Job Title: Implementation Specialist Department: Customer Success Location: Barcelona Type: Full-time Reports to: Onboarding Team Lead & Head of Customer Success About 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: 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.
Onboarding: Lead the onboarding process for vacation rentals agencies, from initial engagement through to full integration.
Focusing 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, ensure 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%): Assisting customers with the implementation of Rentals United product and services: Some users may not be familiar with technical terminology and jargon.
Giving users detailed account directions.
Recording and solving customer problems and queries.
Understanding customer business.
Enabling connection to the different OTAs.
Providing advisory on OTAs, services and products.
Features & Growth (10-20%): Highlighting Sales channels and Rentals United features.
Reading reports and providing simple recommendations on how to improve ROI.
Engaging customers assigned to understand their strategy and help them grow.
Relationship Management & Retention (10-20%): Developing and maintaining collaborative relationships with key clients.
Establishing and maintaining active and constructive relationships with other teams in the organization to achieve better results.
Taking feedback from customers and sharing it with support teams.
Working with different CRM systems (Data Studio & Hubspot) and organizing the 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 SuppPortfolio.
Required Education and Experience: Proficiency in English + second language business level (1 of 4 RU main languages).
Technical background, self-managed person, customer and business-oriented.
Good understanding of the current and future business goals.
Experienced with CRM systems and being organized with daily records.
Previous work with Hubspot is a plus.
+2 years knowledge of selling SaaS solutions, doing account/support with B2B/B2C clients and selling e-commerce solutions will always be helpful.
Understanding of Vacation Rental Business, Property Management Software, Vacation Rental Sites, or Online Travel agencies.
Timetable: We support the work-life balance of our colleagues.
Autonomy, flexibility and of course, our working from home scheme.
Early finish on Fridays ( 2 pm ).
Flexi Timetable: Minimum 2 days per week to adapt to USA client timetable.
(14:00-22:00) Benefits: A dynamic and multicultural environment, with 20+ nationalities to meet.
Clear opportunity to develop a complete career with us.
Friendly environment.
We don't understand work without a team.
We love to organize different fun activities together.
Leave the suits at home - Be you at RU!
Competitive fixed salary + bonus for target achievement.
Flexible Wage options: Medical Insurance, Travel and Gourmet Card.
Language classes: on the clock!
Application Process: Attach your LinkedIn upon application.
We are an equal opportunity employer and value diversity at our company.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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