Customer Success Operations Coordinator

This is a fully remote position, open to applicants in India.

📋 Description

• Administrative Oversight: Oversee the lifecycle of Global Account documentation, including contract modifications, renewals, cancellations, and transfers.

• Cross-Department Collaboration: Work alongside Billing and Sales teams to address payment disputes, credit memo requests, and debt collection issues for Global Accounts.

• Data Management & Reporting: Create and audit recurring performance reports for Strategic CSMs to present during Executive Business Reviews (EBRs).

• Regional Alignment: Engage in daily APAC CS stand-ups to ensure regional cohesion and track the progress of global task requests.

• Project Leadership: Spearhead the implementation of contracted Revinate products (specifically Guest Feedback) for customers in the APAC region.

• Technical Coordination: Collaborate with customers and internal technical teams to guarantee timely completion of integrations.

• Inquiry Management: Manage and respond to Level 1 customer inquiries through Zendesk, ensuring high visibility and responsiveness.

• Issue Resolution: Address non-standard requests and troubleshoot web-related issues (such as browser settings and email rendering) before escalating more complex bugs to Engineering.

• System Accuracy: Monitor and document all customer issues in Salesforce to maintain an accurate "source of truth" for the global team.

⛳️ Requirements

• Professional Experience: 1–3 years of experience in a SaaS environment, ideally in Customer Success, Support, or Operations.

• Process Excellence: You excel in dynamic settings and are adept at managing repetitive, process-oriented tasks with a high level of efficiency.

• Communication Skills: Strong written and verbal communication abilities, with a keen understanding of cultural sensitivities across the APAC region.

• Technical Acumen: Eagerness to quickly learn new products; familiarity with Salesforce, Zendesk, or JIRA is highly advantageous.

• Attention to Detail: Highly organized and proactive in following up on tasks to ensure nothing is overlooked.

• Hospitality Experience: Previous experience in hospitality or knowledge of hotel systems (such as OPERA, roomMaster, etc.) is a significant asset.

🏝️ Benefits

• Tools & Technology: We provide you with the necessary hardware and training to become a product expert.

• Company Culture: Emphasis on learning and professional growth within a dedicated, high-performing team.

• Impactful Work: A chance to make a significant contribution to the hospitality industry by supporting its most prominent global brands.