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Account Management & Customer Success at YourWelcome

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  • London
  • fulltime
  • ₤24000 - ₤30000 per year

THE ROLE

YourWelcome is a travel tech startup based in the heart of London. Travel was impacted hugely by the global pandemic but the team have used the time to diversify and improve our platform ready for the bounce back to global travel now that vaccinations are more widespread. We are currently looking to grow our UK support and are looking for an enthusiastic and keen account manager with excellent people skills to join our team and rise through the ranks. 

Your role will include liaising with existing clients to help them manage tasks on our platform, responding to customer enquiry tickets (helping route questions through to the appropriate team members and then responding with answers) and helping keep our support documentation up to date.

We have support teams in London and Tampa so you will need to have excellent communication skills to hand over tasks to the respective timezones to ensure everything runs smoothly.

KEY RESPONSIBILITIES 

- Ensuring all customer support tickets are responded to efficiently and customers kept in the loop during longer fixes or improvements.

- Ensuring customers are continuously receiving value from the service and product throughout the length of their subscription (by spotting your clients trends and usage patterns and reaching out to them when things dont look right).

- Prospecting and managing upsells i.e. ensuring our tablet customers are aware of our PropertyCare Check-In Tool etc

- Customer relationship-building and delivering a best-in-class customer experience

- Gathering feedback and insights from our customer base for possible new features

REQUIREMENTS 

- Excellent communication, impeccable spelling and grammar.

- A proactive approach, showing initiative and ambition.

- Willingness to take responsibility and ownership.

- Hungry for knowledge & process driven with first class organisational skills.

- Technically literate, our customers use our dashboard daily so you will need to get to grips with it quickly and efficiently in order to help troubleshoot.

- A fun and outgoing personality and most importantly, a real self starter

 

NO RECRUITMENT FIRMS PLEASE. WE PREFER TO MEET CANDIDATES OURSELVES.

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