Customer Success Manager - Performance & Onboarding

Hosco - making hospitality an exciting journey!

Hosco is the world's leading hospitality career platform. We provide a space in which the industry's top companies, leading hospitality schools, and best talent can explore new opportunities and thrive like never before.

Hosco has experienced exponential growth regarding users, traffic, and revenue in recent years. We’ve raised over 15 million EUR to date, both from business angels and Venture Capital firms. Our team is based in our Barcelona HQ.

At Hosco, we love to dream big so that we can develop innovative and data-driven solutions that truly serve our users.

Our talented team is crucial to our success, and that's why we constantly seek to build a more positive and close-knit team at every turn. One way we do this is by enabling our people to bring their creative ideas to life and take full ownership of their success.

Do you share Hosco’s values? Read on to see exactly how you could help us by making hospitality an exciting journey!

About the department:

Our Customer Success team is in charge of all relations with partner employers at Hosco. Employers can be any business unit or corporate account directly linked with the hospitality industry.

We currently support the recruitment of 10’000 leading employers across the globe and our ambition is to welcome many more! We work with 5* Hotels, Michelin Stars Restaurants, International top Cruises etc.

Your responsibilities

You will be leading the successful day-to-day relations with our growing portfolio of partner employers. Your ultimate goal will be to lead all efforts to empower clients in making the most of their Hosco subscription and ultimately become fans and promoters.

Your role will require you to work closely with the Sales, Operations, Product and Renewals & Growth teams within the Customer Success division as well as with the Growth & Marketing department.

More specifically, your role will encompass the following responsibilities with the support of your team:

Setup:

Lead:

• Optimal setup of new key accounts across Hosco, Salesforce (CRM) and other platforms if necessary (ATS)

Contribute:

• Setup automation/optimization roadmap
• Job supply QA Thanos automation strategy
• Product enhancements definition and prioritization for new accounts setup

Activation & Onboarding:

Lead:

• Swift activation to new key partners’ pack on Hosco upon payment reception
• Providing correct onboarding to key clients
• Providing re-trainings when necessary for existing key partners

Contribute:

• Iteration of activation and self-onboarding strategy

Usage & Performance:

Lead:

• All initiatives to foster employer (re) activation and (re) engagement
• Definition of curated strategies to grow performance for specific employers. These might involve growth & marketing
• Referrals of potential upsell / cross-sell opportunities to Renewal & Growth Manager
• Briefing to Renewal & Expansion Managers as renewals come up for clients and negotiations happen
• Sharing of relevant content suggestion for marketing and communication team

Contribute:

• Iteration of automation strategy for client activation and engagement
• Product enhancement based on client insights

Client Support:

Lead:

• Overall delivery of efficient support to clients’ incoming request
• Automation strategy for Client Support to drive higher efficiency and client satisfaction

Contribute:

• Roll out of eNPS program to ensure real-time view of client success and satisfaction
• Product enhancements definition and prioritization

Reporting

Lead:

• You will report to the CEO on the above responsibilities for all clients under your direct and indirect ownership (you will manage a team of 3 people of different seniority)

Requirements:

• Previous experience is Customer Success/Account Management of at least 4 years
• Strong and demonstrable organisational skills
• Number master with strong analytical mindset
• Natural relationship builder
• Proven ability to lead efficient communication with key clients
• Strong attention to detail and focus on superior customer experience
• Curious and entrepreneurial mindset
• Fluent in English and Italian or French with excellent written skills, Spanish is a plus

If you have the skills, experience, and passion to join Hosco, we would like to hear from you!