Customer Success Lead

We are hiring at Now Book It for a Customer Success Lead-AI to join our rapidly growing hospitality reservations platform, where you will provide our clients with an exceptional customer experience!

The Customer Success Lead-AI will play a pivotal role in the growth of Now Book It by ensuring that all AI-powered customers are successfully onboarded, supported, and empowered to make the most of our platform. You will be responsible for the end-to-end customer journey, from onboarding to ongoing support, focusing on maximizing the value our clients receive from our AI solutions.

You will serve as the primary point of contact for all AI customers, guiding them through the implementation process, providing training, and offering continued support. This is a position with flexible hours. We offer a competitive salary, benefits, and opportunities for growth within the company. If you are a motivated self-starter with the skills and experience, we seek, please submit your resume and cover letter for consideration.

Now Book It is a leading hospitality reservation company seeking a Customer Success Lead-AI to join our dynamic team. If you thrive in a fast-paced environment, enjoy working with deadlines, and are motivated to deliver exceptional results, this opportunity is for you. As a Customer Success Lead-AI, you will play a crucial role in ensuring seamless client onboarding, resolving issues, and driving successful implementations.

Here is a little window into our company: Now Book IT is built by people in Hospitality, for people in Hospitality. Having been involved in the hospitality industry for the past 21 years, helping over 11,000+ restaurants market their businesses across Australia and New Zealand, we know how important your customers and their data is to the future of your restaurant. Listening to the frustrations of many of our restaurant partners about the lack of quality options in the online booking arena was the driving force behind the creation of our brand-new online booking platform. Now Book It is an online reservation system that fully integrates with your website, allowing customers to get a confirmed booking instantly online, with these bookings automatically populating into your restaurant diary. A major benefit of our booking system is that there are no ‘per booking fees’, making it a very affordable way to automate your diary. It’s well known that most other booking systems will use the customers'​ information captured off your website to try and drive those customers to other restaurants to generate larger booking fees for them. We believe that the customers that book through our system at your restaurant, are YOUR customers! The customer data that you capture from Now Book It is owned by you and available to you for future marketing.

The successful candidate will be based anywhere in Australia, working in a remote work model or from any of our office in Australia!

What your day will look like:

AI Customer Onboarding and Implementation

• Lead the onboarding process for all AI customers, ensuring smooth implementation of the Now Book It platform and providing personalized training on the use of AI features

Ongoing Support and Success Management

• Serve as the main point of contact for all AI customers, addressing their needs, resolving issues, and offering guidance to ensure they gain maximum value from the platform

Customer Training and Education

• Develop and deliver customized training sessions and materials to ensure clients understand how to fully leverage the AI capabilities within the platform

Customer Relationship Management

• Build strong, lasting relationships with restaurant partners, becoming their trusted advisor and ensuring they are fully supported throughout their journey with Now Book It

Proactive AI Solution Adoption

• Analyze customer usage data and provide recommendations for optimizing the use of AI features to drive client success and operational efficiency

Customer Feedback and Product Improvement

• Gather and communicate customer feedback to internal teams (product, engineering, etc.) to help improve the platform’s AI capabilities and address client needs

Client Retention and Growth

• Focus on customer satisfaction and retention, ensuring that customers continue to see the value in Now Book It’s AI platform and expand their usage over time

About You:

• Proven experience in Customer Success or Account Management, ideally in an AI or SaaS environment
• Excellent communication and interpersonal skills in English, both verbal and written is essential
• Gritty, autonomous, self-motivated, and hard worker who thrives in a fast-paced environment
• Ability to provide exceptional customer service and experience with a friendly and professional demeanor
• Intermediary-level technical knowledge and proficiency with computer systems and software
• Ability to troubleshoot technical issues and work collaboratively with technical teams to resolve them
• A Bachelor's degree in Computer Science or a similar related discipline is advantageous
• Exceptional problem-solving skills with a proactive mindset
• Flexibility and adaptability to navigate through changing priorities
• Detail-oriented with strong organizational skills
• Ability to work independently and manage multiple tasks simultaneously in a fast-paced, always-evolving environment
• Experience in the hospitality, restaurant, or tech industry is a plus
• Legally authorized to work in Australia

For further information about Now Book It, you can visit our website at www.nowbookit.com

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.