Customer Success Performance Manager - Industry
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Customer Success Performance Manager - Industry

Hosco

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Customer Success Performance Manager - Industry

Cosa comprende il lavoro

About hosco:

Hosco is a Swiss company that was launched in October 2011, and since then has become the world's leading hospitality platform. We provide a space in which the industry's top companies, leading hospitality schools, and best talent can explore new opportunities and thrive like never before.

Since 2015, Hosco has experienced exponential growth regarding users, traffic, and revenue. We’ve raised over 13 million EUR to date, both from business angels and Venture Capital firms. Our team is based in our Barcelona HQ.

At Hosco, we love to dream big so that we can develop innovative and data-driven solutions that truly serve our users.

Our talented team is crucial to our success, and that's why we constantly seek to build a more positive and close-knit team at every turn. One way we do this is by enabling our people to bring their creative ideas to life and take full ownership of their success.

Do you share Hosco’s values? Read on to see exactly how you could help us by making hospitality an exciting journey!


About the department:

Our Customer Success team is in charge of all relations with partner education providers and employers at Hosco.

We currently empower and support the recruitment of all relations with partner education providers at Hosco and 7’000 leading employers across the globe and our ambition is to welcome many more! We work with the best Hospitality schools, 5* Hotels, Michelin Stars Restaurants, International top Cruises etc.


Your responsibilities:

You will be the right hand of the Customer Success Director, leading the successful day-to-day relations with our growing portfolio of partner employers. Your ultimate goal will be to lead all efforts to empower clients in making the most of their Hosco subscription and ultimately become fans and promoters.

Your role will require you to work closely with the Operations, Product and Renewals & Growth teams within the Customer Success division as well as with the Growth & Marketing department.

More specifically, your role will encompass the following responsibilities with the support of your team:

Setup:

- Lead the optimal setup of all new accounts across Hosco, Salesforce (CRM) and other platforms if necessary
- Contribute to setup automation/optimization roadmap
- Contribute to product enhancements definition and prioritization for new accounts setup

Activation & Onboarding:

- Lead the swift activation to new partners’ pack on Hosco
- Provide correct onboarding to VIP clients (private onboarding will be optional to new clients)
- Provide re-trainings when necessary for existing partners
- Contribute to the Iteration of activation and self-onboarding strategy

Usage & Performance:

- Lead health checks calls and meetings with selected partners to grow usage, adoption, and advocacy
- Define curated strategies to grow performance for specific clients. These might involve growth & marketing
- Refer potential upsell / cross-sell opportunities to Renewal & Growth Manager
- Brief the Renewal & Expansion Managers as renewals come up for clients and negotiations happen
- Share of relevant content suggestion for marketing and communication team
- Contribute to the iteration of automation strategy for client activation and engagement
- Contribute to the product enhancement based on client insights
- Contribute to the content nurturing plan
- Contribute to the ongoing Quality Assurance efforts on education partner and their respective communities’ generated content


Client Care:

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

Reporting

- Lead all reporting efforts to Director of Customer Success on the above responsibilities for all clients under your direct and indirect ownership (direct reports)
  • Fun and ambitious working environment International office with colleagues from all over the world Flexible working hours Flexible public holidays Flexible working from home policy
  • Dipartimento: Account Management

Su di te

Requirements:

- Good soft skills related (empathetic and friendly)
- Good organizational skills (able to segment, define priorities)
- Analytical mindset (able to read data and use it)
- Proactive (able to build new ideas and change the existing ones)
- Fluent in English and Spanish or French with excellent written skills
- Minimum 5 years of experience (3 in the position)
- Proven people management skills and Key Client management are a plus!

If you have the skills, experience, and passion to join Hosco, we would like to hear from you!
  • Lingua richiesta: Inglese. Francese, Italiano e Spagnolo sono un plus

L'azienda

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.

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Customer Success Performance Manager - Industry

Barcelona, Spagna

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