Customer Success Specialist

Exely is a global IT company specialising in online solutions and websites for hotel industry. We help hoteliers increase their direct sales and automate operations. With a client base of over 6000 properties from 56 countries, ranging from small hotels to large resorts, we are committed to delivering exceptional customer service and support. Our distributed team works from 20 countries in APAC and EMEA regions and speaks 35+ languages providing an exceptional possibility to share global exchange experience.

Our team is growing rapidly in the APAC region and are looking for a Customer Success Specialist to increase revenue of our clients (hoteliers) in Colombo, Sri Lanka.

Are you passionate about maximizing hotel revenue and building strong relationships with clients? Apply for Customer Success Specialist position at Exely, where you will have the opportunity to help hotels streamline their workflows and boost their revenue with our innovative online solutions.

As a Customer Success Specialist, you will:

• Be the primary contact for local clients in Sri Lanka, addressing any queries or issues early on;
• Observe and evaluate client performance to determine ways to enhance it, and provide suggestions accordingly;
• Arrange and hold frequent check-ins and quarterly business reviews to monitor client progress and discover new prospects for growth. We expect you will be able to handle 15 onsite meetings per month with clients;
• Work alongside internal teams to fix client problems promptly and ensure their experience is smooth;
• Work with the current customer base proactively to boost direct online sales;
• Keep focus on revenue strategy and help partners in achieving high results;
• Participate in local events and be engaged in the proactive marketing activities such as webinars, exhibitions and business breakfasts with partners;
• Work in an global team and have a good opportunity to exchange experience and implement the best practices in life;
• Maintain a good knowledge of our products and keep yourself informed about current industry trends and top practices;
• Promote our clients' interests within the organisation, encouraging the creation of new product features and developments, based on feedback from our clients.

Probation period:

The first three (3) months of your employment will be considered as a probationary period. During first 2 months, you’ll attend courses related to our IT products and service rules, and you'll be onboarded by Customer Support Department and after that, starting 3d month you’ll start your work in Customer Success Department.

Expected results for probation period:

• Pass product certification;
• Pass support certification;
• Pass analytics tools for Customer Success Specialist certification;
• Pass the usability of the hotel's website certification.

Requirements

• Based in Colombo, Sri Lanka;

• At least 1 year hands-on experience within Account Management/Sales/Revenue management/Customer Success in Hotels/OTAs/HotelTech/IT-companies/E-com/Airlines;
• Experience in OTA/Hotels (Revenue/Sales/Marketing/E-com departments) would be a great advantage;
• Knowledge of revenue structure of hoteliers would be a great advantage;
• Strong communication skills, both written and verbal Sinhala and English;
• Very proactive, able to build strong relationships with clients;
• Strong analytical skills;
• Comfortable with CRM and computer software (Excel, Power BI);
• Comfortable with ticket and helpdesk systems (Zendesk, Omnidesk, or Jira).

Benefits

• Competitive salary based on your experience;
• Commissions based on KPI;
• It's remote full time job with working hours 09AM-6PM (UTC+5:30);
• Laptop, headset and mobile phone for work;
• You will have a dedicated training manager, with onboarding and constant support from an experienced manager. Initially, you will be accompanied by members of our international team to meetings;
• The start-up environment is fast-paced and constantly growing, with full support from our established international team;
• The company covers business trips around Sri-Lanka;
• English Speaking Club with colleagues from around the world;
• Online&Offline camps, workshops and gatherings;
• Network with colleagues from all over the world (Random Coffee Program).