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Customer Success Specialist

We are looking for an exceptional candidate to join our Customer Success Team.

Customer Success Specialist

By joining all of the departments of your hotel with a single operations platform for internal communication and task management, ALICE helps your staff act as a team to provide consistently excellent service. ALICE’s main product - ALICE Suite - brings together your front office, concierge, housekeeping, and maintenance teams, and connects your guests to your hotel with our app and text messaging tools. The ALICE platform is also available as specialized software and mobile applications for your staff (ALICE Staff), your concierge (ALICE Concierge) and your guests (ALICE Guest). Each module can be integrated with your PMS and third party management systems. ALICE’s partners include 3-5 star independent and managed hotels, hotel groups, residential condominiums, serviced apartments, vacation rental companies, and concierge companies looking to provide exceptional service through mobile staff technology and guest communication channels. Third-party service providers also leverage the ALICE API. ALICE was founded in 2013 by Justin Effron, Alex Shashou, and Dmitry Koltunov, and has raised $39M to date. 

Position Summary

As a Customer Success Specialist, you will work with our Customer Success Managers to support customers. This is a customer-facing role requiring strong empathy for users. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills.  A desire to immerse yourself in leading mobile, cloud and analytic solutions will serve you well.  As a career path, Specialists typically transition into Customer Success Managers with experience.

Responsibilities

  • Product expert
  • Responsible for the setup of new customers
  • Launch and train new customers globally, but focused on Americas
  • Daily respond to customer support requests
  • Track requests and bugs through completion and notify customers

Professional Competencies

  • Solid communication, listening, and writing skills
  • Ability to problem solve and resolve client issues
  • Detail oriented and analytical.
  • Strong team player but still a self-starter.
  • Organized and reliable

Requirements

  • 50-70% Travel
  • Native Spanish speaker (we will hire both but this is a HUGE plus)
  • Bachelor’s degree
  • 0-1 years of customer facing experience
  • Excellent organizational, presentation and communication skills
  • Strong written and verbal communication skills
  • Nice to have: experience working in a hotel in a role such as front desk agent or in the back of house

Benefits

Competitive salary, health care & stock options

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