Customer Success Specialist

$60,000 - $65,000 yearly
  • Tourism Technology Co.
  • Remote (Canada)
  • Jan 24, 2023
Individual Contributor Full Time Customer Success Customer Support

Job Description

Who we are?

The Tourism Technology Co. is a SaaS business with offices in Toronto and Montréal. We specialize in developing innovative software solutions for the tourism industry — from Destination Management Organizations to independently-owned businesses.

About the Role

You’ll be joining our close-knit team at an exciting time in our history. We are currently in the process of scaling our first product, Booker, an embeddable booking engine tailor-made for independent tourism operators. As we go to market, we’re looking for an experienced Customer Success Specialist to join our founding team.

In this role, you’ll be responsible for onboarding and supporting our customers day-to-day while also setting up processes to scale those efforts long-term. We’re looking for an agile, collaborative colleague who’s eager to take on new challenges and comfortable with the speed and diversity of tasks that comes with launching a start up.

As our first Customer Success Specialist, you’ll be exposed to many interesting tourism businesses and organizations across North America. You’ll also play a key role in the development of our product strategy, reporting directly to Olivier Creurer, our Chief Product Officer, and working within our Product team.

While the position is remote, applicants must be Canadian citizens or residents with a valid work permit.

Job Responsibilities

  • Own, develop, and maintain the customer journey, from end to end. You’ll establish a common understanding of project scope, delivery approach, task ownership, and deliverables for each individual client.
  • Lead weekly onboarding discussions with the leadership team to review work plans, risks, actions, issues, and decisions that drive projects to completion and minimize “time to value.”
  • Work closely with our CEO and CPO to understand and prepare for initial customer communication
  • Provide 1-1 onboarding sessions with existing and prospective clients
  • Educate customers on what is required for successful implementations.
  • Gather and document each customer’s functional and technical requirements.
  • Collect and share customer insights with the product team and the wider Tourism Technology Company organization

About You

  • 3+ years of experience in either customer support or success, ideally with a strong focus on customer onboarding.
  • You’re passionate about the customer experience — understanding a customer’s business and helping them succeed long-term is your biggest motivator.
  • You see customer success and support as an integral part of any product-focused business, and you’re comfortable sharing customer insights and feedback with stakeholders.
  • You understand the long game. You’re a pro at providing day-to-day support, but you’re just as eager to develop workflows and documentation that will help scale our support efforts.
  • Ability to bring clarity of thought and attention to detail in a fast-paced environment.
  • Experience with creating training materials and documentation.
  • Excellent presentation and writing skills.
  • Strong understating of project management structure.
  • An agile, collaborative approach to working with colleagues.
  • Comfortable using a variety of project management tools (Notion, Slack, G-Suite, etc.)
  • Bonus
    • Experience with tourism businesses (accommodations and/or experiences) in an operations or customer facing role.
    • You’ve lead (or served as a manager within) a SaaS support organization.

Benefits

  • Comprehensive health and drug coverage, including an annual health spending account ($2000 a year for singles, $3000 a year for families), accessible after probation period
  • Generous Time Off: After the probationary period, TNB offers, per year: 15 paid vacation days, 8 mental health days, and you get your birthday off too! We fully expect you to rest, relax, and recharge.
  • Quarterly employee meet-ups in either Toronto or Montréal.
  • Fully remote work environment.

You will play a key role in shaping the future of the travel and tourism industry. If you are passionate about providing exceptional customer support and want to make a difference, we would love to hear from you!

How to Apply:

Email your resume and cover letter with the subject line “Customer Success Specialist” to Matthew Thomas, CEO, at jobs@tourism.tech