Customer Success Representative, REI

At Kalibri Labs, we are helping to redefine and rebuild the hotel industry. We are looking for passionate, energetic, and hardworking people with an entrepreneurial spirit, who dream big and challenge the status quo. We are working on cutting-edge solutions for the industry as they navigate the recovery process. We are using our big data coupled with machine learning and AI to help highlight the path forward. Kalibri Labs is growing, so if you’re ready to make a difference and utilize your talents across a groundbreaking organization, please keep reading!

We are looking for a Customer Success Representative whose contributions will make a real impact in this growing, supportive, and innovative company. The Customer Success Representative will be responsible for assisting with support requests from customers, QA and distribution of customer deliverables, developing & maintaining training materials for hotel clients, assisting with ad-hoc analysis, and supporting the sales team as needed.

This entry-level position will work closely with various teams, including Sales, Marketing, and Data Operations Fulfillment, gaining valuable insights and skills.

Applicants with a passion for the hotel industry, a desire to begin their career in customer success, and aspirations to develop into other customer-facing roles such as account management or sales are highly encouraged to apply.

This position reports to the Senior Manager, Client Engagement. This is a 100% remote position.

Responsibilities:

• Client Support Email/Ticket Monitoring and Response: Provide training materials and support for clients using real estate data-related products. Troubleshoot any client issues and triage with internal teams as appropriate.
  • Monitoring (and meeting) of SLAs
  • Prioritization of the queue; manage follow-ups and escalation processes
• Creation of Fulfillment Requests: Assisting the Sales Team with subscription reviews and subsequent creation of opportunity or project cases within salesforce to “order” data requests.
• Assisting with Quality Assurance and Fulfillment: Undertake the QA of data requests prior to distribution of “orders” to the customer.
• Assist the Kalibri Labs team with ad hoc analyses when needed for client visits, industry meetings, and annual report publications. Additionally, perform ongoing reporting for Real Estate (REI) clients.
• Client Onboarding and Training: Assisting the Sales Team with preparation for the onboarding and training of clients based on the REI product request e.g. walking a first-time customer through their report, assisting in the training of existing customers out of manual and into newer online (automated) solutions.
• Weekly Internal Reporting: Provide critical KPI updates to internal constituents related to SLA and fulfillment activities.
• Assist in day-to-day account management: Participate in ongoing support and engagement activities e.g. reconciliation of subscriptions vs orders, assisting the accounts receivable team with chasers to unpaid accounts, hygiene-related updates to salesforce.

Required Skills

• Desire to work in a dynamic environment for a growing hospitality SaaS company
• Excellent problem-solving and analytical ability
• Excellent attention to detail and organization skills
• Excellent verbal and written communication skills
• Ability to be flexible and multi-task
• Intermediate proficiency in Microsoft Excel (advanced formulas, advanced graphing, and pivot table knowledge). Candidate will be required to take an Excel assessment
• Proficiency with Microsoft Word and PowerPoint
• Bachelor’s degree preferred

“Bonus points” for prior knowledge or interest in:

• Business intelligence tools (Tableau, Looker)
• Project management tools (JIRA, Salesforce)

To protect the interests of all parties, Kalibri Labs, LLC (“Kalibri”) will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Kalibri, including unsolicited resumes sent to a Kalibri mailing address, fax machine or email address, directly to Kalibri employees, or to Kalibri's resume database will be considered Kalibri property. Kalibri Labs will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Kalibri Labs will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.

Kalibri Labs is committed to creating and sustaining an inclusive and diverse work environment where all employees are treated with dignity and respect. Kalibri Labs' equal employment opportunity policy prohibits discrimination and harassment against any employee or applicant based on race, ethnicity, color, religion, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, disability, pregnancy, genetic information, marital status, family status, citizenship status, veteran status, military status, or any other status protected by law.