Customer Success Manager

About Us

Event Temple is a high-growth technology company based in Vancouver, BC. We are the world’s leading Hotel Sales and Catering software, we’ve been voted #1 in the Hotel Tech Awards 5 years in a row and we’re growing rapidly.

We’re looking for someone great to help us grow to the next level. Every single day, venues and hotels around the world manage thousands of meetings and conferences. Event Temple is the software behind the scenes that empowers the teams running those events.

About the Role

Event Temple is growing and we are seeking passionate, driven, customer-centric individuals to join our Customer Success team. The person we are looking for is hardworking, organized, self-motivated and is excited to be a part of a disruptive force in the hospitality technology space.

As a CSM, you are the voice of the customer internally and the voice of the company externally. You are proactive in identifying and solving issues, needs, and churn risk customers. Your customer service, organization, and communication skills are second to none and you are a role model and mentor to junior team members. You are flexible to change and work well with others and independently.  

What does the day-to-day look like?

The core responsibility of the Customer Success Manager is to manage a portfolio of customers. You will spend much of your time onboarding new customers, conducting business reviews with existing customers, and overall ensuring they are successful with Event Temple while also identifying expansion opportunities.

Customer Success

• Conducting pre-booked kick-off calls, at times in conjunction with the Sales team, ensuring new customers are set up for success from the start.
• Responsible for running customer onboarding sessions for new clients and ensuring that they are using the system to its fullest capacity or the optimal level.
• Training of new Users and existing Users.
• Checking in with clients at various points in their life cycle to confirm that they are achieving the goals that they initially set out when adopting the system and assisting with any gaps.
• Providing proactive support, creating training and success resources as needed.

Customer Support

• Responding to inbound customer inquiries across various channels including Intercom chat, email, and phone.
• Diagnosing customer issues, and making recommendations from a technical or business standpoint.
• Cataloging bugs and ensuring that the engineering team has all appropriate reproduction steps to rectify them as efficiently as possible.
• Understanding and documenting customer stories that inform feature requests and success story/case study customers.
• Actively contribute to our knowledge base, and genuinely subscribe to a KCS knowledge taxonomy mindset.

Leadership  & Project Management

Working with the Director of Customer Success:

• Managing department-wide initiatives, including but not limited to, Objectives & Key Results (OKRs) and department goals.
• Management of Departmental Standard Operating Procedures (SOPs) (maintaining internal Wiki, Slack Channels, etc).

• Creation and management of internal education resources for the company as it pertains to Feature releases and general product knowledge.
• Managing Customer-facing education resources and coaching team members on article creation.
• Other responsibilities as outlined by the Director of Customer Success.

Requirements:

• Background from the hotel industry in group sales or catering/convention services.
• Hands-on experience with hotel Client Relationship Management and Property Management Systems to support client engagement and streamline property operations.
• Proven experience managing customer relationships as the primary point of contact.
• Proven ability to manage and troubleshoot software with minimal guidance.
• Fluent in English.

What type of person joins Event Temple?

• You’re a person that is self-motivated, resilient, and quick to adapt to new obstacles.
• You’re looking for an alternative to the corporate abyss.
• You want a place where your ideas matter and impact significantly.
• You value freedom, and you want to play on a winning team with others who feel the same way.
• You want to help build a future where there are more events, travel and experiences, not less.
• It’s this long-term, bigger picture that makes you feel both inspired and engaged.​​

Benefits:

• Friendly co-workers.
• Competitive compensation.
• Work from Home / Remote friendly but looking for someone to work 9-5 AST.
• Health and dental benefits.
• Become part of a success story - we’ve been voted #1, 5 years in a row!

Next steps:

The eligible applicants will be contacted.

• 20 to 30 minute pre-screen.
• 1 hour tactical interview.
• 1 hour culture interview.
• 3 successful reference checks.

Salary range:
$75,000 - $90,000 CAD annually (the final range will be determined based on the candidate’s experience and qualifications).

To apply:

To apply please click this link

We don't offer relocation support for this job posting.

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