Customer Success Manager

About TrekkSoft

TrekkSoft is a leading SaaS booking software provider in the tours and activities industry. We are a strong and diverse team, continuously developing and improving a key product that is serving thousands of end customers. We are driven, focused and really care about our customers and team.

Role outline

As a CSM agent, you are responsible for the whole customer life cycle. You are responsible for identifying the customer’s business objectives and "success criteria" to strategically plan their onboarding process, translating business objectives into a Success Plan and using them to define, drive, and demonstrate value to the customer in the shortest time possible. Drive and ensure customer satisfaction through follow-up, client responsiveness, and thorough communication. Ensure quality and service standards are met, including client contractual deliverables related to the implementation process, and ensure the expansion and retention of your customers.

Duties and Responsibilities:

• Responsible for the success of customers as a result of quality customer onboarding, user adoption, customer advocacy and retention;
• Developing and implementing tailored success plans that provide continued value, ensure a fast set up and adoption of the system, ensure renewals are handled on time and drive long-term account growth for tour and activity providers.
• Define/Improve metrics for measuring client satisfaction and success during the onboarding phase.
• Achieving customer success outcomes such as maximizing client revenue through efficient use of the system, customer satisfaction, and overall improved customer health scores, by engaging with customers regularly via email, phone and tracking NRR.
• Working cross-functionally with management, sales, support, marketing, engineering and finance teams to proactively manage each customer’s successful deployment and growth.
• Manage account escalations, anticipate potential issues and implement solutions when issues threaten to delay the timeline, business operations or could impact customer retention.
• Identifying and developing new opportunities for expansion across the customer’s business while collaborating with customers to ensure subscription growth;
• Communicating with customers to ensure the collection of owed monies of subscription-related fees and commissions.
• Creating guidelines, videos and knowledge base material to be used internally and externally.

Requirements

• At least 3 years of experience in Account Management or a Customer Success role. Experience in the tourism industry is a plus.
• Demonstrable experience in cash collection, with independent communication and decision-making in this area.
• Ability to quickly and efficiently onboard customers and familiarize yourself with different use cases.
• Strong customer focus and excellent written and verbal communication skills.
• You are self-sufficient, independent and able to work in a high-pressure startup environment.
• Fluency in English is a must
• Additional fluency in at least one of the following languages: Spanish, Italian, German is a big plus.
• A bachelor’s degree or equivalent
• Strong experience working with CRMs and other related tools
• Previous experience in SaaS or travel technology is a plus.
• You are an EU resident and have a valid work permit for the EU.
• Being physically located in Spain is preferable but not a must.

Benefits

• Competitive salary.
• A permanent full-time contract after the initial 6 month probation period.
• Work from our coworking office in the center of Barcelona, or remotely depending on preference and location.
• Support for online learning and certifications to get you skilled up.
• Yearly company offsite week to bond with your colleagues.
• Parental leave stipend to make those first few months easier.
• Be part of a highly international, motivated and fun team.
• Grow in a dynamic and fast-paced environment with lots of opportunities to make an impact.