Customer Success Manager

Barcelona, Spain

• Customer Success
  
  

About Us

Operto Guest Technologies, the world’s leading property automation and IoT operating system for vacation rentals, hotels, and serviced apartments, is revolutionizing guest stays and hospitality management. Through technology that connects teams, guests, owners, and smart devices; Operto addresses common friction points to provide fully seamless and personalized stays - creating greater efficiency, guest satisfaction, and more revenue.

Role Overview

We are looking for an enthusiastic, technically-minded, and very personable member to join our Customer Success team in the role of Customer Success Manager. Your main objective will be to help maintain strong customer relationships by helping them troubleshoot issues as well as helping them through the onboarding process.

At Operto, we’re passionate about our customers' success. One of our core values is “Customer First, Always!” The ideal candidate will be a strategic, results driven Customer Success Manager that will work very closely with our customers and drive retention while working closely with our clients to understand and address their business needs .

If you are someone who is fanatical about customer success and tenacious at driving long term value for clients then this is the role for you!

This position is based out of Barcelona, Spain.

Role Responsibilities

• User Relationships:
• Provide ongoing relationship management with users through monthly touchpoints and engaging calls and virtual meetings.
• Proactively manage user expectations, identify customer success risks and issues, and provide first-line customer support in a timely, professional and courteous manner.
• Responsible to facilitate ongoing training to new and existing clients
• Business Acumen:
• Learn about client's specific market strategies & business processes and help clients integrate Operto’s Customer Intelligence solutions into client's business processes. You will be seen by clients as an indispensable extension to their sales & marketing teams. For our largest clients, research and propose growth opportunities to our Sales & Product team.
• Industry Expertise:
• Develop and maintain deep expertise in infrastructure markets and Operto’s analytics, library of indicators, and triggers to create value and customer success outcomes for assigned clients.
• Presentations:
• Deliver polished presentations to clients that uncover new business uses of our data and adoption of best practices.
• Client-Success First Mentality:
• Contribute to a company-wide culture of Customer Success, by deeply understanding and emphasizing client needs & challenges and bringing client perspectives front and center to other teams at Operto.
• Other duties as assigned.
  
  

Role Requirements

• 4+ years of relevant client-facing experience with at least 2 of those years in customer success with a technology company, preferably with a SaaS product
• You have experience with helping people or businesses use and get the most out of software
• Bachelor's Degree in Business, Computer Science, Computer Engineering, Information Technology, or related
• Fluent in English and Spanish or Italian (additional languages are a huge asset!)
• Hospitality Experience (operations, revenue, sales, etc.) is a huge asset!
• Strong knowledge of IoT
• Systematic and methodical approach to troubleshooting issues
• Familiarity with Samsung SmartThings platform is an asset
• Familiarity with programming languages
• Experience working with database
• Experience using tools such as Salesforce, Fullstory, Stripe, Dialpad, Outreach and Jira is an asset
• Accurate, strong analytical skills and an eye for detail
• Team player, self-motivated, flexible and open to change
  
  

Why We Love Working Here

• We have an awesome culture - it's vibrant and fun - come join in on the fun!
• We have a top Health and Dental plan! We work to ensure we have one of the best plans for our team members.
• Flexible time off policy - we want our team members to be happy and healthy!
• Team building is essential. We have regular team get-togethers, and parties, and believe in celebrating our wins and having fun
• We’re champions of diversity. Our diverse backgrounds, skills, and abilities make us stronger. We work hard to make Operto a place where everyone feels welcome, respected and supported.