Customer Success Specialist

Job Title: Customer Success Specialist -

**Bilingual in Spanish Required** or **Bilingual in English Required**

Location: Taguspark, Edifício Inovação II, Av. Jacques Delors, 2740-122 Porto Salvo 

Reporting: Reports to the Customer Success Manager

Background: TalkGuest provides the technology, insight and guidance to short term rental property managers to succeed by leveraging operations performance and enhancing guest experience.

Position Overview: The mission of the Customer Success team is to drive product usage and adoption as well as deliver honest and helpful advice. We act as customer advocates and focus on building long-term relationships with our clients. In a SaaS company, customer retention is paramount to success and this lies flat in the laps of our team members. It is our job to insure customers get real value out of their economic investment in TalkGuest.

Job Description: We are looking for a dynamic and passionate individual to drive the success of our clients through successful onboarding and training of TalkGuest as well as consulting our clients on best practices and strategies. We are growing our services team rapidly and are looking for ambitious individuals interested in learning or expanding their short rental management background by rolling up their sleeves and diving in. You will become part of a kick-ass team of experts who truly love their job, the company and lead the corporate culture with hard-work and fun times. This is a fantastic opportunity for a resourceful, success driven, and entrepreneurial individual looking to take their career to the next level.

The Customer Success team has significant, direct impact on Customer Lifetime (retention). Our goal is to keep our customer for a long time. This team is essential in getting customers ramped up on the product, and proactively checking in with them to insure their satisfaction and continued usage. Satisfied customers are key to TalkGuest’s success and we periodically measure their satisfaction using the Net Promoter Score methodology. The Customer Success Team has direct impact on that metric and the diligence, expertise and professionalism of our team members is paramount to both metrics of success.

Roles & Responsibilities:

• Onboarding of new customers and helping ensure all training sessions are completed in a timely manner
• Advising clients on their accounts and answering their questions
• Helping create monthly webinars on topics relevant to our overall customer base
• Providing feedback to our Product team in the form of enhancements and ideas that would ease the use of the product for our customers or provide them with functionality that would increase the overall value proposition of Talkguest
• Connecting with your overall portfolio through email exchanges or phone calls in an effort to ensure product usage and advising clients once training is complete
• Helping to investigate any issues or bugs encountered by clients and writing Bug tickets when needed
• Performing internal tracking of training attendees as well as chat users when supporting these initiatives in an effort to keep all customer relationship management records up to date
• Attend all meetings and actively contribute
• Stay relevant and current by conduct your own research, blog reading and training to stay on top of industry trends, updates, etc.

Role Abilities:

• **Bilingual in Spanish Required** or **Bilingual in English Required** 

• Professional, self-accountable, reliable, personable, team player
• Highly motivated
• Bachelor’s degree
• Prior customer service or success experience a plus
• Detail-oriented. Can multi-task and juggle many simultaneous priorities.
• Advanced computer skills (Word, Excel, PowerPoint)
• Strong organizational and time management skills
• Basic awareness of vacation rental software industry
• Experience or high-level of interest in hospitality a plus
• Prior experience at a Channel/PMS or host ideal
• Adaptable to change. We’re a start-up.
• Ability to work creatively and is a problem solver.
• Ability to successfully manage personal workflow and to achieve on time delivery of requests made by clients
• Demonstration of basic professionalism, resourcefulness and the initiative to seek information in an effort to fill any holes in support of daily responsibilities
• Ability to speak and write clearly and persuasively and to build and maintain strong internal and external relationships
• Must be able to take and apply all forms of constructive feedback
• Must be authorized to work in the EU
• Able to work typical business hours

Culture & Attitudes/Traits:

• Work as a team – leave no teammate behind
• Demonstrate a positive attitude every day
• Possess passion and love what you do
• Be solution oriented – never say “try” or “can’t”
• Demonstrate excellence by going above and beyond for the benefit of teammates and the company
• View mistakes as an opportunity to learn rather than as a negative situation
• Never be afraid to ask for help