Hospitality Success Specialist

3 days ago

Sydney, New South Wales, Australia Oolio Pty Limited Full time

Oolio Pty Limited, a leading innovator in hospitality technology and payments solutions, is seeking a talented Hospitality Success Specialist to join its Sydney-based team.

This pivotal role ensures seamless onboarding for Oolio's merchants, setting them up for success from day one. The successful candidate will work collaboratively with cross-functional teams to welcome merchants, configure their POS systems, provide comprehensive training, ensure smooth implementation, and regularly follow up to optimize their experience.

Key Responsibilities:

  • Deliver efficient onboarding of new merchants to Oolio's POS and payment systems within specified timeframes
  • Conduct welcome calls to confirm contract terms and outline the onboarding process
  • Configure POS systems, considering unique venue requirements and configurations
  • Provide remote and on-site training, as determined by the team lead
  • Schedule regular follow-ups to ensure system adoption and merchant satisfaction
  • Perform on-site technical installations, including hardware setup and activation
  • Configure POS terminals, printers, routers, and peripherals
  • Set up and troubleshoot wired and wireless connections
  • Diagnose and resolve hardware issues, such as connectivity problems, device malfunctions, or compatibility errors
  • Offer ongoing support during the first three months of the merchant's lifecycle with Oolio
  • Manage queries and support requests in accordance with current SLA requirements
  • Handle merchant invoice queries
  • Engage in proactive outbound account management to ensure holistic adoption of Oolio
  • Accurately record and manage all activity and data in HubSpot
  • Closely collaborate with Sales, Product, and Operations teams to deliver a seamless merchant journey
  • Contribute to team knowledge by answering software- and hardware-related questions and sharing insights
  • Take ownership of personal growth and development within Oolio to support the growth of teammates

About You:

  • You are an approachable and customer-focused professional who prioritizes merchant success.
  • You are flexible and adaptable, comfortable working in a dynamic, fast-paced environment within a cross-functional team.
  • You are results-oriented, driven to achieve measurable outcomes, including system adoption and merchant satisfaction.
  • You possess strong technical aptitude, proficiency in MS Office, Mac OSX, and HubSpot experience is advantageous.
  • You have excellent communication skills, both written and verbal.
  • You are organized and efficient, with exceptional time management skills and the ability to meet deadlines.
  • You are a problem solver, proactive in identifying and resolving issues to improve the merchant experience.
  • You have a passion for hospitality technology and trends.
  • You hold a current driver's license and own vehicle.
  • You have full working rights in Australia.

About the Opportunity:

  • You will be part of an innovative, close-knit team creating meaningful impacts for our merchants.
  • You will work in a collaborative environment where your ideas and contributions are valued.
  • You will receive a competitive base salary and a generous car allowance.
  • You will enjoy a hybrid working environment, with three set days in the office.
  • You will have opportunities for personal and professional growth, helping shape the future of our merchant success journey.

We estimate the annual salary for this position to be around $85,000 - $110,000 AUD, depending on qualifications and experience. Please note that this figure is based on industry standards and may vary. If you're passionate about customer success, thrive in a collaborative environment, and have a strong technical aptitude, we'd love to hear from you.

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