The Role
Manages client accounts during the first 30 days after cutover, supporting onboarding, product setup, training, adoption, and issue resolution. Engages customers through scheduled touchpoints, documents interactions in JIRA and team trackers, shares helpful resources, follows SOPs, and meets performance targets. The role also identifies upselling and cross-selling opportunities, escalates issues, attends team meetings, and maintains current product knowledge.
Summary Generated by Built In
Responsibilities of Accounts Experience Specialists:
- Handle a designated number of accounts for 30 days after cutover.
- Reach out to clients on multiple touchpoints, as per the schedule outlined in this SOP.
- Engage proactively with customers to understand their goals and challenges and offer solutions that align with their needs.
- Onboard new clients and guide them through product setup, Refreshers/ training, and initial usage to ensure successful product adoption..
- Provide support and assistance to clients in utilizing our services effectively.
- Address any queries or issues raised by clients and escalate them as necessary.
- Document all interactions with clients and maintain accurate records on JIRA Board and Other Team Trackers.
- Share relevant information such as product links, support numbers, and important links with clients.
- Attend team meetings to discuss progress and share updates.
- Adhere to the SOPs and meet the targets set by the Management.
- Continuously update knowledge on our products and services.
- Escalate any issues or concerns to the Manager.
- Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services.
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The Company
What We Do
HotelKey was founded in 2015 and today counts seven large enterprise chains among its clients. HotelKey’s client portfolio includes roughly 1.25 million rooms live and over 18,000 hotels under contract, including more than 800 independent hotels, mainly in the U.S. In addition to its industry-leading PMS solution, HotelKey also offers an enterprise-grade central reservations system and point-of-sale system, along with a host of other products and services specifically designed for the hospitality industry
