Client Success Specialist

What you will do #LI-Hybrid 

The Hotels Network has joined Lighthouse! We're expanding our team and are looking for a passionate Client Success Specialist to support our mission of helping hoteliers improve and optimize their guests' direct booking experience. As a Client Success Specialist supporting The Hotels Network, you will offer white-glove service to our clients and go the extra mile to make sure they are having an incredible experience. This is a strategic role with multiple facets, including data analysis, creative problem-solving, cross-team collaboration, and next-level product knowledge. If you are solutions-focused, customer-obsessed, and have experience building excellent relationships with hoteliers, we would love to talk to you!

Where you will have impact

• Account Management: set up, onboarding, proactive follow-up, and nurture relationship with current clients
• Ensure excellent coordination with the Sales Managers to ensure an accurate service to clients from prospect to experienced clients
• Analysis and suggestion of new initiatives for hotels to help improve direct bookings
• Monitor hotel results and data tracking to help hotels make better decisions
• Receive and process client feedback to improve the product
• Agile coordination with technical team and colleagues to improve shared knowledge, and facilitate efficiencies
• Regular involvement with the team meetings and team projects to bring and share good practices with all team members
• Most importantly, always ensure a high level of Client Success that will delight hoteliers around the world

About our team

The Hotels Network is an award-winning technology company providing innovative software (B2B SaaS) for the hospitality industry. Since day one, we've worked hard to bring together an awesome team with deep expertise in hospitality, product design and consumer marketing. United by the mission to help hotel brands increase direct bookings, we build pioneering technology that enables any hotel to optimize their guests’ booking experience and regain their fair share of online revenue. We believe in what we do. As do thousands of hotels around the globe.

What's in it for you?

• Impactful work: Shape products relied on by 85,000+ users worldwide
• Competitive compensation: Proactively maintained to value your work
• Flexible working environment: Work from home or at one of our global offices
• Flexible time off: Autonomy to manage your work-life balance
• 401k matching: Up to 4%
• Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 50% for dependents and spouses, plus $25/month to HSA
• Employer paid Short and Long Term Disability + $50,000 Life Insurance 
• Parental leave: 12 week company paid primary caregiver leave, 3 week company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan
• Wellbeing support: Subsidized up to 80% ClassPass subscription
• Referral bonuses: Earn rewards for bringing in new talent

Who you are

• Experience with hospitality software will make you the perfect candidate
• At least 1-2 years of experience in Customer Success / Account Management
• Experience in the hospitality industry will be highly valued
• Strong tech knowledge / Eager to learn about software
• Data analysis skills: Be able to analyze data to track customer progress and identify areas for improvement
• Proficiency in another language is welcomed

Soft Skills

• Excellent communication and presentations skills
• Problem-solving skills
• Customer-focused
• Able to work with a high degree of autonomy
• Hands-on attitude and sense of initiative
• Fun to work with
• Desire to work in a team-based, fast-paced, international environment where you will need to embrace different cultures, nationalities and languages

In addition to benefits and other Lighthouse total rewards, the annual base salary for this role is $62,000.00 - $76,000.00. We benchmark our salary ranges for new hires in relation to the role, level, and role location; however, we consider a multitude of factors, to include relevant experience, skills, and education/training, to determine compensation within the identified range.