Customer Success Representative

At Kalibri Labs, we are helping to redefine and rebuild the hotel industry. We are looking for passionate, energetic, and hardworking people with an entrepreneurial spirit, who dream big and challenge the status quo. We are working on cutting-edge solutions for the industry as they navigate the recovery process. We are using our big data coupled with machine learning and AI to help highlight the path forward. Kalibri Labs is growing, so if you’re ready to make a difference and utilize your talents across a groundbreaking organization, please keep reading!

Kalibri Labs, a SAAS start-up in the hospitality industry, is looking for a Customer Success Representative whose contributions will make a real impact in this growing, supportive and innovative company. This entry-level position will work closely with various teams, including Account Management, Sales & Marketing, and Fulfillment, gaining valuable insights and skills. Applicants with a passion for the hotel industry, a desire to begin their career in customer success and aspirations to develop into other customer-facing roles such as account management or sales are highly encouraged to apply. The Customer Success Representative will be responsible for assisting with support requests from customers, developing & maintaining training materials for hotel clients, assisting with ad-hoc analysis, and supporting the client engagement team as needed.

This position reports to the Director, Commercial Strategy Solutions. This is a 100% remote position, working 9am to 5pm Eastern Time. 

Responsibilities:

• Client Support Email/Ticket Monitoring and Response: Provide training materials and support for clients using all products. Troubleshoot any client issues and triage with the internal team as appropriate.
• Monitoring (and meeting) of SLAs
• Prioritization of the queue; manage follow-ups and escalation processes
• Client On-Boarding and Training: Assisting the Account Management Team with preparation for the onboarding and training of clients across all product types. Including configuration of onboarding information such as salesforce items, backend setup in Kalibri Labs product, and weekly internal reporting of onboarding status. 
• Weekly Internal Reporting: Provide critical KPI updates to internal constituents related to Customer Health scoring and fulfillment activities.
• Assisting with Ad-hoc Analysis and Reporting: Assist the Kalibri Labs team with ad hoc analyses when needed for client visits, industry meetings, and annual report publications. Additionally, perform ongoing reporting for enterprise clients.
• Ad-hoc Fulfillment: Assist the Account Management and Sales team with fulfilling customer requests, including custom data solutions for customers. 
• Assist in day-to-day account management: Participate in client-facing meetings as a subject matter expert around the metrics and deliverables provided by Kalibri Labs to clients. Assist the Revenue Strategy team with ongoing support and engagement activities. 

Required Skills:

• Desire to work in a dynamic environment for a growing hospitality SaaS company.
• Excellent problem-solving and analytical ability.
• Excellent attention to detail and organization skills.
• Excellent verbal and written communication skills.
• Ability to be flexible and multi-task.
• Ability to work autonomously driving progress by meeting deadlines.
• Intermediate proficiency in Microsoft Excel (advanced formulas, advanced graphing, and pivot table knowledge). Candidate will be required to take an Excel assessment.
• Proficiency with Microsoft Word and PowerPoint.
• Bachelor’s degree preferred

Bonus points for prior knowledge or interest in:

• Business intelligence tools (Tableau, Looker).
• Project management tools (JIRA, Salesforce).

To protect the interests of all parties, Kalibri Labs, LLC (“Kalibri”) will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Kalibri, including unsolicited resumes sent to a Kalibri mailing address, fax machine or email address, directly to Kalibri employees, or to Kalibri's resume database will be considered Kalibri property. Kalibri Labs will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Kalibri Labs will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.

Kalibri Labs is committed to creating and sustaining an inclusive and diverse work environment where all employees are treated with dignity and respect. Kalibri Labs' equal employment opportunity policy prohibits discrimination and harassment against any employee or applicant based on race, ethnicity, color, religion, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, disability, pregnancy, genetic information, marital status, family status, citizenship status, veteran status, military status, or any other status protected by law.