Customer Success Specialist

3 days ago

Keilor East, Victoria, Australia RMS Full time $60,000 - $80,000 per year

About RMS Cloud

At RMS Cloud, our people create innovative solutions that empower the hospitality industry across the globe. As a rapidly growing SaaS company, we have developed a robust and fully integrated property management system with a comprehensive suite of native features, trusted by businesses in over 70 countries.

Every team member at RMS Cloud plays a key role in shaping the future of our platform and our business. Together, we are driving innovation and making a real impact on the global hospitality landscape.

Your Impact

As a Customer Success Representative, you'll be instrumental in ensuring our customers succeed with our SaaS product. By delivering responsive support, proactive solutions, and a seamless client experience, you'll foster strong relationships and help customers achieve their business goals. You'll stay informed on product developments and industry trends to provide exceptional guidance and drive product adoption.

What you'll be doing:

  • Respond to customer inquiries with effective solutions and timely resolution.
  • Provide training on product features, updates, and best practices to maximize customer value.
  • Escalate complex issues to senior teams for efficient problem-solving.
  • Collect and share customer feedback with internal teams to enhance the product.
  • Maintain accurate documentation of customer interactions and insights.
  • Continuously expand product knowledge and refine skills to deliver advanced support.

What you'll bring:

  • Strong problem-solving and communication skills, with a focus on empathy and patience.
  • Proactive approach to learning and applying new insights for customer success.
  • Ability to collaborate across teams to share knowledge and improve customer outcomes.
  • Proven track record in achieving metrics such as first-response times, CSAT scores, and product adoption rates.
  • A customer-centric mindset with a passion for helping others achieve success.
  • Experience with RMS Cloud PMS or other Property Management Systems is highly regarded.
  • Experience in supporting customers with account payments and disputes, or reconciliation tasks is an advantage.

What can you expect from us?

  • Career Progression Opportunities
    – As we grow, you grow There's always room for advancement and new challenges to help you expand your career.
  • Freedom to Create
    – We want to hear your ideas You'll have the freedom to innovate and make an impact with your work.
  • Hybrid Work
    – Enjoy the best of both worlds with the flexibility to work from home and connect with the team in the office when needed.
  • Impactful Work in a Global Company
    – You'll be part of a growing global team where your work directly contributes to the success of our business and makes a real difference in the hospitality industry.
  • Inclusive & Collaborative Culture
    – We're a friendly, dynamic team where everyone's voice is heard, and working together drives our success.
  • An Innovative & Empowering Environment
    – Work in a space that encourages creativity, new ideas, and problem-solving to help you grow and thrive in your career.

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