About the job
At SiteMinder, we recognize that the unique contributions of our employees are the cornerstone of our success. We are committed to building and nurturing diverse teams that respect and celebrate a multitude of voices, identities, backgrounds, and experiences. Our inclusive culture empowers our employees to express their authentic selves at work, fostering a sense of pride and belonging. It is through our differences that we continue to innovate and revolutionize the experience for our customers. Together, we thrive!
About Us...
Since 2006, SiteMinder has been at the forefront of technological innovation, simplifying processes for hoteliers while enhancing their ability to attract guests online. Our award-winning hotel commerce platform is designed to help accommodation owners, from boutique hotels to large chains, maximize their online bookings effortlessly.
We enable travelers to book a wide range of accommodations, from cozy cabins to luxury resorts and everything in between. Today, we proudly support over 50,000 hotels across 150+ countries, processing more than 130 million reservations annually through our technology.
Role Overview: Customer Success Advisor
As we accelerate our growth across EMEA and APAC, we are enhancing our Customer Retention function, focusing on vital conversations with customers at risk of cancellation. This role is ideal for individuals who thrive in fast-paced, high-energy environments akin to those found in startups and scale-ups.
If you have excelled in high-growth, target-oriented settings, enjoy engaging with customers over the phone, and seek a position where you can make a tangible impact on revenue daily, we invite you to apply!
Key Responsibilities:
Conduct an average of 20+ targeted outbound calls daily, along with multiple follow-ups per customer to re-engage and retain them.
Reach out to at-risk accounts who have indicated a desire to cancel their subscription; uncover their concerns and transform them into retention opportunities.
Negotiate pricing, contract terms, and renewal options that align with the needs of both the customer and the business.
Analyze customer churn data to identify patterns, risks, and opportunities across EMEA and APAC markets.
Collaborate closely with Customer Success and Sales teams to stabilize at-risk customers and minimize future churn.
