Partner Success Specialist

Extenteam is a dynamic and rapidly growing company serving real estate and hospitality industries, dedicated to providing best-in-class guest experiences through messaging and financial services. We pride ourselves on fostering a collaborative and inclusive work environment, where innovation and initiative are highly valued.

Have you ever wanted to streamline and improve the process of searching for, booking, checking in and seamlessly connecting with short term rentals like AirBnB or VRBO? That is exactly what we are focused on. It is a fragmented industry that needs to be cleaned up. It is a massive problem and opportunity and that is why we are looking for the right team members to build the future.

Key Responsibilities:

1. Customer Success:
• Foster strong relationships with existing clients to understand their business needs, challenges and provide tailored solutions.
• Meet up with existing customers on a regular basis for account reviews.
• Monitor customer progress and engagement with the platform, proactively addressing any concerns or roadblocks.
• Respond to customer messages, complaints and issues in a timely manner. Report those issues to the rest of the team and appropriate departments. 
2. Customer Training:
• Develop and deliver training materials, including frequently asked questions, to educate clients on best practices.
• Provide hands-on training to clients and their teams to ensure they can effectively use the platform.
3. Customer Onboarding:
• Manage the end-to-end onboarding process for new customers, from initial contact to full platform adoption.
• Answer partner questions via chat during onboarding.
• Conduct onboarding sessions via Zoom calls, follow up phone calls, and demonstrate platform features and functionality.
• Customize onboarding plans based on the unique needs and goals of each client.
4. Account Setup:
• Assist clients in setting up their accounts, including connecting their OTA accounts, merge listings and other functionalities when needed.
5. Feedback and Improvement:
• Gather and relay client feedback to the product development team to enhance platform features and functionality.
• Analyze platform data (ex missed call rates etc), identify pain points.
• Continuously seek ways to improve the onboarding process and customer experience.

• Industry Experience:
• 2-4 years of experience in account management, customer success, or partner management roles, preferably within the vacation rental industry.
• Understanding of the short term vacation rental market, including key trends, challenges, and competitive landscape.

Relationship Management:

• Proven track record in building and maintaining successful partner relationships.
• Strong interpersonal skills and the ability to manage multiple stakeholders.

• Strong focus on customer satisfaction and a proactive approach to problem-solving.

• Attention to detail to ensure partners are set up correctly and all steps of the onboarding process are completed.
• Previous experience with onboarding is mandatory.
• Exceptional written and verbal communication skills in both Spanish and English.
• Patience and empathy when dealing with users who may be less tech-savvy.

Remote Work Setup: Must have a reliable remote work setup, including a stable internet connection.

Location Requirement: Must be residing in Medellín, Colombia.

Work Arrangement: This position offers the flexibility of remote work team collaboration through occasional in-person meetings at our Medellín office. Candidates should be prepared to commute to the office for scheduled meetings and training sessions when required.

Compensation: The pay range for this role is $2,000 to $2,800 USD per month, depending on experience and qualifications.