Customer Success Executive

hace 5 días

Madrid, España Eviivo A tiempo completo

.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 theirsubscription 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.ResponsibilitiesManage 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),Create recovery opportunities to Sales in order towin 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 YouBachelor 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

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