May 28, 2023
This position is 100% remote. You have to be based in EST timezone. You will be responsible for managing the entire portfolio of Fetch customers - from onboarding to contract renewals. The core KPIs you will focus on are (i) minimizing churn; (ii) increasing Net Dollar Retention [NDR].
(i) Provide a seamless customer onboarding experience
Implement & onboard new customers. This includes setting up their account, providing training sessions to key stakeholders, and promoting adoption.
Validate and identify customer needs, potential challenges, and key project timelines to ensure we’re meeting expectations.
(ii) Develop intimate relationships with customers
Build meaningful and strategic relationships with all customers across various stakeholders.
Proactively and early identify and mitigate risk of churn
Prepare Quarterly Business Reviews (QBRs) for key customers to promote usage & full adoption of Fetch by all key stakeholders. Use Mixpanel & other tools to gather relevant product usage data & insights.
Ensure high customer satisfaction and referenceability.
Work closely with Product and provide insights that you uncovered during your conversations with customers
Take care of all questions coming from customers and answer them; coordinate with internal teams wherever necessary
(iii) Upsell & cross-sell
Promote and encourage implementation of additional Fetch modules across your customer portfolio.
Upsell & cross-sell existing customers.
(iv) Spearhead customer success initiatives
Help to develop and implement standard methodologies, processes, and tools to continually improve Fetch’s Customer Success Program
Excellent written and verbal communication & presentation skills
Native English speaker
Verbal: Asking the right questions, listening actively, and showing curiosity to learn more about the other person.
Written: Ability to write short, concise sentences, with the right grammar and punctuation.
Ability to present to technical and business stakeholders, both internally and externally
Intelligence (IQ & EQ)
You are a quick learner and will be able to quickly familiarise yourself with our product, competition, processes, methodologies, and customer persona use-case issues. And you are empathetic and can decide on the spot how to best react in customer-facing situations.
Commitment
Will, motivation & drive to consistently perform at your highest level.
Min. 3 years of experience working in Customer Success
Proven experience working in a Customer Success, Account Management, or similar customer-focused role.
Experience within the technology industry
Prior exposure to the hotel industry is a plus
Organisation & Time Management
High levels of organization in your workflows - you understand what it means to be responsible for a strategic customer portfolio and to prioritize your time across all of your customers
Passion for partnership and collaboration; ability to work cross-functional
You’ll be working with multiple teams on a regular basis (Sales, Marketing, Product) and will help to build the CS “brand” across our entire organization
Entrepreneurial mindset; hands-on attitude; ownership mentality
Ability to work in a fast-paced environment
This is a brand new team so you must thrive in a highly changeable environment and contribute to building this program from the ground up.
Fetch is growing extremely fast and with that come many opportunities for professional growth. It could well be that you are asked to own projects or initiatives that are not directly linked to your job description.
Impact: You will be our first dedicated Customer Success Manager - the success of the company ultimately depends on your contributions. The impact of your work will be visible & noticeable. You have the freedom to own initiatives end-to-end.
Flexibility: We care about impact over effort. You can work remotely and control your own schedule.
Authenticity: At Fetch, you can be your authentic self. Expect some mildly funny jokes and a fun working environment.
Professional growth: You will be working directly with the Management team. Fetch can be an inflection point in your career - if you want. We are growing very fast and there are constantly new initiatives looking for an owner.
Customers need and love Fetch: Independent hotels rely on Fetch to manage their guest operations. Fetch has proven, measurable ROI, hundreds of happy customers, and an exceptional NPS score.
We are Fetch: North America’s leading guest engagement platform for independent hotels. We are on a mission to empower independent hotels to effortlessly and consistently deliver memorable guest experiences.
Our SaaS solution allows independent hotels to make sure every guest has a great stay. Fetch allows hotels to do three things:
1) Stop bad experiences right in their tracks through 2-way guest texting, surveys, and online review management.
2) Manage all opportunities from one system.
3) Analyze metrics that are important for them to live by and run their hotel.