• Develop trusted advisor relationships with assigned customers, advocating on their behalf with internal functional partners as needed
• Drive product adoption and usage of insightsoftware products and solutions to retain and grow revenue
• Craft effective strategies for customer retention, negotiate and secure renewal agreements, and facilitate the expansion of the use of our solutions within your customer base.
• Organize and execute and communication strategy for assigned customers, including emails, one on one meetings, monthly update calls and quarterly business reviews focus on overall customer health and adoption statistics, product reviews, and contractual status checks.
• Forecast and track key account metrics (e.g. quarterly retention and growth results and annual forecasts) and clearly communicate progress to internal stakeholders
• Manage customer relationships and escalations, including high severity requests, with a focus on solving business problems and deriving customer value from insightsoftware’s solutions
• Drive a seamless customer experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions
• Lead one or more special projects to enhance Customer Success goals and processes
• Participate in cross-functional reviews of product lines
• Train and mentor on-demand talent

Achievements/Goals*

• Complete Onboarding process (90 Days)
• Assume responsibilities of management of customer portfolio
• Complete renewal process for portfolio
• Engage customer in COR and regular communication cadence

Participate in cross functional meetings

The Guest Service Agents are the first and last impression at the hotel. The position is responsible for ensuring exceptional service is provided to guests at all times, making guests feel both welcome and comfortable. Secondary to this, the role is responsible for ensuring the front office premises are safe, clean and comfortable for guests.

Key duties include:

• Provide passionate, knowledgeable and friendly service to external and internal guests at all times
• Assist guest with all enquiries and complaints and provide accurate information to guests about Hotel facilities and features
• Check guests in and out of the Hotel
• Handle guest enquiries and provide information and assistance
• Collect payment of accounts and issue invoices accordingly
• Communicate with other departments to ensure relevant information is communicated between departments
• Assist in maintaining a safe and secure environment for guests

Contentful’s Customer Support Engineers (f/m/d) are at the forefront of our efforts to assist customers who are building amazing websites, apps, and other digital experiences using cutting-edge technologies.

Working directly with our customers, our Customer Support Engineers help identify and research Contentful-related issues that users experience, and then troubleshoot and help resolve those issues.  By providing this assistance, and escalating issues when necessary to our Engineering team, our Customer Support Engineers give our customers confidence that their needs are represented and addressed. Many large customers rely on Contentful to power their public websites, mobile apps, and other mission-critical parts of their business; our Customer Support Engineers play a vital role in enabling their success in doing so.

• A spirited group from around the globe, we keep things light-hearted while also solving difficult customer situations and creating new internal processes
• Intellectual curiosity and interpersonal relationship skills are core to what we do; we seek to understand the “why” and not just the “what”
• We practice empathy and the art of anticipating customer needs

• Minimum 2 years previous experience with a direct contribution in Support and/or Customer-facing processes and tools like; a ticketing system, in-app chat, shift handover, on-call coverage, service level agreements, escalation process, and incident response
• Experience working with APIs and API-based SaaS integrations
• Software development exposure/troubleshooting experience in one or more of our supported languages (JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift)
• A good understanding of how web applications and mobile apps are built and work
• Confidence with common UNIX-like command-line tools
• A track record of getting things done in an environment that combines collaboration and individual responsibility
• Ability to read server logs and process them to aggregate/analyze data
• An understanding of Agile processes or experience working in an Agile/Scrum environment
• Strong problem-solving skills
• Ability to clearly explain concepts and produce example code that complements the explanation
• Customer-centered, high level of empathy, and cross-team collaboration mindset
• Results and outcome-oriented; team focused
• Experience with working with global teams, open to cultural and thought diversity
• Excellent English communication skills, both verbal and written

• Join an ambitious tech company reshaping the way people build digital experiences
• Healthcare packages and time off programs are available through TargetCW, or your contracting agency. 
• Full-time employees receive Stock Options for the opportunity to share in the success of our company
• A personal education budget to improve your skills and grow in your career 
• Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties 
• An annual wellbeing stipend to care for your physical, financial, or emotional health
• A monthly communication phone/internet stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.

#LI-SD2 #LI-REMOTE