Customer Success Advisor

About Us      

Event Temple is a high-growth technology company based in Vancouver, BC. We are the world’s leading Hotel Sales and Catering software. We’ve been voted #1 in the world in the Hotel Tech Awards 12 times in a row, and we’re growing rapidly.

We help make travel and events happen. At Event Temple, we believe in helping people of great character thrive, and we are on a mission to create the future of sales and catering and be the most respected and innovative solution for hotels around the world.

Location: Remote friendly, must be based in Nova Scotia. 

Who you are

A Customer Advocate

• You will be responsible for advocating on your clients’ behalf. You will build business cases to support why we should make product related decisions.
• You love customer interactions! You get excited when you see customer calls in your daily calendar.
• You are not afraid to tell clients when there is a better way of approaching a problem. We aren’t here to just agree with clients. Sometimes, we need to say “no” and explain an alternative approach. 
• Experience in areas of the hotel industry such as banquets, group reservations, sales or catering is a bonus.

Solutions oriented

• You are technically adept and are able to dig deep into problems and come out with a creative solution. You will escalate to the engineers when needed, but will do your best to problem solve long before that.
• You bring an understanding of root cause business analysis. You are a business advisor as well as a technical resource. You are willing to seek to understand how our clients think and are not afraid to make bold suggestions to get them to their ultimate business goals.

Accountable

• Reporting to the Head of Customer Success, you are held accountable to a core set of KPIs that include, but are not limited to: 
  • CSAT Scores from clients on Intercom
  • CX Scores from clients on Intercom
  • NPS Scores - overall customer satisfaction
  • The accuracy of our Knowledge Based Articles
  • Initial Response time for clients
  • Time to close a ticket with a client
  • Churn 

• You will work with the Head of Customer Success to develop a plan for your career growth at Event Temple. You are the driver of your own success. It will be on you to execute that plan to its fullest, and we will be there to cheer you on along the way.

What does the day-to-day look like?

This role is a big-thinker’s dream! Event Temple is a scrappy start-up business that will settle for nothing but the hardest working of people. Our Customer Success Advisors’ work days are broken down into:

• Responding to inbound customer inquiries that come through our various channels including chat, email, and phone. 
• Diagnosing customer issues, and making recommendations from a technical or business standpoint.
• Cataloging bugs and ensuring that the engineering team has all appropriate reproduction steps to rectify them as efficiently as possible.
• Understanding and document customer stories that inform feature requests.
• Actively contribute to our knowledge base.

Qualifications

• Minimum 3 years of experience in customer service, or similar roles, in hospitality. 
• Ability to work independently in a remote environment.

Benefits

• Health and dental benefits. 
• Work From Home/Remote.
• Competitive compensation.
• Building a company and being a part of a success story.
• High-performance team.

Salary range: $45k to $55k annually CAD.

We don't offer relocation support for this job posting.