About Nonius
Nonius provides the most complete Guest Technology solutions portfolio for a contactless Digital Guest Journey. All solutions are built in-house allowing highly integrated and competitive offers. Our technology solutions serve more than 536,420 rooms worldwide – in Hotels of the most renowned international chains and several of the most emblematic and recognized independent hotels. We also bring hospitality technology to other markets such as Outdoor, Apartments, Co-living, Healthcare, Maritime and other Sport and Leisure facilities.
Job Description
We are seeking a Customer Success | Area Manager to be part of our Cloudscreens business unit. You will be responsible for managing the day-to-day tasks of the Customer Success Team.
This position is based in the city of Maia in Portugal.
Key Responsibilities and Objectives
Develop and manage customer satisfaction, relationships and communications;
Manage and supervise Team Internal communications with other units and departments;
Manage team backlog workload and assign new tasks;
Supervise clients' open incidents and manage task priorities;
Ensure unit guidelines are followed by team members;
Validate daily team tasks time track and suggest optimizations;
Validate content tasks on detail, coherence and customer engagement;
Present solutions demos driving product engagement, including contract renewal;
Explore new opportunities to upsell and/or cross-sell to customers;
Content creation, update and management tasks to help the Team;
Stay up-to-date with product updates;
Manage and support the Director on crisis situations.
Customer Success Skills
Assist sales teams in configuring demos and Proof of Concepts (PoCs);
Facilitate the onboarding process for new clients on our TV, Cast and Signage platforms;
Address product-specific installation and ongoing issues through responsive support;
Contribute to quality assurance by identifying bugs and testing new features for developers;
Maintain and update training materials and documentation for internal use.
Must Have
Team management skills;
Degree in Management, IT management or similar;
Fluent in English (spoken and written);
Excellent communication skills;
Excellent problem-solving skills and critical thinking;
Excitement to emerge in the technological world, customer success and sales operations;
Ability to work under pressure to achieve goals in a reactive environment;
Ability to learn and understand technical products and platforms;
Empathy towards helping customers and ability to manage customer expectations;
Creative, resourceful, detail-oriented and highly organized.
Nice to Have
Fluent in French (spoken and written);
Fluent in other languages (spoken and written);
Working experience in a similar role;
Working experience in a Technology company;
Experience in Hospitality;
Strong analytical skills.
What's great in the job?
Great team of smart people, in a friendly and open culture;
Real responsibilities and autonomy;
Expand your knowledge of various countries and regions;
Great career opportunity in a fast-evolving Technology company;
Contribute to the greater experience of millions of Travellers around the World!
What We Offer
Perks
A full-time position with an attractive salary package.
Trainings
5 days/year, including.
Health Insurance
Health insurance provided.
Eat & Drink
Office with Staff kitchen with free beverages (coffee, tea, …).
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