Customer Success Manager

TravelLine is an international IT company with offices all over the world: Estonia, Bulgaria, the USA, Tunisia, Indonesia, Russia, Thailand, Kazakhstan, Kyrgyzstan.

We create online solutions and websites for hotels, helping them to simplify their workflow and earn more. Our services are used by 12,000 clients from simple apartments to the most famous large hotels up to 1700 rooms.

We are looking for a person who will join our freshly established branch in the Thailand.

What TravelLine Customer Success Manager should do:

• Bridge the gap between direct online sales and OTA;
• Ensure customers get fast time-to-value, work with revenue;
• Keep customers engaged and regularly using products;
• Build customer loyalty and reduce churn;
• Keep a “high-level view” of the entire support process;
• Work to fix issues before they happen;
• Be ready to work proactive and hold online/offline meetings with customers;
• Prepare presentations for QBR calls.

Your duties for probation period:

• Teach clients how to work with the TravelLine platform;
• Provide strong support by processing clients’ requests via calls, emails (ex. the bring meaning of the reports, how to settle product);
• Handle the feedback from clients and transfer technical requests to the 2nd support line;
• Check that our products are working correctly on the client-side. In case of finding mistakes, create and send to a client a list of recommendations for a proper work.

Our team is growing rapidly in the APAC region and are looking for a Customer Success Manager to onboard, train and guide our clients (hoteliers) in Phuket (Thailand) to use our products and support them with both technical and non-technical problems.

• Based in Phuket, Thailand;
• At least 1-year experience within Account Management or Customer Service of IT-company;
• Experience within the hospitality or technology industry for hoteliers would be your advantage;
• Strong communication skills, both written and verbal English and Thai;
• Very proactive, able to build strong relationships with clients;
• Comfortable with CRM and computer software;
• Comfortable with ticket and helpdesk systems (Zendesk, Omnidesk, or Jira);

• Fully-remote position
• Competitive salary based on experience
• Great room for growth within the company
• Laptop and headset for work
• Fast-paced, ever-growing start-up environment with full support from the established international team
• Business trips

If you’re interested in the position, send us your CV with a brief self-introduction story and we’ll get back to you shortly.