[{{ $ctrl._job.status.name | translate}}] Customer Success Advisor - Trilingual English, Mandarin & Thai
SiteMinder

Posted

Job description

Why this role? 

You may not have heard of SiteMinder, but If you’ve ever booked hotel accommodation online, chances are, you’ve used one of our products. Backed by the same investors at Facebook, Netflix and Spotify, we are the leading Aussie cloud platform for hotel integrations and bookings with a presence in more than 160 countries. Focusing on disruptive solutions for the hotel industry since 2006, we have grown to more than 32,000 hotel customers providing solutions that supports hotels to manage and maximise their online presence. For over ten years we've been changing the way hospitality works empowering hotels to attract, reach and convert guests across the globe.

The Opportunity:

SiteMinder is looking for a customer oriented individual who will help to make our Asia based customers successful with our industry-leading product portfolio. We are expanding our global customer success function and want to:

1) Assist customers through the post onboarding process
2) Retain our customers
3) Educate customers to be successful with our products

The successful candidates for the role need to be comfortable with objection handling and have a technical aptitude/hunger for understanding our product suite.

What is it like to work with us?
 
Our people tell us that they joined us for career opportunities, the unique culture and the interesting and challenging work they undertake every day. What they really love about working at SiteMinder is the fun, friendly, relaxed environment and the camaraderie they share with their teams.
 
Many of the people we hire come recommended by friends or colleagues already working with us so we encourage you to check your network and see if someone you know is already part of the SiteMinder team to ask them directly about our culture.
 
Vibrant, energised, relaxed and fun are just some of the adjectives they used to describe us.
We’re no longer a start up but we are still growing fast, which can be challenging. We’re pretty young in our journey and we are working on a variety of initiatives to support our staff in getting the best out of their SiteMinder career experience.
 
Check out our website to find out more about us, the story of our founders is also pretty inspiring and definitely worth a watch. You can find us at www.siteminder.com there’s a whole lot of information that should help inform your decision to apply. If you think you are a fit, we’d love to hear from you.

Requirements

In this role you will:

  • Communicate effectively in English, Mandarin and Thai
  • Be responsible for the overall Customer Retention and ensure our customers are successful with our products
  • Develop customer processes, programs and best practices for customer success outcomes
  • Be responsible for monthly review processes on opportunity quality with sales, and with User Experience/Product from paying customers
  • Pay close attention to product usage and trends and act on significant trends to mitigate customer dissatisfaction and potential attrition
  • Support and mentor our Service Desk Analysts to ensure they are escalating the correct issues, and getting training on any incorrectly escalated issues
  • What you bring to this role:
  • Have experience in a customer oriented role preferably in a hotel
  • Fluent (written and verbal) in English, Mandarin and Thai
  • Demonstrate clear communication skills, can present and influence credibly and effectively at all stakeholder levels
  • Passionate about providing a customer focused experience and understanding customer needs
  • A Sales process understanding to identify opportunities for product up selling
  • Experience with successfully handling customer objections and providing win-win solutions
  • Have a hunger, desire and technical aptitude for understanding our product suite and industry to effectively provide successful customer outcomes
  • Are well organised and a self-starter with sound skills
  • SiteMinder Values:
  • Think customer - See everything from the customer’s perspective
  • OK is not OK - Make what you do great, challenge the status quo, innovate
  • Be in the game - Passionate high performers - no spectators
  • Own it, finish it - Be decisive, accountable
  • Be candid - Have regular, open and sometimes difficult conversations
  • Job type
    Full-time
    Location
    Bangkok, Thailand
    Department
    Other, Customer Service
    Languages
    English, Thai, Mandarin
    Starting in
    As soon as possible
    Contract duration
    Indefinite

    SiteMinder

    As the leading cloud platform for hotels, SiteMinder allows hotels to attract, reach and convert guests across the globe. We serve hotels of all sizes with award-winning solutions for independents and groups alike, wherever they are in the world.

    SiteMinder’s products include The Channel Manager, the industry’s leading online distribution platform; TheBookingButton, a wholly-branded booking engine for direct bookings via the web, mobile or social; Canvas, the intelligent website creator for independent hoteliers; Prophet, real-time market intelligence solution that takes the guesswork out of pricing rooms; and GDS by SiteMinder, a single-point of entry to a six-figure network of travel agents and the world’s major GDSs.

    With more than 26,000 hotel customers and 400 of the industry’s top connectivity providers as our partners, today we have presence in more than 160 countries on six continents.

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