informing clients on any new / beneficial product enhancements
- Test any new developments that were requested before deploying to a client production environment
- Implementations
- Liaise with clients prior to arriving onsite and gather all necessary information to guarantee a successful client experience
- Travel, install, train and support any product in the company’s suite of products
- Issue certificates of completion to trained staff
- Complete and provide detailed sign off documentation to the client
- Keep an onsite diary which is to be stored electronically upon return to the office
- Debrief team post-implementation on issues encountered, onsite reports, clients etc.
Desired Experience & Qualification
Educational Requirements:
- Grade 12
- Tertiary qualification in Hospitality advantageous
Experience and Skills Required:
- Minimum 5 years work experience on hospitality software (PMS, POS or CRS products)
- Supervisory level experience in hotel / hospitality environment (Preferred)
- Service oriented
- Excellent written and verbal communication skills
- Analytical and high attention to detail
- Excellent time management skills
- Ability to be patient when dealing with customer queries (stress tolerance / understanding)
- Ability to work under pressure
- Self-motivated
- Comfortable with face-to-face interactions with customers
- Valid driver’s license and own reliable vehicle
