Career Opportunities at RoomRaccoon Hotel Tech

About the role: 

You will lead our team responsible for customer happiness and retention.  Your team helps our existing customers leverage the full power of RoomRaccoon by driving better adoption of our product and upselling our extensive range of upgrades.

Your team will spend their  days showcasing RoomRaccoon to our existing hoteliers through proactive delivery of Quarterly Success Plan reviews. Our Customer Success team will build meaningful relationships with our customers. We will show our customers how to get the very best of RoomRaccoon  to level-up their hotel operations, saving them time, costs and generating more revenue.

Your main duties and responsibilities will be - but not limited to:

• Global ownership of our customer base. This means responsibility for customer happiness, retention, adoption  and expansion Annual Recurring Revenue targets
• Collaborating with our Head of Implementations to ensure new customers are successfully onboarded
• Driving the growth of our native payment platform, RaccoonPay,  amongst our existing customer base ensuring we maximise available payment volume share.  
• Ensuring all of our Customers receive a Quarterly Success Plan Review each and every quarter.
• Actively reviewing interactions between your team and our customers to ensure best experience for our customers
• Owning and improving our Quarterly Success Plan process.
• Managing  and mentoring the Customer Success team, including carrying out Quarterly Performance Appraisals.
• Collaborate with Team Marketing with regards to customer communication in a bid to maximise product understanding and upsell opportunities.

About you:

Our perfect fit has/is

Language requirements:

• English proficiency
• Any additional European languages will be advantageous

Experience:

• 5+ years sales experience (SaaS / hospitality advantageous )
• Experience managing a sales/customer success team in a business generating more than €10 million Annual Recurring Revenue

Skills/Attributes:

• Strategic & Sales driven 
• Organised
• Efficient
• Results Orientated
• Proactive
• Big Picture Thinker
• Clear Communicator

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About the role: 

Our Customer Support Consultant is responsible for providing fast & accurate customer service to our Dutch speaking hoteliers.

Your main duties and responsibilities will be - but not limited to:

Customer Support

• Support hoteliers by providing professional, personalised responses to their queries via email, phone, and online discussion forums.
• Deliver world class customer experience by listening to hoteliers and being responsive to their needs as well as going the extra mile to pre-empt future needs
• Assess queries and, where necessary, escalate to internal teams via pre-defined processes and channels and follow up to ensure resolution
• Meet daily & weekly engagement metrics with a goal to achieve set targets for customer satisfaction and retention

Retention and Service Recovery

• Working closely with our Implementations Team to ensure a seamless transition of client accounts to support. 
• Acknowledge hotelier dissatisfaction and demonstrate extreme care when engaging with them with a goal to retain dissatisfied customers and turn them into promoters
• Retain hoteliers by understanding the situations and behaviours that indicate they want to stop using RoomRaccoon and work with internal teams to prioritise resolving their issues

Adherence and Improvement

• Manage and maintain your own productivity, attendance, and adherence to work schedule in line with customer support hours
• Adhere to all RoomRaccoon Standard Operating Procedures
• Occasionally assisting in creating video & written content to teach our hoteliers in all possible topics so they can use RoomRaccoon in the most self-sufficient way.
• Share best practices with your peers with a goal to improve the performance and productivity of your team

About you:

Our perfect fit has/is

Language requirements:

• Dutch
• English

Experience:

• Has 3+ years experience in a service-oriented, technical or customer support role
• Hotel (front desk/reservations) / and or hospitality experience (advantageous)

Skills/Attributes:

• Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally
• Technical proficiency in working on different systems (training will be provided)

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About the role: 

As an ICT Support Engineer, you will ensure the smooth functioning of RoomRaccoon's ICT systems. Your technical expertise and interpersonal skills will be pivotal in providing top-notch technical support, addressing user concerns, and enhancing the infrastructure. With your passion for technology and excellent communication skills, you will excel in this role and contribute to RoomRaccoon's growth.

Your main duties and responsibilities will be - but not limited to:

• Troubleshoot technical issues and solve problems quickly to ensure business operations run smoothly
• Install & update all new technology for the company including software, hardware and other systems used internally and externally as and when needed
• Always seeking out better systems
• Onboarding: Administer new user accounts and manage access to ensure our Raccoons have everything they need to work efficiently
• Train users to work with new computer hardware or software and on cybersecurity
• Set up or repair computer equipment and related devices
• Make data easily accessible to those who need it
• Document changes, revisions and problems (air table)
• Provide other team members and managers information related to IT matters
• Running security checks on all of our systems to ensure we are protected from cybersecurity threats
• Manage VOIP technology (3CX) Globally 
• Cable management 
• Asset management 
• Mobile Device Management experience 
• Regular meetings with the CEO & Head of Operations Ops & CEO

About you:

Our perfect fit has/is

Language requirements:

• English

Experience:

• A bachelor's degree in computer science, information technology, or similar
• 3 years of experience as an IT Specialist
• Exceptional ability to provide technical support and resolve queries
• In-depth knowledge of computer hardware, software, and networks
• Ability to determine IT needs and train end-users
• Proficiency in IT helpdesk software (fresh desk)
• Experience in documenting processes and monitoring performance metrics
• Advanced knowledge of database maintenance and system security
• Ability to work in an unstructured environment with your finger on the pulse
• Keep up with technical innovation and trends in IT support

Skills/Attributes:

• Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally
• Technical proficiency in working on different systems (training will be provided)
• Exceptional interpersonal and communication skills
• Initiative with a results driven approach
• Analytical
• Curious
• Team player
• Trustworthy