Job Title: Implementation SpecialistDepartment: Customer SuccessLocation: BarcelonaType: Full-timeReports to: Onboarding Team Lead & Head of Customer SuccessAbout Us: Rentals United (https://rentalsunited.com/) is a hot B2B travel tech company born in 2014. Offices are located in Barcelona and Warsaw, and workmates are spread worldwide. We help our clients - Vacation Rental Owners and Property Managers to distribute their properties onto multiple sales channels in real-time, therefore saving them time and increasing their booking rates and experience! Transparency, Connection and Opportunity building are the value pillars that represent Rentals United's People and Product!Role Purpose: The Implementation Specialist will be responsible for guiding and educating new clients, helping solve technical problems, ensuring hassle-free adoption of Rentals United products, and providing advisory to take the most advantage of Rentals United features, products, and services.Responsibilities:Onboarding: Lead the onboarding process for vacation rental agencies, from initial engagement through to full integration. Focus on the channel management solution with various distributors and Property Management Systems (PMS) integration. Ensure that all systems are aligned and optimally configured to meet the hotel client's needs, ensuring a smooth and efficient setup process.Customer Training and Support: Provide comprehensive training sessions and continuous support to clients on utilizing our platform optimally with their PMS. Address any technical questions and ensure clients are fully equipped to use the system.Implementation & Connection Support (70-80%): Assist customers with the implementation of Rentals United products and services. Some users may not be familiar with technical terminology and jargon. Provide detailed account directions, record and solve customer problems and queries, understand customer business, enable connection to different OTAs, and provide advisory on OTAs, services, and products.Features & Growth (10-20%): Highlight sales channels and Rentals United features. Read reports and provide simple recommendations on how to improve ROI. Engage customers assigned to understand their strategy and help them grow.Relationship Management & Retention (10-20%): Develop and maintain collaborative relationships with key clients. Establish and maintain active and constructive relationships with other teams in the organization to achieve better results. Take feedback from customers and share it with support teams. Work with different CRM systems (Data Studio & Hubspot) and organize daily records to keep track of the full management cycle.Key Performance Indicators:NPS, Media time intro call vs first booking, Churn divided in MRR Churn and Logo Churn, Rev Retention Supp Portfolio.Required Education and Experience:Proficiency in English + second language business level (1 of 4 RU main languages).
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