Job Overview As we expand our business in the European market, we are growing our high-performance Client Success and Delivery team to strengthen our relationships and provide enhanced support in the region. We are adding our first Client Success and Delivery Specialist to support our partners' experience, provide enterprise support, and increase the successful use of our tools. We offer a full range of assistance, from highly responsive full-service support to training users to be fully self-sufficient on the Spotlio Platform and Extranet. This is a hybrid position that will involve working both remotely and on-site at our offices. Some travel will be required.
In this role, you will work proactively with your resort partner accounts to drive adoption of the Spotlio Platform, as well as act as the voice of your partners internally. Creative, energetic, and self-driven, you understand our partners and their specific needs, and know how to become a trusted advisor so companies stay and grow with Spotlio. You can manage numerous partners at different stages of the partner life-cycle with ease, and you genuinely love helping people, solving problems, and driving our partners toward success. Most importantly, you are excited about being the first individual in this role in this region and the opportunity to help the team and business grow in Europe.
Responsibilities and Duties Manage all post-sales tactical activity for Spotlio's ski resort and parks & attractions clients through strong relationship-building, product knowledge, planning and execution.Work closely with the Client Success Team to successfully manage partners.Ensure inventory is kept up to date via data uploads, from initialization of product activation until season end closures; inclusive of ongoing barcode reporting, requisition, and maintenance.Onboarding and Training clients on the features of the Spotlio Platform.Building and designing e-commerce storefronts using Spotlio white label tools.Manage client expectations and experience to build loyalty and maintain the highest levels of client satisfaction.Providing technical support to partners about: Google Analytics, integrations, internal and external reporting and more.Evaluate, enhance and report on partner performance regularly.Create training materials in native languages.Assist with various language translations, including sales collateral, marketing materials, product descriptions etc.Lines of Communication The Title reports to the Senior Manager Delivery.The Title communicates with the Client Success and Delivery team.Working Conditions Minimum 100% availability as an employee of Spotlio Spain SL. Willingness to work outside office hours with notice.Qualifications and Requirements Fluency in English and French. Conversational German is highly valued.A service mentality is a must, with an attitude of doing what it takes to make the customer's experience with our tools and team efficient and successful.Ideally 2+ years of experience providing Consumer or Partner support, account management or project management for a technology, internet, ecommerce or SaaS business or organization.Experience building effective client relationships through positive communication, honesty and trust.You should be extremely well-organized and self-motivated. In this role you will be working remotely and independently without oversight much of the time.Outstanding written and verbal communication skills. You will need to explain complex ideas to partners, so writing and speaking with clarity and precision is a must.Great troubleshooting and analytical skills, constantly making improvements to our process.Compassionate and level-headed. You must be able to confidently and calmly serve high value partners in all types of situations, resulting in positive outcomes.A great teammate. We are a highly organized and efficient team. You should be comfortable collaborating with your team to solve diverse partner inquiries and issues.Able to roll with change and solve problems. Spotlio needs your continuous input on how to make Spotlio better.Since this is a remote role, you must have a quiet place to work and reliable internet and phone service.Fun! Our team can get a little weird at times. At Spotlio we embrace fun and seek balance with work and life.Preferred Qualifications Bachelor's degree in a related field.Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus.Experience using Excel.Familiarity with reporting tools and Google Analytics highly valued.Knowledge of Photoshop and HTML are nice to have.Working knowledge of the ski, ticketing or travel industry is a plus.Company Values Passion (V1): We want to be truly authentic in all that we do from the individual, to how we interact and how we work. This has the effect of a powerful, positive culture that helps create not only internal growth but projects our passion to our partners and the outside world.Performance (V2): Built with scalability in mind, making it easier to handle growing amounts of content and traffic, and deploy new experiences.Customer-centric (V3): Placing the customer at the center of everything you do is key for long-term success. This involves actively listening to customer feedback, understanding their needs and pain points, and continuously working to improve their experience with your product or service.Innovation (V4): Ambition is not just a buzzword for us: we aim to grow the right way. Innovating means changing the way we work - we may be nonconformist, but our products are trustworthy and reliable. We step outside the box to bring new features to our partners, which in turn helps skiers and attraction seekers do more of what they like.€30,000 - €45,000 a year
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