Team Leader

SiteMinder; Barcelona; Híbrido; EUR 45.000 - 70.000; Jornada completa

Descripción de la vacante

A leading company in hotel commerce is seeking a Customer Success Team Manager. This role involves leading and coaching a team to maximize customer satisfaction while analyzing key performance metrics. The ideal candidate will have a proven track record in customer success and excellent communication skills, especially in English and Spanish.

Servicios

Equity packages

Hybrid working model

Investment in personal growth

Private health insurance

Co-working community events

Discount for Urban Sports Club

Mental health initiatives

Generous parental leave policy

Paid days off for birthdays, study, and volunteering

Quarterly team events

Employee Resource Groups

Formación

• Proven experience managing customer-facing teams.
• Deep understanding of customer success best practices.
• Experience in data analysis to drive retention.

Responsabilidades

• Guide and mentor a team of Customer Success Advisors.
• Analyze data and develop retention strategies.
• Ensure team achieves key performance indicators.

Conocimientos

Leadership

Customer Success Expertise

Data Analysis

Communication

Descripción del empleo

At SiteMinder we believe the individual contributions of our employees are what drive our success. That's why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It's in our differences that we will keep revolutionising the way for our customers. We are better together

What We Do…

We're people who love technology but know that hoteliers just want things to be simple. So since 2006 we've been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We've helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we're the world's leading open hotel commerce platform, supporting 44,500 hotels in 150 countries - with over 100 million reservations processed by SiteMinder's technology every year.

About the Customer Success Team Manager

Are you a passionate leader with a knack for building high-performing teams? Do you thrive on exceeding customer expectations and driving business growth? If so, then this leader role at SiteMinder is the perfect opportunity for you

What you'll do...

Team Leader & Coach : Guide and mentor a team of Customer Success Advisors

Retention Strategist : Become an internal Subject Matter Expert (SME) for customer retention and churn. Analyze data, identify trends, and develop data-driven strategies to minimize churn and maximize customer lifetime value.

Performance Champion : Ensure that your team consistently achieves or surpasses key performance indicators (KPIs) related to customer success.

Pipeline Master : Manage the customer success pipeline, ensuring strong delivery to forecase

Optimisation Lead : You develop a deep understanding of how our hotel software is best optimised for customer success and you will guide and train a team of customer success advisor to assist our customers to optimise their product experience.

What you have...

Proven leadership experience : Extensive experience managing and motivating customer-facing teams.

Customer Success Expertise : A deep understanding of customer success best practices, with a proven track record of driving retention and growth.

Coaching Prowess : The ability to provide constructive feedback, coach for development, and celebrate successes.

Data & Analytics Savvy : Experience in analyzing customer data to identify trends and develop data-driven strategies.

Communication Champion : Excellent communication skills, both written and verbal, in Spanish and English.

• Equity packages for you to share in SiteMinder's growth and successes
• Hybrid working model in a prime location in Barcelona
• Investment in your personal growth with a structured and foreseeable career pathway
• Private health insurance
• Cloudworks co-working community - events, discounts, breakfasts…
• Discount for your Urban Sports Club subscription
• Mental health and well-being initiatives
• Generous parental (including secondary) leave policy
• Paid birthday, study and volunteering days off every year
• Fun quarterly social and team events
• Employee Resource Groups (ERG) to help you connect and get involved

Does this job sound like you? If yes, we'd love for you to be part of our team Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.

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