Customer Retention Executive

*We operate in a Hybrid working model and offer flexibility for all our employees coming to our office in Soho, London and working remotely*

About our company
Triptease. We are a disruptive force in the tech space for online travel. Never one to shy from big challenges, we built our reputation on empowering hotels to stand up to the might of Online Travel Agents.

We are uniquely positioned to help hotels in their greatest time of need. The world class data set we’ve been building, combined with a new set of digital marketing tools has positioned us to accelerate our impact to Hoteliers.

With offices in London, NYC, Barcelona and Singapore, we drive over £1bn in revenue for hoteliers around the globe. As we gear up for our next stage of growth, now is an ideal time to join our fast-growth and well funded technology business.

Inclusion is how we unleash the power of diversity. It is how we build our teams, cultivate our leaders and ensure Triptease is the right fit for every person.

Come join us on our journey, be comfortable bringing your authentic self to work..Be you!

About the role

We are looking for an energetic and driven individual to join our Customer Success team. You will be responsible for driving high retention across our SMB customer base, using data to showcase value at scale and ensuring they receive high quality support, training and guidance in order to achieve our internal retention KPI’s. You will be collaborating with our small to medium sized customers on a daily basis by email and over video call to ensure they are getting optimum results from our products and handle their renewal and churn conversations. We’re looking for an individual who can show passion to drive direct customer bookings across a larger number of accounts.

Our vision is to help hotels increase customer loyalty and direct booking revenues through the online channel using our unique technology and services. The single biggest challenge hotels face today is increasing revenue through this channel and reducing reliance on costly third parties. Since we launched in 2013, we have driven over $1 Billion in direct online revenue to our customers worldwide.

Responsibilities:

Relationship Management

• Accountability of inbound communication for a select group of customers through email and video calls demonstrating the value of Triptease
• Help clients build out their Direct Booking strategy working cross-functionally with Sales, Product and Marketing to develop suggestions/ideas

Process adherence and optimisation

• Follow internal processes and meeting internal SLAs continually improving each process
• Launch one-to-many email campaigns and report on communication trends to improve efficiency and service
• Maintain accurate Salesforce, CSP and other system updates

Problem solving

• Identify risk and handle customers objections
• Collect customer feedback and liaise with product teams internally

Requirements

• Hawkish attention to detail & excellent organisational skills
• You thrive in a fast paced & accountable environment with a hunger to always be learning
• Your communication skills are outstanding - you consistently stand-out as a relationship builder amongst your peers
• You are self-motivated, with the ability to work both independently and as part of a team

Nice to have, but not essential

• Additional languages
• Experience with Salesforce, Intercom, Linear
• Knowledge of basic web and e-commerce terms and concepts
• Experience within the Hospitality industry and/or Sales or Relationship Management

Benefits

Our start-up culture means everybody's contribution matters and is celebrated. We set ourselves ambitious goals and are proud of our ability to deliver those through smart working. Pace. We’re growing. Get on board fast and be part of the journey. Having a real impact on an award-winning and fast-growing company.

• 25 Days holiday (rising to 26 on one year anniversary then 27 on your second anniversary)
• Pension - Salary Exchange Pension Scheme (min. 5% employee contribution + 4% employer contribution)
• Share options
• Working abroad for 4 weeks a year (within a -/+ 3 hours time zone of the UK)
• Enhanced maternity & paternity leave
• Ben benefits* (£50 per month health and wellbeing budget) You can use this for gym membership, private healthcare, massages, therapy, cinema etc
• Learning budget - £250 per calendar year *
• Life Event leave (marriage, divorce, moving house, child’s first day at school, ceremony or graduation)
• Make a Difference (volunteering) day
• Cycle to Work*
• Tech Scheme*

*Subject to passing probation

We also offer...

• Monthly remote and in-office socials
• Quarterly review socials
• Hybrid working environment
• Refer a Friend policy
• Flexibility with childcare
• Sabbaticals (from year three onwards)

We do not require external agency support for the recruitment of this role. Thank you.

#LI-Hybrid