Customer Success Manager

About the role:

You will be responsible for helping our existing customers in the Dach market to leverage the full power of RoomRaccoon by upselling a range of upgrades. These upgrades range from our own premium services including automated customer upselling and entry-level revenue management to integrations with an extensive marketplace of connectivity partners covering accounting automation, point of sale, door lock, third party revenue management software and much, much more.

Your main duties and responsibilities will be - but not limited to:

• Reaching out to hoteliers directly, to advise them of the added benefits of RoomRaccoon

• Deliver demos to interested hoteliers demonstrating the scope of RaccoonPay and added benefits.

• Develop a deep understanding of our product suite and competitor pricing and product offering.

• Proactively engage with Hoteliers to understand their business goals, challenges, and objectives.

• Serve as the primary point of contact, building strong and lasting relationships with key stakeholders.

• Conduct regular check-ins and status reviews with customers to monitor their progress and satisfaction levels.

• Identify opportunities to optimise and enhance Hoteliers' experiences based on their feedback and usage patterns.

• Provide training and educational resources to empower Hoteliers to make the most of our products.

• Identify potential upsell opportunities by understanding customers' evolving needs and business objectives.

• Collaborate with sales teams to develop tailored proposals and strategies for expanding customers' product/service usage.

• Develop and execute strategies to proactively address customer concerns and mitigate potential churn risks.

About you:

• Language requirement: German & English
• 2+ years of work experience in a similar role
• Hotel sales or SaaS experience is advantageous
• Skills/Attributes:

  • Patient and empathetic towards customers, but naturally able to lead a conversation, deal with emotions and not afraid to upsell

  • Motivated working in a high-tech, fast-paced, entrepreneurial environment, requiring strong prioritisation abilities

  • Drive to revolutionise hoteliers worldwide

  • Self-motivated & able to deliver under pressure

  • Team-player

  • Organised and great eye for detail

  • Affection for both international business & tech

About us: 

Are you ready to be part of something extraordinary? RoomRaccoon is a fast-growing tech company on a mission to redefine how hotels operate. We’ve even won awards for it too!

Our growing team of 110+ professionals is spread out across 5 offices worldwide, working hard to make RoomRaccoon the world's number one hotel management system.

As Tymen van Dyl, our CEO and Founder, puts it, “It's an exciting time to join RoomRaccoon. Through innovation, we have been able to enter many different markets and grow our international team of professionals who are dedicated to helping RoomRaccoon with its mission of becoming the world's number one hotel management system.”

Perks:

• Equity
• Unlimited OTE
• Department incentive bonuses
• Formal Training & Development allowance
• Annual hotel allowance / experience
• Employee Referral Campaign
• Friday Drinks & Lunches
• Quarterly Office Massages
• Birthday Voucher
• End of year Voucher