Customer Success Manager

hace 3 semanas

Barcelona, España Loungeup A tiempo completo

Job Description D-EDGE is recruiting for the Lounge Up teams Lounge Up is an all-in-one platform that facilitates the management of customer relations and hotel operations. It helps hotels improve customer satisfaction, increase revenue and boost productivity.
A European leader in CRM (Customer Relationship Management) solutions dedicated to the hotel industry, LoungeUp is a profitable, fast-growing company, which today employs around thirty people between Paris and Barcelona.
More than 3,000 establishments in 40 countries already use the platform, including Best Western France, Groupe Barrière, mmv, and campsites such as Homair and Campings Paradis, not forgetting independent establishments ranging from 3-star to Palace.
LoungeUp recently joined the D-EDGE group (European leader in technological solutions for the hotel industry) and is a 100% subsidiary of the Accor group.
As a Customer Success Manager at LoungeUp, you'll be based in our Barcelona office and will manage a portfolio of Spanish and French clients. You will be instrumental in building and maintaining strong, lasting relationships, ensuring our clients are satisfied, and spotting opportunities to grow their engagement with our platform.
Your responsibilities will include:
Building Strong Client Relationships: Cultivate and nurture long-term partnerships with clients, becoming their dedicated LoungeUp contact.
Ensuring Customer Satisfaction: Regularly engage with clients to monitor satisfaction, identify potential issues, and improve their experience.
Training and Support: Conduct training sessions and provide personalized support, equipping clients to use the platform effectively and confidently.
Communicating Product Updates: Inform clients of new features and platform updates, ensuring they maximize the value of our solution.
Identifying Upsell Opportunities: Recognize and propose relevant add-ons and upgrades based on client needs, helping them make the most of our solutions.
Your ultimate goal is to ensure high client retention, deliver exceptional experiences, and reduce churn.
Preferred Experience Customer-Centric Approach: You're passionate about client success, enjoy relationship-building, and thrive on seeing clients achieve their goals.
Excellent Communication Skills: You can convey information clearly and empathetically, both verbally and in writing, across French, Spanish, and English.
Organized and Solution-Oriented: With a structured approach, you efficiently manage tasks and propose practical solutions to client challenges.
Proactive and Forward-Thinking: You anticipate client needs, suggesting ways to add value and improve their experience.
Fluency in French, Spanish, and English (all three languages are required).
Sales Acumen: You have an eye for identifying potential upsell and cross-sell opportunities.
A similar experience in customer success, account management, or a related field is a plus but not essential. What matters most is your motivation to help clients succeed and your eagerness to grow in the role.
Previous experience in a customer-facing role, ideally in SaaS or tech, is a plus.
Familiarity with CRM systems for managing client relationships and tracking opportunities.
An interest in the hospitality industry and tech solutions supporting it.
Joining LoungeUp means stepping into a friendly, vibrant work environment in our central Barcelona office, where collaboration and growth are key. We are a fast-growing company that values professional development and encourages innovative ideas.
Additional benefits include:
A friendly office atmosphere, located in the heart of Barcelona
Meal vouchers, health insurance, and transport pass
Opportunities for growth and advancement within a supportive team
Recruitment Process Interview with Head of Customer Success: Join a conversation with Grégoire Tiers to discuss the role and your fit (~60 minutes)
Case Study: Demonstrate your approach and customer success skills (~60 minutes)
Join us and help shape exceptional experiences for our clients every day.
Additional Information Contract Type: Full-Time
Start Date: 20 November 2024
Location: Barcelona
Education Level: BTEC Higher National Diploma

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