The Team & Role 

We are looking for a Customer Success Specialist to join our team in APAC. This individual will be responsible for preventing churn, ensuring customer ROI & managing a proactive touchpoint strategy for our customers. This role is essential to our goal of delivering platform outcomes to drive customer health. 

The SevenRooms Customer Success Team is the heartbeat of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, deep product knowledge, always with a customer centric approach. Our team is a group of empathetic relationship builders, curious minds, doers, thinkers, strategizers, & friendly humans. The passion we have for the SevenRooms mission makes it easy to be obsessed with our customers.

What Youll Do 

• Customer Engagement: Manage your high velocity book of business (500+ venues) ensuring customer health, driving adoption & customer outcomes at scale, & iterating process & playbooks. Youll become a trusted advisor through effectively building relationships at scale with end users and/or owner operators.
• Data-Focus: Maintain data integrity to track key account metrics, specifically return on investment. You will then analyze your findings & make recommendations to optimize for maximum revenue.
• Become a Technical Expert on the SevenRooms platform providing technical & business solutions for your customers at scale. You will use this technical knowledge to assist with product adoption, engagement, & troubleshooting.
• Collaboration: Effectively work cross-functionally to help drive customer engagement activities, expansion, & retention

Who You Are

• 1+ years of experience working in a Customer Success of a customer facing role (ideally within the B2B, SaaS, and/or hospitality industry)
• Strong written, verbal, & presentation skills
• Passionate about the challenge of scaling customer success outcomes across hundreds of venues, while maintaining focus on goals
• Technical aptitude & understanding of customer support systems such as Zendesk, Jira, Salesforce, or a similar system
• Comfortable working in a fast-paced startup environment; ability to juggle multiple questions & requests, while practicing excellent follow-through & prioritization techniques
• You are always learning. You have a passion for understanding how things work, how they fit together, & improving the customer experience

What We Offer

• A fresh start with a flexible & independent working schedule: SevenRooms provides all employees with their first two (2) weeks of employment as paid time off to relax & recharge before starting their journey with us. In addition to local statutory sick leave, you'll also have access to unlimited paid time off, including tenure-based PTO minimums & the option to work anywhere at any time.
• Equitable compensation: Our compensation packages are based on external market data. At SevenRooms, you can expect to be paid well for your contributions towards transforming the hospitality industry. We also offer equity for all employees as part of our commitment to everyone being an owner & working together to build an outstanding company. In addition to this, superannuation contributions are paid by SevenRooms on your behalf.
• Employee programs & recognition: Through our Roomie's Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You'll receive an additional quarterly dining credit to use towards SevenRooms clients & a unique milestone reward for every year you're a part of our team.
• Opportunities for training & professional development: Your manager will partner with you on establishing quarterly goals that not only benefit our company but aid in your overall career development & advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs.