Customer Success Coordinator

Customer Success Coordinator – Remote – North America

We are hiring at InnQuest Software for a Customer Success Coordinator to join our growing team in North America!

As the Customer Success Coordinator, you'll guide the customer to deploy various InnQuest solutions successfully, adopt them widely across their organization and ensure they continuously gain business value from our products and services. By engaging your customers using a consultative approach, you'll position yourself as a preferred long-term strategic partner and serve as the trusted point of contact across their lifecycle: onboarding, adoption, advocacy, and renewal.

In this role, you will work with and support the Implementation and Technical Support teams to ensure consistency in service, communications, and product delivery. You will own and coordinate the scheduling of onboarding milestones, solutions experts, customer training, and growth expansion.

To be successful as a Customer Success Coordinator, you should possess excellent communication skills and outstanding product knowledge, foster long-term relationships with customers, and show enthusiasm towards all activities related leading to adoption and renewal through the effective use of InnQuest software.

InnQuest Software is a leading solutions provider for the hospitality industry with offices in the United States, Australia, Canada, and the UK. Our technology and services leadership, combined with hospitality expertise and global scale, help more than 5500 properties in over 100 countries manage more than 450,000 hotel rooms every day!

Here is a little window into our company: InnQuest Software was founded in 1994 with a belief that guests deserve an excellent hospitality experience and hoteliers deserve a management system that would allow them to maximize the guest experience and property. InnQuest's popular hotel management software, roomMaster, is used in over 100 countries and by over 5,500 clients worldwide. The software was developed by hoteliers for hoteliers and has been widely praised for its intuitive performance and ease of use. roomMaster provides every software management product a hotel needs in one simple turnkey solution, including a booking engine with a channel manager linked to Expedia and Booking.com. InnQuest's office is in Tampa, Florida, with international offices in Australia, Canada, and the United Kingdom with resellers in the Caribbean, Fiji, New Zealand, Cambodia, Malaysia, and South Africa.

The successful candidate can be based anywhere in North America, working in a remote work model!

What your day will look like:

Overall

• Develop and maintain a deep understanding of our hospitality solutions, its features, and functionalities, in order to effectively guide clients in maximizing the use of the systems for their hotel operations.
• Collaborate with the sales and marketing teams to identify opportunities for upselling and cross selling additional services or features that may benefit the client's hotel operations.

Post-sales customer onboarding

• Direct and assist the onboarding process for new clients, providing guidance and support to ensure a smooth transition onto our solutions.
• Act as the primary point of contact and advocate for client inquiries during this process, providing prompt and comprehensive responses to any questions or concerns related to our solutions and services.
• Collaborate closely with the technical support team to ensure timely resolution of any technical issues and provide clients with regular updates and progress reports throughout the resolution process.

Post-launch customer monitoring

• Proactively engage with clients to understand their specific needs and business objectives and align our services to help them achieve their goals.
• Conduct regular check-ins with clients to ensure they are satisfied with the services provided, and to identify any potential areas for improvement or additional support.
• Collect and analyze feedback from clients and communicate their insights and suggestions to the product development team for consideration in future software updates and enhancements.
• Develop a deep understanding of customer needs, resources and recommend the appropriate solution
• Handling customer complaints brought to your attention to minimize churn risk

About You:

• 3+ years' experience in a SaaS environment
• 3+ years of Customer relationship management experience
• Previous work experience in Customer Success or Customer Support is preferred
• Experience working with Microsoft Suite, Team Support, Salesforce, an asset
• Remote work experience with the ability to work independently and in a team setting
• Effective verbal and written communication skills
• The desire to work as part of a team and the ability to negotiate sensitive customer issues while maintaining good relationships
• Legally authorized to work in Canada or the US

Preferred Attributes:

• Customer-centric and devoted to advocate for customer needs to ensure the success and adoption of InnQuest Software products
• Driven, process-oriented person
• Able to effectively balance competing priorities with an aptitude for critical thinking
• Self-motivated, proactive team player

For further information about InnQuest Software, you can visit our websites at: www.innquest.com (http://www.innquest.com/)

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.