Professional Services Consultant
About The Position
Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.
Today, Guesty has 15 offices and 700+ team members across the globe.
As a Professional Services Consultant, you will engage directly with customers, managing a variety of industry, technical, and customer-related responsibilities. Our team is dedicated to ensuring clients are smoothly and efficiently onboarded, allowing them to fully leverage the Guesty platform.
Responsibilities
- Customer Onboarding: Lead the onboarding process, ensuring seamless system configuration, comprehensive user training, and excellent customer relationship management.
- Relationship Management: Build strong relationships with key customers, becoming their trusted advisor and understanding their unique needs.
- Configuration and Optimization: Customize and optimize account settings to meet specific client requirements, ensuring a tailored experience for each customer.
- Training: Conduct engaging product training sessions via video conferencing, enabling customers to maximize their usage of the Guesty platform. Tailor training to customer needs, ensuring they fully understand and can effectively use the platform.
- Follow-Up: Maintain regular follow-ups with customers throughout the onboarding process, helping them increase their engagement and utilization of the Guesty product.
- Primary Point of Contact: Serve as the primary point of contact for clients during onboarding, promptly addressing any questions or concerns about product usage.
- Product Expertise: Develop comprehensive expertise on the entire Guesty platform to assist customers effectively.
- Technical Troubleshooting: Resolve technical issues that may impede optimal system use, providing timely and efficient solutions.
- Customer Needs Assessment: Understand customer business and technical needs, offering optimized configurations and best practice recommendations.
- Feedback Loop: Gather valuable customer feedback and relay it to the Product teams to drive continuous improvement.
- Best Practices Development: Create best practices and onboarding materials to enhance the overall customer onboarding experience.
- Project Management: Collect customer requirements, manage data migration and validation, and configure software to meet customer needs.
- Escalation Handling: Address escalated customer-side issues in coordination with the Customer Success Manager (CSM), involving the Customer Experience (CX) team to solve technical issues promptly.
Requirements
- Experience: 3+ years in a similar role as a Professional Services Consultant, Technical Account Manager, or Enterprise Support Engineer, ideally in a B2B SaaS company.
- Technical Background: Strong technical acumen and analytical skills, with a proven track record of effective problem-solving and decision-making. Degree in a STEM field (Science, Technology, Engineering, Mathematics) or relevant technical work experience.
- Communication Skills: Exceptional interpersonal and communication skills, capable of conveying technical information to stakeholders with varying technical abilities. Strong communication skills for seamless interaction with clients and internal teams.
- Project Ownership: Previous experience owning a project and being responsible for its success, preferably in a commercial setting. Ability to manage multiple tasks and projects in a fast-paced environment.
- Culture Fit: Humble and eager to learn, with a willingness to improve current working methods. Self-motivated, proactive team player with a positive work ethic and ambitious attitude.
- Time Management: Effective time-management skills, with the ability to handle multiple tasks simultaneously.
- Adaptability: Quick to learn new products and technologies, staying updated with industry trends.
- Customer Focus: Friendly, patient, and professional demeanor, ensuring a positive customer experience. Passion for client success and satisfaction, willing to go the extra mile to exceed expectations.
- Technical Tools: Experience with Salesforce is a plus but not mandatory. Intermediate-level proficiency in Google Suite, with a requirement for Excel skills
Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.