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Customer Success Onboarding & Performance Executive

Hosco

Posted

Customer Success Onboarding & Performance Executive

Job Description

About Hosco – Hospitality Connection:

Hosco is the world's leading hospitality network bringing together the industry's top players and the best hospitality talents into one place.

A Swiss company launched in October 2011, Hosco is designed to improve the way hospitality talents, employers and schools meet and interact globally.

We have raised over 12m EUR to date, both from business angels and from Venture Capital firms based in London and Barcelona.

The Hosco team is now composed of over 40 talented individuals based in Barcelona.

About the department:

Our Customer Success team is in charge of all relations with partner employers at Hosco. Employers can be any business unit or corporate account directly linked with the hospitality industry. 

We currently support the recruitment of 7’000 leading employers across the globe and our ambition is to welcome many more! We work with 5* Hotels, Michelin Stars Restaurants, International top Cruises etc.

Your responsibilities

You will lead the successful day-to-day relations with a growing portfolio of small and medium sized partner employers. Your ultimate goal will be to support clients in making the most of their Hosco subscription and ultimately become fans and promoters. You will report and work closely with the Lead Customer Success Onboarding & Performance Manager.

More specifically, your role will encompass the following responsibilities:

Setup: 
Lead:
-Optimal setup of new accounts across Hosco, Salesforce (CRM) and other platforms if necessary (ATS). 
Contribute:
-Product enhancements thinking and support + prioritization for new accounts setup

Activation & Onboarding:
Lead:
-Swift activation to new partners’ pack on Hosco upon payment reception
Providing correct onboarding to newcomer clients (private onboarding will be optional to new clients)
-Providing re-trainings when necessary for existing partners necessary for existing partners
Contribute:
-Iteration of activation and self-onboarding strategy

Usage & Performance:
Lead:
-All initiatives to foster Base employer (re) activation and (re) engagement in your portfolio
-Send performance reports to our Base clients.
-Referrals of potential upsell / cross-sell opportunities to Renewal & Expansion Manager
-Briefing to Renewal & Expansion Managers as renewals come up for clients and negotiations happen
-Sharing of relevant content suggestion for marketing and communication team 
Contribute:
-Product enhancement based on client insights 

Client Support:
Lead:
-Optimal management of all incoming support request, through all channels (intercom, calls or mails)
Contribute:
-Assist in the definition of the Automation strategy for Client Support to drive higher efficiency and client satisfaction 
-Contribute in the roll out of eNPS program to ensure real time view of client success and satisfaction

Requirements

Requirements: 
-Experience in Hospitality, preferably in HR/recruitment
-Natural relationship builder
-Proven ability to lead efficient communication with clients
-Strong attention to detail and focus on superior customer experience
-Strong organizational skills
-Number master with strong analytical mindset
-Curious and entrepreneurial mindset
-Fluent in English and French with excellent written skills

Details

Job type
Full-time
Location
Barcelona, Spain
Department
Account Management
Languages
English, French
Starting in
As soon as possible
Contract duration
Indefinite
Other Benefits
What are the perks of working at Hosco? A dynamic team composed of 20+ nationalities. We’re from France, Spain, Colombia, Switzerland, UK, Argentina, Italy, USA… the list goes on! Regular team initiatives and events Flexible working hours with some fixed hours for dailies and other meetings Flexible public holidays Fully remote position if you want to permanently Work From Home If you have the skills, experience, and passion to join Hosco, we would like to hear from you!

Hosco

Hosco empowers the hospitality industry by connecting, inspiring, and providing opportunities to all its professionals around the world. It has become the best partner to its members throughout their careers in the world’s fastest growing industry.

Founded in 2011 by hospitality experts, Olivier Bracard (CEO) and Carl Julien (COO), Hosco currently connects hundreds of thousands of hospitality professionals with thousands of world-class companies. Furthermore, it has partnered with top hospitality schools around the world offering an ever-growing pool of the world’s best talent.

Interested in this opportunity?
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