At Optii Solutions, we design, build, market, and maintain intelligent tools for hotels to thrive in the modern world. Our product is utilized by some of the top hotels in the world, and the potential growth is limitless with the addition of great talent, particularly in this important client- facing role.
The Client Success Manager is the primary contact between Optii and our clients. From training
new clients to ensuring their ongoing success and engaging with General Managers, the Success Manager is responsible for managing the account relationships at all levels, from housekeeper to General Manager, focusing specifically on creating competent users on site and coaching them to achieve desired results and KPIs. A combination of experience in hotel operations combined with a passion for providing an exceptional client experience is a must.
The goal for this role is to ensure that Optii’s clients obtain the benefits they seek from our products, enhancing the client relationship, company reputation, and business referrals. Remuneration is in line with client satisfaction and client retention goals.
THE PRIMARY RESPONSIBILITIES INCLUDE:
Provide training to Optii users at all levels using the highest of professional standards
Be and represent yourself as an expert in Optii’s technology solutions to all client users
Coach housekeeping managers to ensure they are competent and capable of achieving
results with the Optii products
Compile, monitor and share results and KPIs with the clients’ executive team members on a monthly basis and make recommendations for improvement
Assist clients with problem resolution by phone, email, and/or video link and communicate in a warm and professional manner adhering to the service level
expectations that are outlined in detail in Playbook
Identify and harness new business and revenue opportunities from existing clients to up-sell existing clients on additional products/services (ie. Housekeeping product)
Solicit and commit clients to provide testimonials and references to extend sales opportunities
Provide excellent documentation of client interactions in HubSpot to keep everyone at Optii in the loop with client information and status updates
Contribute to Company documentation including internal manuals, and standard operating procedures so that information is up-to-date. All Optii employees are expected to help keep this documentation relevant and current
Strive to drive product improvement by actively collecting feedback from clients and attending internal product planning forums
The ideal candidate will be a talented communicator and have a passion for professional development and expand product, professional, and technical knowledge by attending internal and external workshops, review professional publications, establish personal networks and participate in professional societies (such as Professional Housekeepers Associations). This individual must have an outstanding ability to collaborate effectively, meet deadlines, think out of the box for creative solutions, manage multiple projects simultaneously, and work with accuracy. 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.
CORE COMPETENCIES/KNOWLEDGE AND SKILLS
Previous hotel experience (housekeeping and/or rooms division highly desired) at department head level or higher
Outstanding drive, ambition and integrity
Must consistently present a professional, outgoing, confident, warm and friendly presentation to our clients
Outstanding verbal, written and presentation skills with the ability to build effective internal relationships
EXPERIENCE/EDUCATION
Prior experience in hospitality or hotel operations highly desired
Degree qualified in hospitality/business or a related area
OTHER REQUIREMENTS
Position is located in our office in Austin, Texas. Remote work will be considered for the right candidate. Eligibility to work in the United States is required.
HERE IS WHY YOU WANT TO WORK AT OPTII!
Our product goals are to work smarter, not harder, increase team productivity, and provide an 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, which is why we recently revamped our PTO program to allow all full-time employees four weeks of time off per 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 time off package.
