Customer Success Manager, Hotel Manager
£35-40k
Next-gen hotel experience
Otta Certified
Open for applications
Next-gen hotel experience
1-20 employees
Otta Certified
Open for applications
£35-40k
1-20 employees
Company mission
To power forward-thinking properties with modern infrastructure.
Role
Who you are
- 1+ years experience in customer success, account management, or similar role within B2B SaaS, or a recent graduate with client-facing experience
- A semi-technical acumen and an interest in software implementation and integration processes.
- Project management skills to facilitate a seamless onboarding of new users onto the Hotel Manager platform
- Excellent communication and relationship-building skills, capable of fostering long-term customer relationships
- Analytical mindset, able to interpret data to drive decision-making and demonstrate value to customers
- Comfortable navigating the dynamic challenges of a fast-paced tech environment
What the job involves
- In this role, you will be expected to:
- Ramp in 90 days, from familiarisation to completing a full post-sales customer lifecycle
- Thereafter lead consultative Success sessions with your book of accounts solo
- Help the founders build and scale the Customer Success team and initiatives
- We believe the right person will be able to fulfil the following responsibilities:
- Maintain a detailed CRM, ensuring it is the single source of truth for all relevant customer information
- Develop and execute personalised onboarding plans that deliver proof-of-value via successful product adoption
- Work with customers to develop success plans that align with their business goals, facilitating regular reviews to track progress and adjust strategies as needed
- Coordinate with Product and Engineering teams to facilitate smooth integrations, ensuring configurations meet the unique needs of each customer
- Provide comprehensive training sessions and resources, empowering customers to maximise their use of Hotel Manager. Offer ongoing support to resolve any issues promptly
- Actively monitor customer health metrics, identifying risks and opportunities
- Serve as the voice of the customer internally, gathering feedback and collaborating with the Go-To-Market and Product teams to refine and enhance our offerings
- Identify and develop champions at hotels, who go on to become product evangelists
- Work with the Sales team to identify upsell opportunities that align with our customer’s evolving needs
- On occasions, you may be expected to travel and provide on-site support at hotels for onboarding, ensuring our partners experience a seamless transition and start to their journey with us
Application process
- [45 mins] Intro call with Weronika from our Talent team, where you’ll learn more about our product and the role
- [60 mins] Deeper dive into your skills and experience with your future manager
- [60 mins] Take-home assignment and panel presentation to Weronika, your manager, and one of our founders
Otta's take
Xav Kearney
CTO of Otta
Hotel Manager was founded due to the lack of technology available to hotels and their guests. Most of the existing tools in the post-booking territory were operational and not experience-oriented. Hotel Manager is setting out to change this and improve guest engagement.
Hotel Manager's all-in-one solution powers hotels to launch, manage, and operate their own custom interface. This means hotels can connect and engage with guests in a whole new way while managing everything centrally: from branding and payments to orders and requests.
The hotel guest app market is not without competition: incumbents like Criton and Wishbox offer a similar proposition and have already signed up thousands of hotels between them.
Insights
Some candidates hear
back within 2 weeks
Company
Employee endorsements
Opportunities to learn
"There are always chances to wear different hats at Hotel Manager. Whether it's customer support or product design, we are constantly facing new..."
Funding (1 round)
May 2023
$4.2m
SEED
Total funding: $4.2m
Company benefits
- Unlimited holidays
- Remote and flexible working
- Work abroad for up to 60 days a year
- Hotel stay stipend
- Regular team events and an annual summer summit
- Company merchandise
- Apple hardware
Company values
- Customer obsession: being hyperfocused on creating a delightful experience at every customer touchpoint
- Accelerated learning: failing early and fast, but learning from each mistake so we succeed next time
- Ownership: thinking like an owner and a mentality that isn’t siloed. When you see something that's wrong, you speak up and work with others to correct it. You’re always curious and informed about what's happening in other teams
- Resilience and versatility: a positive attitude towards change and high levels of adaptability
- Startup mindset, problem-solving, and execution: taking on the right problems, challenging assumptions, and getting things done. And getting things done well
Company HQ
Farringdon, London, UK
Articles
Founders
Gokulan Kannan
(Co-Founder)Previously an Analyst at Barclays before co-founding Hotel Manager in 2018.
Ajwad Hashim
(CEO and Founder)Agni Ilango
(Co-Founder)Jay Luarca
(Co-Founder)Share this job