Customer Success Executive

PLEASE NOTE: This role can be based in Singapore, Malaysia or Indonesia (Remote). We are seeking a professional who currently resides in one of those locations.

About our company

Triptease. We are a disruptive force in the tech space for online travel. Never one to shy from big challenges, we built our reputation on empowering hotels to stand up to the might of Online Travel Agents.

We are uniquely positioned to help hotels in their greatest time of need. The world class data set we’ve been building, combined with a new set of digital marketing tools has positioned us to accelerate our impact on Hoteliers.

With offices in London, NYC, Barcelona and Singapore, we drive over £1bn in revenue for hoteliers around the globe. As we gear up for our next stage of growth, now is an ideal time to join our fast-growth and well funded technology business.

Inclusion is how we unleash the power of diversity. It is how we build our teams, cultivate our leaders and ensure Triptease is the right fit for every person. Come join us on our journey, be comfortable bringing your authentic self to work..Be you!

About our role

We are looking for a dynamic and driven individual to join our SMB team in APAC. This role will be actively involved in engaging our SMB clients globally at scale, with a focus on the APAC region, ensuring a smooth onboarding experience from the very start of their life cycle with us. This role will also be responsible for driving client retention, trial conversion and expanding product adoption. You will work closely with various teams to ensure clients receive maximum value from our services and products.

Key Responsibilities:

Onboarding and Engagement:

• Own the customer journey for small to medium-sized clients, focusing on onboarding and extending engagement throughout their partnership.
• Conduct training sessions to maximize client engagement and usage of the platform.
• Handle client support inquiries not resolved by the support team, ensuring a smooth and positive experience.
• Continuously improve and scale the onboarding process to efficiently meet customer expectations and deliver value promptly.

Retention and Relationship Management:

• Drive high retention across our SMB customer base by demonstrating value and delivering high-quality support, training, and guidance.
• Manage inbound communication with clients via email and video calls, handling renewals, and addressing churn concerns.
• Collaborate with clients to develop their Direct Booking strategies and identify opportunities for growth.
• Identify risk and handle customers objections, working closely with product teams and internal stakeholders to overcome these objections

Strategy and Process Optimization:

• Follow internal processes and meeting internal SLAs continually improving each process
• Work with cross-functional teams (Product, Marketing, Sales) to enhance customer experience and retention.
• Identify and implement best practices in customer success by leveraging feedback, research, and industry trends.
• Develop and maintain a feedback loop with internal teams to act on client feedback effectively.
• Report on client performance and engagement to senior management and relevant stakeholders.
• Launch one-to-many email campaigns and report on communication trends to improve efficiency and service
• Maintain and regularly update accurate data across all relevant systems

Requirements

About You:

• Strong organizational, communication, and presentation skills.
• Proven ability to manage multiple SMB clients at scale and prioritize effectively.
• Ability to thrive in a fast-paced environment and adapt to changing needs.
• Self-motivated with excellent time management skills, capable of working independently or within a team.
• Proficiency in using tools like Salesforce, Looker and webinar software.
• Experience in customer success, relationship management, or a similar role, preferably in the hospitality or technology sector.

Nice to Have, but not essential:

• Additional language skills.
• Knowledge of basic web, AI and e-commerce concepts to automate and build out processes.
• Experience within the hospitality industry.

Benefits

Our benefits would vary dependant upon location.

Our start-up culture means everybody's contribution matters and is celebrated. We set ourselves ambitious goals and are proud of our ability to deliver those through smart working. Pace. We’re growing. Get on board fast and be part of the journey. Having a real impact on an award-winning and fast-growing company.

• 20 days paid time off
• CPF contributions
• Stock options
• Enhanced maternity & paternity
• Ben benefits* (S$85 per month health and wellbeing budget) You can use this for gym membership, private healthcare, massages, therapy, cinema etc
• Learning budget - S$450 per calendar year*
• Life Event leave (marriage, divorce, moving house, child’s first day at school, ceremony or graduation)
• Make a Difference (volunteering) day

*Subject to passing probation

We also offer...

• Monthly remote and in-office socials
• Quarterly review socials
• Hybrid working
• Refer a Friend policy
• Flexibility with childcare
• Sabbaticals (from year three onwards)

We do not require external agency support for the recruitment of this role. Thank you.

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