Job Description

About Triptease
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, and also have sophisticated and modern offices in Singapore, London, New York, and Barcelona.
The Role
We are looking for a driven, personable and resourceful individual to join our growing Customer Success team in the position of Support Engagement Manager (Product Implementation).
The role holder will be responsible for providing a seamless onboarding experience for our customers (we call it Go-live), acting as a bridge between our product, sales and engineering teams. You will ensure that our customers have sound knowledge of how our direct booking platform works and provide them with outstanding customer service and ongoing technical support. The role is varied as each customer has different needs, priorities and timescalesTo be a golive guru, a key requirement is to be process orientated with a keen eye for detail. You also need to be resourceful, a natural problem solver, have exceptional interpersonal skills and thrive in a fast paced environment. You will be expected to learn how our integration works behind the scenes and to be able to debug/troubleshoot any issues during the go-live process and during the client's lifecycle.
Responsibilities
Problem-solving

• Each customer implementation (aka go-live) is different. Be ready to be creative and use all resources at hand to troubleshoot all technical issues
• Communicate and problem solve with partners
• Ensure go-live timelines are met even when issues surfaced
• Troubleshoot any client's ongoing technical issues

Process adherence and optimisation

• Follow all internal processes and organise your time accordingly
• Review lessons learnt with each process and suggest better ways to do things
• Scrupulously maintain accurate reporting of customer status in internal systems

Relationship Management

• Own relationships across a portfolio of golive clients
• Manage client expectations, timeframes and milestones
• Oversee technical relationship with Booking Engines and manage relationships with other providers

Requirements

• IT literate and confident with desktop publishing, debugging browsers (Chrome Dev Tools) and internet technology
• Excellent customer facing communication skills
• Strong analytical and problem-solving nature
• Hawkish attention to detail and hunger to always learn more
• Be a team player and remain calm under pressure
• Fluent in English

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. No two days are the same. You won't get bored.
• Having a real impact on an award-winning and fast-growing company, listed in The Sunday Times Tech Track 100 (2020)

• 18 days holiday on top of public holidays as well as one day a year to volunteer with a charity of your choice
• Share options, access to Perkbox and a bunch of other great benefits.

Something important to you that's not on this list, talk to us!
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.Job Type: Full-timeSalary: $51,050.00 per year