Customer Success Advocate at InnQuest Software

Customer Success Advocate at InnQuest Software

We are hiring at InnQuest Software for a Customer Success Advocate to join our growing Hospitality Management Software team in North America!

InnQuest Software is a leading solutions provider for the hospitality industry with offices in the United States, Australia, Canada, and the UK. Our technology and services leadership, combined with hospitality expertise and global scale, help more than 5500 properties in over 100 countries manage more than 450,000 hotel rooms daily! 

As a Customer Success Advocate at InnQuest Software, you will play a vital role in ensuring the success and satisfaction of our clients using the roomMaster platform. You will be responsible for onboarding, training, and supporting our customers, primarily hotel properties, through various communication channels. Your goal will be to foster strong relationships, drive customer success, and promote the adoption of our software.

Here is a little window into our company: InnQuest Software was founded in 1994 with a belief that guests deserve an excellent hospitality experience, and hoteliers deserve a management system that would allow them to maximize the guest experience and property. The software was developed by hoteliers for hoteliers and has been widely praised for its intuitive performance and ease of use. roomMaster provides every software management product a hotel needs in one simple turnkey solution, including a booking engine with a channel manager linked to Expedia and Booking.com. InnQuest’s office is in Clearwater, Florida, with international offices in Australia, Canada, and the United Kingdom with resellers in the Caribbean, Fiji, New Zealand, Cambodia, Malaysia, and South Africa.

InnQuest Software was acquired by Valsoft and now operates under the Aspire Software portfolio. Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

The successful candidate can be based anywhere in North America, working in a remote work model!

What your day will look like:

• Client Integration and Instruction: Lead new clients through the integration process, providing instruction via video conferencing, phone calls, and emails
• Focus on Customer Retention: Develop and implement strategies to enhance customer loyalty and retention, ensuring long-term satisfaction and retention of customers
• Ongoing Client Assistance: Provide daily assistance and support to existing customers in using our software
• Collaborative Efforts: Partner with the Sales team to define and achieve customer success criteria, demonstrate ROI, and ensure customer renewal with the roomMaster product suite
• Product and Service Inquiries: Respond to product and service questions through our ticketing system
• Troubleshooting: Make outbound calls for escalated issues and onboarding calls
• Continuous Learning: Stay updated with the latest releases through training materials and available resources
• Advisory Role: Serve as a trusted advisor, thought leader, and subject matter expert for the full suite of roomMaster products
• Customer Relationship Management: Build and maintain excellent relationships with clients to foster loyalty and promote increased usage and adoption of the software
• Content Creation: Help create new tutorials by contributing content to the database of support articles
• Proactive Outreach: Conduct regular check-ins with clients to ensure they are satisfied and to address any potential issues before they escalate
• Resolving Issues: Address customer complaints and questions via phone, email, or any other media used by roomMaster
• Adaptability: Embrace an evolving role, demonstrating flexibility with process changes and the ability to adjust as needed
• Additional Responsibilities: Undertake any other tasks or duties as assigned by management

Key Competencies:

• Internal Communication: Effectively synthesize and communicate customer details (needs, feedback, concerns, opportunities, etc.) to multiple departments
• Product Delivery Expertise: Ability to clearly communicate the product(s) and brand to customers and key stakeholders
• Communication and Emotional Intelligence: Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success
• Multi-Project Management: Ability to manage multiple projects/customer accounts with varying processes simultaneously

Qualifications:

• Relevant Experience: 1+ years of total relevant experience
• Problem-Solving Skills: Strong problem-solving skills and professional demeanor
• Technical Skills: Exceptional skills with computers and systems
• Hospitality Experience: 1+ years of industry experience in the operations of hotels, hostels, BNBs, or similar roles such as Front Desk, Night Auditor, Revenue Manager, or General Manager
• Communication Skills: Excellent communication skills and a positive attitude
• Proven leadership ability: Highly organized, proactive, self-starter, and team player with a passion for continually improving processes
• Fluent in English, both written and verbal, is essential
• Legally authorized to work in the United States is essential 

For further information about InnQuest Software, you can visit our website at: www.innquest.com

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