Customer Success Team Lead EMEA

Job description

OTA Insight is a leading cloud-based data intelligence platform for the hospitality industry. We provide hoteliers and revenue managers with a suite of revenue management solutions that empower them to make smarter revenue, distribution and marketing decisions every day.

Today OTA Insight is present in more than 185 countries around the world and has more than 55,000 partners. When you start here, you’ll find yourself in an environment that's exciting, motivating, challenging, and fun.


We are expanding internationally and are looking for a full-time Customer Success Team Lead. This individual will be based out of our office Ghent or London.

Objectives:

  • Build a world class customer success organization in the UK that is managed with little oversight from other key stakeholders

  • Create a best in class onboarding scheme that can be implemented globally

  • Co responsible and lead the Customer success team in order to maintain both the high OTA Insight standard for customer service, and the NPS score.


What you’ll do: 

Customer Success responsibilities

  • Assist internal and external stakeholders with their queries around the platform and product.

  • Liaise with business development teams as SME for internal questions.

  • Liaise with engineering teams to drive development of customer requested enhancements

  • Develop strategy to better assist internal and external stakeholders with their queries around the system

  • Develop processes to ensure timely responses to queries from clients

  • Define and improve processes, procedures and policies to ensure a consistently high level of service is adhered to

  • Where necessary identify shortfalls in the process and procedures, suggest process improvements, and carry out appropriate actions

  • Create a culture of customer delight

  • Make sure supporting materials and product user manuals are being prepared and maintained.

  • Report and follow up once a week to the Dir of Customer Success and Operations.


Team management responsibilities

  • Hire, enable and retain a highly motivated customer success team in collaboration with the People & Talent team

  • Focus on weekly one-on-ones that help customer success executives develop in all areas of customer service success and personal growth

  • Create a culture of success with ongoing business and goal achievement and understand and promote that values that have made OTA Insight a long term success

  • Be a motivator, ensure that customer success executives have a clear understanding of our vision, mission and values and that they exhibit them as they work with customers

  • Set expectations on performance, do regular follow ups, give feedback and where necessary mentor people to get them back on track

  • Set up training and mentoring for new and current team members to bring the team to the next level

Requirements

Requirements:

  • Proven excellence and experience for at least a 2 years in the role of Customer Success Executive or in a similar role

  • Proven ability to engage across different departments functions (sales, engineering, product...)

  • Excellent organizational, planning, and communication skills

  • Strong entrepreneurial skills to excel in a complex and rapidly evolving environment

  • Excellent coach and ability to quickly assess top talent to build a winning team

  • Demonstrated experience in the hospitality industry.