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Customer Success Advisor - Vietnamese

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SiteMinder

2mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • Manila

AI generated summary

  • You should have a sales background, passion for customer success, and experience in customer-facing roles within SaaS, ideally in hospitality. Fluency in Vietnamese and English is essential.
  • You will advise customers, identify needs, manage conflicts, analyze data for trends, and provide insights on retention strategies to enhance their experience and achieve their goals.

Requirements

  • Have sales/revenue background
  • Have a genuine passion for customer success and providing great customer experiences.
  • Enjoy a fast-paced, results-oriented environment and thrive on exceeding expectations.
  • Have experience working in a customer-facing role, ideally within the hotel industry of SAAS.
  • Experience using SAAS products and an ability to quickly identify customer issues and the resolutions required for product optimisation.
  • You have a high level of Vietnamese & English languages

Responsibilities

  • Be a trusted advisor to our customers, helping them achieve their goals and maximize the value of our products.
  • Proactively identify customer needs and challenges, developing solutions to optimize their experience.
  • Effectively manage conflict, negotiate contract terms and meet targets related to customer retention.
  • Analyze customer data to identify trends, opportunities for improvement, and potential churn risks.
  • Become a subject matter expert on customer retention drivers, providing valuable insights to the business.

FAQs

What is the role of a Customer Success Advisor at SiteMinder?

The Customer Success Advisor works alongside regional teams to retain and optimize customers, increasing customer lifetime value by providing outstanding support and sales experiences.

What qualifications are required for this position?

Candidates should have a sales/revenue background, experience in a customer-facing role (ideally in the hotel or SAAS industry), strong customer support skills, and fluency in both Vietnamese and English.

Is prior experience in the hotel industry necessary?

While not strictly required, experience in the hotel industry is preferred, especially in a customer-facing role.

What type of environment can I expect while working at SiteMinder?

You can expect a fast-paced, results-oriented environment that values exceeding expectations and fostering genuine customer success.

What are the benefits offered by SiteMinder?

Benefits include mental health and well-being initiatives, generous parental leave, paid leave for birthdays, study, and volunteering, sponsored social clubs, and training for personal growth.

How does SiteMinder promote diversity within its workforce?

SiteMinder promotes a diverse and inclusive culture that respects various voices, identities, backgrounds, experiences, and perspectives, encouraging everyone to bring their unique selves to work.

Is training provided for professional development?

Yes, SiteMinder invests in personal growth by offering training opportunities for employee advancement.

What should I include when applying for the position?

When applying, please include your resume and share your pronouns as well as any adjustments you may need during the interview process.

How can I be part of the SiteMinder team?

To be part of the SiteMinder team, submit your resume, and the Talent Acquisition team will reach out to you.

Are there any specific skills required for customer retention?

Yes, effective conflict management, negotiation skills, and the ability to analyze customer data to identify trends and risks are essential for customer retention.

The name behind the only software platform that unlocks the full revenue potential of hotels.

Technology
Industry
1001-5000
Employees
2006
Founded Year

Mission & Purpose

SiteMinder is a leading provider of cloud-based hotel distribution and booking technology, designed to help hotels and accommodation providers manage their online presence and maximise their bookings. The company offers a platform that integrates with various online travel agencies (OTAs) and booking channels, enabling hotels to efficiently manage reservations, rates, and availability. SiteMinder’s ultimate mission is to empower hotels with innovative technology that enhances their online visibility and drives revenue growth. Their purpose is to streamline the booking process, optimise hotel operations, and provide a seamless experience for both hoteliers and travellers in the increasingly competitive hospitality industry.