Customer Success Executive
hace 2 semanas
eviivo is an award-winning, cloud-based booking and property management platform. We help independent accommodation providers showcase their properties, manage their reservations, and connect with guests. We are looking for a passionate Account Services Executive to support our UK, Spanish, Italian and Portuguese accounts.
Its flagship product, eviivo suite, aims to provide hoteliers and hosts with a convenient all-in-one solution that makes it easy for them to manage online bookings, guests and travel agencies. Today, eviivo’s customer base consists of 30,000 small independent B&Bs, Guesthouses, Vacation Rental Owners and Hotels using eviivo suite day-in day-out to run their business.
Sitting at a cross section between Account Management and Technical Support, the Customer Success Executive will be responsible for handling existing customers’ requests involving a change into their subscription. This could mean handling the termination of an account, a change of ownership due to the acquisition of the business by another; a legal change in their subscription structure due to the acquisition of another business; increasing the room/unit count of a property or the upsell of some of our product or services to customers that need to update their eviivo subscription to reflect the constant evolution of our platform.
The Role
Manage the following processes for customer accounts: terminations, changes of ownership, subscription amendments, changes of management, property name changes…Deal with customer terminations in a timely and effective manner,Work to retain accounts and upsell features whenever possible (including calling on other departments where required),Take over online orders and KYCCreate recovery opportunities to Sales in order to win back customers,Prepare good documentation and reports on account status,Manage a varied and extensive portfolio of customers (this requires attention to detail managing the admin behind complex syntax, pricing, contracts…),Communicate effectively with the finance team and have an understanding of the billing and payments processes. Ensure these are followed correctly,Communicate effectively with other departments within the business,Continuously support and develop the reporting of the termination process to ensure that the management team is aware of trends happening in this area of the business.About you
Bachelor degree requiredA previous experience in a similar role is a strong advantageFluent Spanish and English speaker, both verbal and writtenConfident and calm when dealing with Customers, able to deal with complex casesBe very curious, willing to learn new taskTake ownership when necessary, show responsibility and go the extra mile.Previous knowledge of CRM systemResilient mind-set and able to work in a fast-paced environmentAttention to detail and ability to multi-task and to prioritiseStrong administration skills, with an understanding of the importance of attention to detailGood organisation and time management skillsCan demonstrate good commercial acumenFlexible and able to adapt to changing situationsWhat the company offers
Permanent and full-time contractHybrid position: both office and home work. Our office is located downtown Malaga, Av. Rosaleda, 22.25 paid holidays, plus statutory bank holidaysFlexible working policyRegular training & meetings to support your developmentCombine success and fun within a great company together with smart and driven people. eviivo prides itself in an open highly diverse culture, where what matters is not who you are, but what you can do or learn, to help the company move forward-
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Málaga, Málaga, España eviivo A tiempo completoeviivo is an award-winning, cloud-based booking and property management platform. We help independent accommodation providers showcase their properties, manage their reservations, and connect with guests. We are looking for a passionate Account Services Executive to support our UK, Spanish, Italian and Portuguese accounts.Its flagship product, eviivo suite,...
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Málaga, Málaga, España eviivo A tiempo completoeviivo is an award-winning, cloud-based booking and property management platform. We help independent accommodation providers showcase their properties, manage their reservations, and connect with guests. We are looking for a passionate Account Services Executive to support our UK, Spanish, Italian and Portuguese accounts.Its flagship product, eviivo suite,...
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