Job Description

#Li-Hybrid

Customer Success Manager, Singapore

Need a holiday? So does the rest of the world. We're working through the biggest travel rebound the industry has ever seen. This is your chance to be part of it.

Our mission is simple: weaEUR(TM)re creating a direct booking channel for hotels.

Triptease is a forward thinking, fast moving force within the online travel industry. We have a reputation to challenge ourselves everyday on supporting our customers' drive for success.

Here at Triptease we are people-orientated and have industry leading technology, tools and content. We operate in a hybrid working model to ensure all our employees have a supportive work life balance. With offices in Singapore, London, New York, and Barcelona we are well positioned to support our customers.

Please note that we are unable to support any applicant on an employment pass; we can only accept applications form individuals who are permanent residents in Singapore with the right to work without a visa or sponsorship.

The role

We are looking for a driven, personable and creative individual to join our Customer Success team in the position of Customer Success Manager.

You will manage a portfolio of hotel partners from the moment they sign up to the Triptease Platform.

Using your digital knowledge, you'll be responsible for coaching your partners to find new ways to optimize their online guest experience, drive the most value from the platform and ultimately increase direct bookings.

The Triptease platform is helping more than 17,000 hotels around the world speak directly with their guests, manage their parity and offer the best price direct.

Join us on our mission to save the hotel industry from becoming a price, on a pin, on a map.

Requirements

Responsibilities:

• Own a Book of Business comprising approximately 25 SMB and Mid Market accounts. You will be accountable for the performance of your Book and expected to meet retention targets and identify opportunities for growth
• Reach out thoughtfully to communicate best practices, drive adoption, communicate new feature releases and maintain an up-to-date partner health grade
• Coach your hotel Partners on how to use the platform to optimize online guest experience, increase direct bookings and revenue
• Operate as a strategic partner to your clients - offering them tailored advice based on Triptease data, industry standards and their unique challenges
• Collect customer feedback and communicate back new product requirements
• Partner with our customer sales team to identify upsell opportunities and help renew and expand customer contracts
• Collaborate closely with the wider team including Product, Engineering and Finance to resolve issues and provide support
• Present at events and industry conferences to gain insights, build relationships, and raise personal and company profile
• Scrupulously maintain accurate reporting of customer status in internal systems

About you:

• Preferably located in Singapore and able to work in the office a few days a week
• At least 2-3 years of experience working in a client-facing role such as customer success, account management, etc.
• Experience working with software, data analysis skills (including quantitative analysis) and proven critical thinking capability
• Possess excellent communication skills, both verbal and written. You communicate with customers in a professional, thoughtful way
• Ability to speak with and present to key decision makers with ease
• Obsessive about learning!
• Team player
• Calm under pressure

Nice to have

• Experience in the Hospitality industry, SaaS or Web technologies such as: AB Testing, UX, Analytics

Benefits

What we offer

We're a well looked after bunch, with excellent benefits.

• A competitive salary, bonus plan and meaningful equity
• Regular career development reviews - we reward great work
• A self-development allowance to spend on what you want
• Fun events for Tripteasers
• 15 days paid time off (rising to 17 after your two year anniversary)
• CPF contributions
• Stock options
• Enhanced maternity & paternity
• Ben benefits* (equivalent to 50 per month health and wellbeing budget) - you can use this for gym membership, private healthcare, massages, therapy, cinema etc
• Learning budget / self-development allowance of S$450 per calendar year*
• Life Event leave (marriage, divorce, moving house, childaEUR(TM)s first day at school, ceremony or
• graduation)
• Make a Difference (volunteering) day

*Subject to passing probation

We also offer...

a-- A shiny MacBook for all new starters
a-- Monthly and quarterly remote and in-office socials
a-- Hybrid working
a-- Refer a Friend policy (S$1800 for successful referrals)
a-- Flexibility with childcare
a-- Sabbaticals (from year three onwards)

We're a diverse group of people and we want to continue to attract and retain a diverse range of people into our organisation. We're committed to an inclusive and diverse Triptease! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.