Customer Success Coordinator

Our Company - Actabl

• Mission: Our mission is to empower the people that power hospitality. We’re on a journey to provide better solutions for hotel companies as the world around us evolves and changes related to using technology, finding labor, and maximizing profits.- it is important that the mission inspires you even if you haven’t worked in space before.
• Industry: We are a hospitality company selling software as a service. 
• Customers: We serve hotels - both onsite hotel operators and above-property hotel management groups. 
• Team: We are a global team of 350 with a remote-first mindset. We have hubs with office space in Atlanta, Tampa, and Denver. - if you are local to these areas you will have the option to work remotely and/or in-office
• Structure: We are organized around the following key departments: Revenue, Customer Experience, Product, Technology & Quality, People, Finance, Business Operations & Strategy.
• Funding: We have significant investment from private equity firm ASG, which has allowed us to expand our teams and move faster in our mission to empower the people that power hospitality.

• Start with People: We are in the hospitality business and hospitality starts with people. This impacts both our being and our doing.
• Being: Our default posture is kindness and warmth. We are responsible for building relationships, earning trust, and having fun. These things are fundamental to hospitality.
• Doing: We will succeed if we start with great people working as one team. We will fail if we discount the importance of people and work alone. Empower others, speak the truth with care, and go together.
• Demand Integrity: Without integrity, nothing else matters. Be trustworthy, be ethical, and be consistent whether someone is watching or not. Demand integrity of yourself and others to build the fabric of a high-integrity organization.
• Delight the Customer: We hold ourselves to incredibly high standards and understand that excellence is the product of doing a thousand small things very well. Our job is not done until we have exceeded our customers' expectations. We aim to delight our customers in the same way our customers aim to delight their guests. The question is not if completed a process or hit a metric, the question is whether or not the customer is delighted.
• Champion Innovation: We compete in the game of change and win through innovation. Our customers have problems that are always changing and they rely on us to adapt to solve them. Think big and then think bigger when it comes to the innovation required to tackle these problems. We will endure for our people, our customers, and our investors if we innovate through change.
• Make it Happen: We apply constant, inspiring, pressure to ourselves and others to get things done. We cultivate high "Hospitality Quotients" (Grit + Intelligence + Empathy) to perform better today than we did yesterday. We show up prepared, care about the details, and follow through. Don't get distracted. Don't stop at blockers. Don't make excuses. Find a way and drive until it is done.

In this role you will:

Typical Functions:

• Assist Customer Success Managers in managing a portfolio of customers, throughout the customer journey
• Act as a liaison between customers and internal teams, coordinating communication and ensuring timely resolution of customer inquiries or issues
• Monitor and manage projects for the CSM team
• Utilize TeamSupport system to review and provide updates to account escalations, including but limited to, overdue support tickets, urgent tickets, etc.
• Monitor remediation plans and flag any potential risks or opportunities for accounts
• Analyze system usage and product adoption with tools like SiSense and Pendo.
• Monitor, create reporting, and maintain data in various platforms including SalesForce, TeamSupport and ChurnZero
• Provide regular cadence of Customer Success reporting to team leads.
• Prepare regular reports and updates on customer success metrics, trends, and achievements
• Support CSM team with system audits, data analysis, and the creation of Business Reviews
• Collaborate with cross-functional teams, such as support, sales, marketing, and product development, to ensure a seamless customer experience
• Other duties or functions may be assigned.

• Bachelor’s degree-Field of Study: Business Administration, Hospitality or general Bachelor’s degree and 2-3 years of experience, or a commensurate combination of education and experience.
• Excellent organizational, presentation and communication skills (written and verbal).
• Strong attention to detail and analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans.
• Ability to succeed in a fast-paced, dynamic and high growth technology environment. A successful candidate will be a self-starter, who is able to work independently as this is a fully remote position
• Experience in Excel, Word & Powerpoint is required; proficiency in G-Suite (Google Drive, Gmail) is preferred.
• Experience in SalesForce, ChurnZero, TeamSupport, Monday.com preferred.
• Experience in Customer Success, Account Management or related disciplines for a global SaaS or enterprise software business Customer facing experience with large and strategic customers preferred.
• Hospitality Industry experience preferred; Customer Success is the “Front Desk” of Actabl - we are looking for individuals who are passionate about serving the people who power the service industry!

Job Benefits

• Health & Wellness
• Medical, dental, and vision insurance for employees and dependents
• Employer-paid Life and AD&D, Short-Term Disability, and Long-Term Disability
• Employee Assistance Program provides counseling for a variety of needs
• Financial Wellbeing
• Marketable base salary and competitive bonus structure
• Employer-paid medical, dental, and vision insurance for employees
• Retirement plan and 401(k) match
• Flexibility & Time Off
• Discretionary time off to be used when needed
• Robust company holiday list and winter closure
• 12 weeks of parental leave for birthing and non-birthing parents