REZGO CAREERS

Customer Success Specialist

Established in 2007, Rezgo is an industry-leading SaaS company delivering best-in-class booking and reservation software for travel and tour operators around the world. We are in the process of growing our Customer Success team and are looking for ambitious new talent to join us.

Rezgo Customer Success Specialists are instrumental in ensuring the ongoing expansion of the business and play a vital role in Rezgo’s ongoing commitment to a high-quality customer experience. They are the customer’s ongoing contact at Rezgo and as a result, they should be approachable, outgoing, knowledgeable, and welcoming when addressing any questions that arise.

The primary objective of this role is to ensure the satisfaction and success of our customers, driving retention, revenue growth, and overall positive experiences with Rezgo. As a Customer Success Specialist, you will act as the main point of contact for customers throughout the entire customer journey. This is a full-time role with significant growth potential.

We are looking for a team player who is personable, tech-savvy and eager to find solutions to improve the user experience.

Responsibilities include:

Sales:

Conduct engaging product demonstrations for potential clients to showcase value and functionality suited to their business.
Assess and qualify prospects to determine their fit and readiness for our product/services.
Follow up with potential and existing clients to answer questions, provide additional information, and move them through the sales pipeline.
Maintain detailed records of customer interactions, feedback, and sales progress in Hubspot.

Customer Relationship Management:

Develop and nurture strong relationships with customers to understand their goals, challenges, and requirements.
Serve as the primary point of contact for customer inquiries, issues, and escalations.
Proactively engage with customers to ensure their needs are met and identify opportunities for revenue growth.
Proactively identify and address potential churn risks, working closely with customers to mitigate issues.

Onboarding and Training:

Create training tools such as instructional videos, onboarding software content and webinars to enhance the customer’s knowledge of our product.
Provide onboarding services and training sessions to customers over Google Meet.

Technical Support:

Respond to inbound tickets when required to assist our tech support team, providing exceptional customer service to clients with a focus on resolving issues quickly and efficiently.

Product Feedback:

Gather feedback from customers regarding product usability, features, and enhancements.
Communicate customer feedback to relevant internal teams to drive product improvements.
Keep up to date with product releases and updates to be a valued subject matter expert to our clients.

Additional Responsibilities:

Work collaboratively across teams – including Support, Development, Product and Marketing.
Maintain the highest level of customer and partner satisfaction.
Maintain a positive, professional ‘total customer service’ attitude and demonstrate the company’s core values.

Required Skills:

Previous experience in a customer-facing role, preferably in account management, customer success or sales.
Comfortable working with technology and experience with SaaS products.
Be a good listener: understand and listen to customer needs.
Excellent communication skills – both written and verbal.
Personable, with the ability to collaborate with others.
Effective time/task management and organizational skills, with the ability to meet deadlines.
The ability to identify new opportunities.
Problem solving and issue resolution skills.

Bonus:

Knowledge of HTML and CSS
Familiarity with CRM systems and support ticketing platforms is a plus
Previous experience working in tourism or travel

What We Offer:

4 weeks paid holidays + 10 days sick days
Medical and dental benefits after 3 months of employment
Work from home

Rezgo is a positive, fun, flexible and casual work environment with a highly supportive culture. We’ll be here to help you succeed in your new role and ensure you feel welcome as a new member of our team.

If this sounds like you, please send us a cover letter, along with your resume, explaining why you would like to work with us and outlining why you would be a great fit for Rezgo!