Hoist Group develops holistic solutions for hoteliers. With more than 20 years of proven hospitality experience, Hoist Group is the market leader in innovative Property Management, Internet Access, TV Systems, Locks and Interior Equipment, as well as Hospitality Services with the Hoist Dashboard at the center. Headquartered in Stockholm with 23 offices across EMEA, Hoist Group is 600 dedicated staff serving already over 8,000 unique hotels.

Customer Success  Support  Team is dedicated to helping customers achieve their goals. it optimizes the company's value in the eyes of the customer by providing them with useful resources and reliable support. When successful, customer success team fosters and develops a mutually beneficial relationship between their company and the customers they work with.

As Customer Success Support Team Leader you will be responsible to coordinate and motivate your own team members ensuring customers achieve their desired outcomes while using Hoist Group’s products and services. You will make sure to execute proper actions which facilitate decreasing customer churn, maximizing customer satisfaction, and increasing up-sell/cross-sell opportunities for the company.

Customer Success Support Team team usually interacts with other company’s departments such as Sales, ISS, Finance and NOC in achieving their goals and maintaining a profitable customer’s relationship

Your Responsibilities:

•    Ensure resources and competence within the team
•    Establish an ownership of all the support tickets generated by customers until it is resolved 
•    Participate in customer meetings - when required
•    Continuously strive for better workflow and processes
•    Provide accurate, valid and complete information to the customers by using the right methods and tools in a timely fashion
•    Analyze profitability and deviations
•    Coach and lead the team against pre-set goals/KPIs 
•    Manage maintenance charges to the customers, when applicable 
•    Provide timely feedback to the company regarding service issues, bug issues or customer concerns, which can generate potential up-selling opportunities
•    Analyze churn rate and advise on potential corrective measures
•    Work closely with ISS Director and CSM to solve problems collaboratively
    

•    Excellent language skills (written and spoken) in Italian and English; Portuguese and Spanish are considered as a plus
•    3+ years of experience leading customer success or support teams with strong customer orientation, preferably with technology/SaaS companies
•    Combine technical know how with empathy, patience and resilience
•    Have experience supporting customers using Networking solutions,  internet/mobile products, and/or PMS solutions
•    Strong communication, leadership and coaching skills
•    Open and eager to learn
•    Posses a great understanding of and interest in the Hospitality Industry 
•    Familiar with customer support tools and structured way of working based on KPIs
•    Confident dealing with difficult conversations and experience of performance management
•    Must be customer centric and have the ability to adapt/respond to different characters
•    Ability to multi-task, prioritize and manage time effectively
•    Self motivated and can manage change in a positive manner

Hoist Group MED Region (Italy, Portugal, Spain, and Turkey) is searching for a Customer Success Support Team Leader to join our Customer Success Support Team.

You will have a key role in the company and the opportunity to play a key part in the organization. We are seeking motivated and high energetic people. We offer a long term contract with a competitive salary.

OR on a jobsite:

If you are up for the challenge and interested in joining our team, we welcome your application via our job portal: https://jobs.smartrecruiters.com/Hoistgroup