Customer Success Specialist @ OTA Insight in Dallas-Fort Worth Metroplex

OTA Insight is a Revenue Management Intelligence Provider for the hospitality business (our customers are individual hotels and major chains like Hilton, Accor, … ). OTA Insight is an online dashboard solution (SaaS) providing rate intelligence for the hotels to increase their revenue by optimising their pricing.  We combine cutting edge technology and data analytics to provide smarter business intelligence to maximize occupancy and revenue.

Today OTA Insight is present in more than 185 countries around the world and has more than 55,000 partners. When you start here, you’ll find yourself in an environment that’s exciting, motivating, challenging, and fun.

In April 2022 OTA Insight acquired Kriya RevGEN,  a certified Great Place to Work and a consulting and SaaS revenue management partner to over 2,000 hotels and growing rapidly. Founded in 2013, we organically grew our service and software partnerships with some of the most iconic brands and hotel management companies in the US. As a team of ~40, we are able to leverage the benefits of working with the 300+ OTA Insight team while maintaining a small company feel. We are well known in the hotel space especially within revenue management and are seen as a leading industry innovator. Our team is fun, smart, entrepreneurial, and hard-working. You’ll be exposed to every major brand, various independents, and all of the important RM systems currently available (including ours of course.) You’ll have the freedom to explore product development, e-commerce, website development, business development, marketing, and social media in a fast-paced environment. 

Responsibilities:

• As the Spider Customer Success Specialist, you are responsible for supporting the Customer Care and Customer Growth departments within OTA Insight and delivering a quality Spider experience for customers.

• The expectations are as follows:

  • Respond to and / or troubleshoot all Intercom tickets 

  • Escalate tickets to the Product, Engineering, and Customer Growth teams as needed

  • Monitor Airtable and troubleshoot ETL failures for assigned portfolios to ensure data is processed in a timely manner

  • Research Log Rocket and user analytics to support the Customer Growth and Product teams

  • Lead walk throughs and touch point calls for clients as requested

  • Work closely with Implementation, Customer Growth, Customer Care, Product, and Accounting departments to deliver a great customer experience measured by NPS scores

• You will have opportunities to contribute to or participate in:

  • Creating tool based self help, on-boarding, new feature adoption, and tour development in Intercom

  • Developing documentation repository development in Confluence.

  • Developing new hire training tools, videos, documents and deliver live training

  • Cross training for supporting additional products

• Directly reports to the Spider Director of Operations

• Career path to Senior Customer Success Specialist is based on meeting the following criteria:

  • High performance as indicated in mid-year and end of year evaluations

  • Ability to successfully troubleshoot and reconcile complex client tickets

  • Ability to manage small accounts (fewer than 20 hotels) and lead walk through and touchpoint calls

  • Demonstrate a strong understanding of Spider technical and user functionality and be able to effectively demo best practices to clients

  • Demonstrate a strong understanding of hotel revenue management best practices

  • A positive attitude and a leadership presence within the team

  • Intercom Admin (publish articles)

• At least 1 – 3 years of implementation and support experience.

• Willingness to own and execute tasks and deliverables

• Strong presentation skills using the Google suite

• Excellent analytical, problem-solving and troubleshooting skills

• Strong overall business and people skills

• An understanding of the hospitality industry and Revenue Management is a strong plus