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Customer Success Manager (M/F/Nb)
Posted on Nov. 21, 2024
- Barcelona, Spain
- No Salary information.
- Full Time
- WHO IS LOUNGEUP
\uD83D\uDE80 LoungeUp is an all-in-one platform that streamlines customer relationship management and hotel operations. It helps hotels enhance guest satisfaction, increase revenue, and boost productivity.
\uD83D\uDCCA LoungeUp is a European leader in Customer Relationship Management (CRM) solutions dedicated to the hospitality industry. Profitable and rapidly growing, the company has a team of about 30 employees based in Paris and Barcelona.
Its platform is used by over 3,000 establishments across 40 countries, including groups such as Best Western France, Groupe Barrière, mmv, as well as campsites like Homair and Campings Paradis. It also serves independent establishments ranging from 3-star hotels to luxury palaces.
In March 2024, LoungeUp joined D-EDGE, a major provider of hospitality technology solutions and a subsidiary of the Accor Group. This acquisition aims to offer a comprehensive suite of integrated solutions for the hospitality sector, addressing every step of the guest journey, from booking and on-site experience to guest loyalty.
\uD83C\uDFAF YOUR MISSIONS
- 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.
- YOUR PROFILE
- 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.
- 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.
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.
\uD83D\uDC9C WHY JOIN US ?
- Interest in Technology: You are passionate about the hospitality industry and curious about new technologies.
- Continuous Learner: You are motivated to learn and grow within a dynamic and fast-growing team.
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 BarcelonaMeal vouchers, health insurance, and transport passOpportunities for growth and advancement within a supportive team
\uD83C\uDF89 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.
Lounge Up is an equal opportunity employer. We do not discriminate based on race, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any other status protected by law.
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