Customer Success Manager, APAC

Based in Australia Preferred

At Optii Solutions, we design, build, market, and maintain intelligent tools for hotels to thrive in the modern world.  Our product is utilised by some of the top hotels in the world, and the company’s growth is limitless with the addition of great talent.

Customer satisfaction plays a central role in Optii’s strategy for creating enterprise value by relying heavily on testimonials and referrals, which in turn will accelerate sales success. 

Excelling in this role will present numerous opportunities for career growth.

Position Overview:

As a Customer Success Manager, you will be responsible for managing a portfolio of existing clients while actively following up on new sales opportunities in the APAC region as outlined by sales and customer success leadership. You will play a pivotal role in building strong relationships with key decision-makers, understanding their needs, and offering tailored solutions to drive customer satisfaction and revenue growth. Additionally, you will be involved in onboarding new clients and providing Level 1 client support in tandem with the regional onboarding manager.

Responsibilities

Account Management:

• Serve as the main point of contact for assigned clients, ensuring excellent customer service and maintaining long-term relationships.
• Understand client objectives, business goals, and challenges to identify opportunities for upselling and cross-selling.
• Conduct regular check-ins with clients to address any concerns, provide product updates, and gather feedback.
• Collaborate with internal teams to deliver on client expectations and resolve any issues in a timely manner.

Sales and Business Development:

• Conduct sales presentations and product demonstrations to potential clients, highlighting the unique value propositions.
• Develop and execute effective sales strategies to meet or exceed sales targets.
• Prepare and present sales proposals, negotiate contracts, and close deals.
• Stay up-to-date with industry trends, competitive landscape, and customer needs to identify areas for growth.

Onboarding and Support:

• Work with the Onboarding Manager in APAC to support new client training, ensuring a smooth transition and successful implementation of products or services.
• Provide Level 1 client support by promptly addressing client inquiries and technical issues, and escalating as needed.
• Assist clients with product setup, configuration, and troubleshooting, ensuring they have a positive and productive experience.
• Collaborate with the support team to enhance client support processes and documentation.

Relationship Building:

• Build and maintain strong relationships with key stakeholders, including clients, partners, and industry influencers in the APAC region.
• Attend industry events, conferences, and trade shows to network and represent the company professionally.
• Actively participate in team meetings, share market insights, and contribute to the overall growth strategy.

Education and Experience Requirements

• Bachelor's degree in Business Administration, Sales, Marketing, or a related field.
• Proven work experience as an Account Manager or Sales Representative in a B2B hospitality environment.
• Strong track record of driving revenue growth.
• Excellent interpersonal and communication skills, both verbal and written.
• Ability to build and maintain long-term client relationships.
• Demonstrated negotiation and closing skills.
• Self-motivated and results-oriented with a proactive approach.
• Familiarity with Hubspot CRM software and reporting tools.
• Knowledge of the Hospitality Technology market and players in Australia is preferred.
• Australian citizenship or valid work permit.

Join our team at Optii Solutions and contribute to our success by combining your account management skills with your sales acumen. We offer a competitive salary package, including performance-based incentives, and opportunities for career advancement. If you are ready to take on this exciting dual role, please submit your application with a resume and cover letter outlining your qualifications and relevant experience.

Optii is an equal-opportunity employer.  All applicants are considered for positions without regard to race,  religion,  colour,  sex,  gender,  sexual orientation,  pregnancy,  age,  national origin,  ancestry,  physical/mental disability,  severe/morbid obesity,  medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the company, its clients, and its employees.

Note: This job description is a general overview and may be subject to modifications based on business needs.