Job details

Customer Success Manager

Exely is a global IT company specialising in online solutions and websites for hotel industry. We help hoteliers increase their direct sales and automate operations. With a client base of over 3500 properties from 56 countries, ranging from small hotels to large resorts, we are committed to delivering exceptional customer service and support. Our distributed team works from 20 countries in APAC and EMEA regions and speaks 35+ languages providing an exceptional possibility to share global exchange experience.

Our team is growing rapidly in the APAC region and are looking for 01 Customer Success Manager to increase revenue of our clients (hoteliers) in Phuket, Thailand.

As a Customer Success Manager, you will:

Be the primary contact for local clients in Thailand, addressing any queries or issues early on;
Observe and evaluate client performance to determine ways to enhance it, and provide suggestions accordingly;
Arrange and hold frequent check-ins and quarterly business reviews to monitor client progress and discover new prospects for growth. We expect you will be able to handle 15 onsite meetings per month with clients;
Work alongside internal teams to fix client problems promptly and ensure their experience is smooth;
Work with the current customer base proactively to boost direct online sales;
Keep focus on revenue strategy and help partners in achieving high results;
Participate in local events and be engaged in the proactive marketing activities such as webinars, exhibitions and business breakfasts with partners;
Work in an global team and have a good opportunity to exchange experience and implement the best practices in life;
Maintain a good knowledge of our products and keep yourself informed about current industry trends and top practices;
Promote our clients' interests within the organisation, encouraging the creation of new product features and developments, based on feedback from our clients.

Hiring Process

HR Screen with Recruiter → Test task → Professional Interview with Hiring Managers.

Possible career path: Business Development Manager or Account Manager.

Based in Phuket, Thailand;

At least 1 year hands-on experience within Account Management/Sales/Revenue management/Customer Success in Hotels/OTAs/HotelTech/IT-companies/E-com/Airlines;
Experience in OTA/Hotels (Revenue/Sales/Marketing/E-com departments) would be a great advantage;
Knowledge of revenue structure of hoteliers would be a great advantage;
Strong communication skills, both written and verbal Thai and English;
Very proactive, able to build strong relationships with clients;
Strong analytical skills;
Comfortable with CRM and computer software (Excel, Power BI);
Comfortable with ticket and helpdesk systems (Zendesk, Omnidesk, or Jira).

Competitive salary based on your experience;
Commissions based on KPI;
It's remote full time job with working hours 09AM-6PM (timezone where you are located in);
Laptop, headset and mobile phone for work;
You will have a dedicated training manager, with onboarding and constant support from an experienced manager. Initially, you will be accompanied by members of our international team to meetings;
The start-up environment is fast-paced and constantly growing, with full support from our established international team;
The company covers business trips around Indonesia;
English Speaking Club with colleagues from around the world;
Online&Offline camps, workshops and gatherings;
Network with colleagues from all over the world (Random Coffee Program).

Average salary estimate

$50000 / YEARLY (est.)

min

max

$40000K

$60000K

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What You Should Know About Customer Success Manager, Exely

Join Exely as a Customer Success Manager, where you'll become the vital link between our exceptional online solutions and our valued clients in the hotel industry! Located in beautiful Phuket, Thailand (with remote flexibility), you'll work with a diverse team that spans 20 countries and speaks over 35 languages, all geared towards helping hoteliers maximize their direct sales. In your role, you will be the first point of contact for our clients in Thailand, tackling queries and issues head-on to ensure smooth operations. You’ll have the exciting challenge of evaluating client performance and scouting opportunities for growth. Regular check-ins and quarterly reviews will be your way of connecting with clients and identifying new areas to boost their success. With about 15 onsite meetings each month, your strong communication skills will shine as you build proactive relationships. Collaboration is key, as you work alongside internal teams to swiftly resolve client issues and actively promote the interests of our partners. Your insights will influence product development! If you’re passionate, analytical, and eager to Foster a success-driven culture, then Exely offers a supportive environment, career progression opportunities, and all the training you need to thrive. Join us in revolutionizing the hotel industry, and let's grow together in this fast-paced start-up setting!

Frequently Asked Questions (FAQs) for Customer Success Manager Role at Exely

What are the key responsibilities of a Customer Success Manager at Exely?

As a Customer Success Manager at Exely, your main responsibilities include acting as the primary contact for hotel clients in Thailand, conducting regular performance evaluations, arranging check-ins and quarterly reviews, and collaborating with internal teams to address client issues promptly. You will also focus on boosting direct online sales and promoting client interests within the organization, ensuring a seamless experience that drives success for our hotel partners.