Job description

At Optii Solutions, we design, build, market, and maintain intelligent tools for hotels to thrive in the modern world. Our product is utilised by some of the top hotels in the world, and the company’s growth has been accelerated by the COVID crisis and is limitless with the addition of great talent.

Customer satisfaction plays a central role in Optii’s strategy for creating enterprise value by relying heavily on testimonials and referrals, which in turn will accelerate sales success. The Onboarding & Customer Success Specialist is the primary contact between the customer and Optii, responsible for owning the relationship with assigned clients, ensuring a high degree of customer satisfaction and loyalty, contract renewals and the generation of additional sales from existing clients.

Excelling in this role will present numerous opportunities for career growth.

THE PRIMARY RESPONSBIBILITIES INCLUDE

Training and Deployment

• Lead the onboarding journey for new customers to ensuring a positive and successful experience that results in competent users.
• Implementing and executing remote and on-site training for hospitality staff at all levels of Optii clients at the highest professional standards.
• Provide training and support for new customers to help them get the most out of our products and services.
• Act as the main point of contact for customers during their implementation period.
• Proactively identify bottlenecks during the implementation and resolve customer/onboarding issues, escalating as necessary.

Client Engagement

• Serve as our customers' primary point of contact and build strong relationships
• Understand each customer's unique needs and challenges and develop tailored solutions to meet their needs within our CS program.
• Ensuring client's success and maximising their returns by researching and recommending opportunities, recommending profit and service improvements;
• Ensuring new and existing clients enjoy an excellent and rewarding experience of Optii, enhancing relationships and reputation.
• Identifying and harnessing new business and revenue opportunities from existing customers for Optii.
• Soliciting and committing clients to provide testimonials and references to extend sales opportunities.
• Actively collecting client feedback and attending internal product planning forums, thus working towards improving the core product.

General

• Playing an active part in supporting the HelpDesk team in answering incoming client questions and issues.
• Maintaining and expanding product, professional and technical knowledge by attending internal and external workshops, reviewing professional publications, establishing personal networks and participating in professional societies (such as ‘Professional Housekeepers Associations’);
• Collaborating with Optii offices personnel and departments such as marketing and product development to ensure efficient operation and the maximisation of opportunities across the entire company;
• Maintaining accurate records of all client interactions in Salesforce
• We are a dynamic and growing company, and sometimes we need all hands on deck to get things done that are not part of our usual routines.
• Maintain accurate and up-to-date customer information in our CRM and other channels as necessary.

Core Competencies/Knowledge and Skills

• Extensive hotel operations experience;
• Outstanding verbal, written and presentation skills with the ability to build effective relationships;
• The ability and confidence to deliver online and onsite training;
• Must be a self-motivated, creative problem-solver with strong attention to detail;
• Outstanding drive, ambition and integrity;
• Must consistently present a professional, outgoing, confident, warm and friendly presentation to our clients;
• Availability for flexible scheduling to accommodate international team collaboration with both Optii staff and partners located in different time zones.
• Strong problem-solving and analytical skills
• Ability to travel to domestic and international locations
• Hotel housekeeping experience is highly regarded
• Good personal organisation with the ability to work unsupervised.
• A high degree of numeracy and computer literacy.

Experience & Education

• Prior experience in hospitality or hotel operations is mandatory
• Bachelor’s degree in business, marketing, or a related field, or equivalent working experience.

Other Requirements

• This is a hybrid position and we expect you to have or create an appropriate work environment at home for remote work days.
• We are a close-knit global team & may therefore require some flexible scheduling to accommodate international team collaboration..
• The successful candidate must collaborate effectively, meet deadlines, think out of the box for creative solutions, manage multiple projects simultaneously, and work accurately. We are a dynamic, growing company and need all team members to possess an all-hands-on-deck attitude to get things done that may not be part of our usual routines.

Here is why you want to work at Optii!

• Our product goals are to work smarter, not harder, increase team productivity, and provide intelligent, market-first technology, and our culture reflects that.
• We are a team of high performers who are encouraged and rewarded for exceeding performance expectations.
• We value fairness and equity, so we recently revamped our PTO program to allow all full-time employees four weeks off each year.
• Our transparent leadership style allows Optii team members to stay in tune with Company goals and performance through regular all-hands meetings.
• Because we care what our employees think and encourage candid feedback, we survey employees on various topics regularly through an app called OfficeVibe.
• We promote inclusiveness and camaraderie through regular "hangouts" and team activities.
• We've brought on a company culture partner to drive our intentionality around employee engagement and to support our company leaders in facilitating these efforts.
• We have a generous benefits and a time-off package well above industry standards.

Optii is an equal-opportunity employer. All applicants are considered for positions without regard to race, religion, colour, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, severe/morbid obesity, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the company, its clients, and its employees.

Job Type: Full-time

Pay: $65,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Paid training
• Vision insurance
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Austin, TX 78751: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel management: 2 years (Required)

Work Location: Hybrid remote in Austin, TX 78751

seankuhnke.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, seankuhnke.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, seankuhnke.com is the ideal place to find your next job.