French Customer Success Specialist

Contrat à Barcelona, 08002 - CDI - 14/11/2019


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At Amenitiz we are a team of passionate individuals, building the future of the hospitality industry.  We are developing a centralised platform to address all the digital needs of independent hoteliers and vacation rental owners. Our SaaS solution allows them to manage all the digital aspects of their properties (Website, sales, client management…) saving them valuable amount of time and money.

Co-founded by Alexandre (Ecole Hôtelière de Lausanne), Emmanuelle (ESCE) and Frédéric (ESSEC), we now have clients on 4 continents ranging from beautiful villas in greece to powerful brands like Pierre & Vacances.

We’re looking for dynamic and ambitious people to join us on our mission ! Our offices are located in the heart of Barcelona, right next to Plaza Catalunya.

Missions

With great growth comes great responsibility.

One of the most challenging goals at Amenitiz is to keep our clients super happy.

You will be in charge of our customer happiness and success using the product, you're in the front line of the company and you will be a reflection of the level of service we give our clients.

You will be responsible for managing our portfolio of clients and helping them to achieve a better understanding of the product, but also to link with the product team to make sure we always exceed expectations.

Your missions
  • respond to and/or escalate their product related enquiries,
  • ensure they know how to use Amenitiz and help them become product experts themselves,
  • assist them on an everyday basis so that they follow the best practices,
  • do your best to build amazing relationships with our customers to limit the churn rate
As their trusted contact you will have a direct impact on our customer satisfaction, product adoption and customer lifetime value.

Your responsabilities
At Amenitiz we're aiming to build long term relationship with our clients, as such we don't think the number of tickets solved per day or how fast you dealt with a request are a good indicator of what we're trying to achieve. What matter to us :
  • how well you answer to your clients, finding solutions to all their problems
  • how fast you manage to solve concrete customer issues, reduce your request ratio per client by educating them and avoid repeating yourself.

You will also:
  • Work with the product and tech teams to share the feedback of your clients, you are their voice within the company.
  • Work to find ways to help our customers to become more independent, building up our self-support offers (FAQ, Videos, emails...).

Profil

Your profile
  • You have a first significant experience in a customer facing role (Saas company is a plus).
  • Past experience in the hospitality industry is a plus
  • Strong empathy skill, real desire to help customers
  • You have excellent verbal and written communication skills in French (native) and a good level in English
  • You are a problem solver and rigorous

In return of a great motivated profile, we offer:

  • An amazing working environment
  • A very competitive salary
  • The opportunity to have a huge impact on developing a fast-growing business
  • The team is growing fast and we offer plenty of career and development opportunities
  • Regular team and global events
  • Great coffee, fruits, ping-pong, video games

We’re growing fast and are looking for someone to join the team ASAP. If you believe you are the one we’re looking and want to join a great entrepreneurial adventure in its early beginnings then we want to hear from you !

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