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Customer Success Associate

About ALICE

We are a NYC based startup with a global team that is reinventing how hotels operate. In an industry of fragmented systems and limited consumer technology, ALICE provides an integrated cloud platform that becomes the central system for a hotel's guests, staff, and management. Through ALICE, a hotel can track and dispatch work to the concierge, front desk, housekeeping, valet, maintenance, and more while also giving the guest an entirely new way to engage through a mobile app and SMS. ALICE is grounded in design thinking, and aims to remove the friction from the guest-hotel-staff experience. We strive to create a simple, intuitive, and powerful platform for hotels to go mobile and achieve operational excellence.

 

About the Role

As a Customer Success Associate, you will work with our customers and Success Managers on a daily basis to complete projects and respond to various requests, questions and issues.  This is an entry level role requiring understanding of project management and organizational skills. A strong technical acumen will prove very helpful in your growth and ability to succeed in this role.  You will work directly Customer Success Managers to complete a variety of projects and configuration requests with the ALICE platform. This role will be dedicated 75% project work and 25% to customer support.  The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills. This role is designed to create a clear path into the Customer Success Specialist role so an interest in training customers and travelling to implement the product is required long term.

 

Responsibilities

  • Maintaining a positive, empathetic and professional attitude toward customers at all times
  • Completing projects and assignments on time and accurately
  • Responding promptly to customer inquiries
  • Engage and build customer loyalty by delivering above-and-beyond hospitality via email, phone and other digital communications
  • Act as a main point of contact for customer hospitality via digital channels and ensure timely responses to customers
  • Knowing our products inside and out so that you can answer questions
  • Keeping records of customer interactions, transactions, comments and complaints
  • Communicating and coordinating with colleagues as necessary
  • Providing feedback on the efficiency of the customer service process
  • Ensure customer satisfaction and provide professional customer support

 

Professional Competencies

  • Strong communication, listening, and writing skills
  • Ability to problem solve and resolve issues
  • Detail oriented and analytical
  • Strong team player but still a self-starter
  • Organized and reliable: able to work independently with little direction when necessary
  • Proficiency in working with Microsoft Office, particularly Excel
  • Experience in G-Suite (Google Docs, Gmail) a plus
  • Basic SQL knowledge a plus

 

Requirements

  • Bachelor’s degree
  • 0-2 years of customer facing experience
  • Excellent organizational, presentation and communication skills
  • Strong written and verbal communication skills
  • Hospitality background required
  • Languages: Spanish is a plus but not required
  • Nice to have: experience supporting customers at a software company
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