StayFi is the leading provider of WiFi marketing, guest engagement, and operations technology for short-term rental operators. Since 2018, StayFi has been helping rental properties collect guest information, drive repeat bookings, and improve the rental experience. Now, StayFi services over 60,000 short-term rental properties globally and is dedicated to helping build the vacation rental brands of the future.
Role Description
We're seeking an enthusiastic, dedicated, and detail-oriented Customer Success Specialist to join our team.
As an Customer Success Specialist, you will be responsible for guiding new clients through the onboarding process, ensuring a smooth transition onto our platform, and setting them up for success.
You will work closely with our sales, support, and product teams to deliver an exceptional onboarding experience tailored to each client's needs.
There is also an opportunity for the right candidate to also lead our Customer Success team, and this person will also be responsible for managing tier 1 support.
Responsibilities:
Collaborate with the sales team to understand client requirements and expectations during the onboarding process.
Manage the end-to-end onboarding process for new clients, including conducting kickoff meetings, gathering necessary information, and setting up their accounts.
Provide training sessions and product demonstrations to clients to ensure they are proficient in using our platform.
Act as the main point of contact for clients during the onboarding phase, addressing any questions or concerns they may have.
Work closely with the product team to provide feedback and suggestions for improving the onboarding process and product usability.
Monitor client progress and proactively identify and address any issues or roadblocks to ensure a successful onboarding experience.
Establish a long-term relationship with our key customers and ensure their continuous success with our product.
Document best practices and create onboarding resources to help streamline future onboarding processes.
Requirements:
Minimum 2 years of experience in a customer-facing role, preferably in customer success, account management, or onboarding.
Experience with Hubspot or a similar CRM software.
Strong communication and interpersonal skills, with the ability to build rapport and effectively communicate with clients.
Excellent organizational skills and attention to detail, with the ability to manage multiple projects simultaneously.
Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
Familiarity with Marketing SaaS products and technologies is preferred.
Experience in the Short-Term Rental industry is a plus.
Additional qualifications for Customer Success Lead role:
Experience leading and managing a customer support team.
Proven track record of improving customer satisfaction metrics.
Develop and implement customer support processes and best practices.
Coach and mentor customer support representatives.
Employment type
Full-time
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