Customer Success Specialist

Customer Success Specialist

Across SiteMinder's 30,000+ hotel customers we have a portion of hotels leveraging our new transaction-revenue based products, Pay and Demand Plus.

As the Customer Success Specialist you are tasked with consulting our new customers on the full benefits of these products, ensuring they are well set up to maximise the value Pay and Demand Plus can bring to a hotel’s online business, while driving increased transactional revenue for SiteMinder.

The SiteMinder Pay and Demand Plus products play a significant role in SiteMinder’s growth aspirations. You will be part of a tightly knit team, and work with colleagues globally to help define initiatives and deliver great customer experiences as we grow.

As the Customer Success Specialist, your primary responsibilities will include:

• Proactively reach out to new and active SiteMinder Pay and Demand Plus customers to ensure they are set up correctly
• Assist new SiteMinder Pay customers in processing their first payment and set up their first Autopay rule, while ensuring a great customer experience
• Consult Demand Plus on how to optimise their online direct brand through our program to receive more bookings as well as ensuring hotels recognise the value we drive to ensure customer retention is maximised
• Continually seek to identify new initiatives aimed at increased transactional revenue
• Demonstrate commitment to the team’s work, to ensure the team achieves its goals, objectives and SLA’s

The ideal candidate will possess:

• Prior customer-facing experience in support/onboarding role with outbound calling component
• Strong negotiation skills
• Ability to diagnose and troubleshoot customer issues
• Experience working within an SLA and KPI driven environment, and with CRM systems

How to apply

Does this job sound like you? If yes, please apply with a copy of your resume and our Talent Acquisition team will be in touch.

We encourage people from underrepresented groups to apply

What do we Offer?

Awarded in 2021 as One of the Best Places to Work by Hotel Tech Report, we’re proud of the way we work. We have a fun, friendly, relaxed environment and our people love the ‘work hard-play hard’ camaraderie. 

Share options in a company recently valued at $1billion - We’re one of a handful of software unicorns in the world

Employee Resource Groups (ERG) to help you connect and get involved

Investment in your personal growth offering training for your advancement

Comfortable work set up - MacBook, headset, computer accessories, and financial contribution towards your WFH setup

Fun team activities and an awesome, international team!

We have great social events and offer some pretty cool perks too, including:

*Defined career pathway 

*Bonus day off to celebrate your birthday

*Paid Volunteer days

*Paid Study Leave

*Bonus holiday time after 3 years - you’ve earned it!