Account Manager (Dominican Republic)

DO-Santo Domingo
Job ID
2017-1834
Category
Customer Experience

Overview

The Account Manager for Guest Management Solutions (GMS) will deliver direct product and marketing support services to its clients, specifically those within hotel and resort community. You will be responsible for providing superior customer service to clients, including application and process training and problem/issue resolution. A successful candidate should have customer support experience and strong communication skills. An understanding of email marketing best practices, HTML coding, the hospitality industry and resort property management systems is a plus. A successful candidate would also demonstrate the skill set to grow into a Senior Account Management position ensuring customers are successfully using the application and satisfied with their use of the product.

Responsibilities

  • Provide direct client support services
  • Quickly understand, assess, and address clients’ challenges and effectively work towards resolution resulting in 100% awareness by client of resolution
  • Train clients on the use of the product and its features
  • Perform and guide installations of the GMS platform, including setting up a milestone schedule and project plan to help guide customers through the process
  • Consult with and assist clients in HTML newsletter assembly and email campaign generation
  • Conduct regular account reviews with clients to ensure that the client’s goals and expectations are being met.
  • Identification of new client requirements that may lead to new product functionality
  • Assist in knowledge base population and maintenance
  • Assist engineering team in filing and resolution of bugs and/or issues
  • Perform Client Services related support duties (Manage Support Inbox, Support Line, etc.)

Qualifications

  • Customer support experience a must
  • Superb project management skills with the ability to drive to outcomes and keep customers on a project plan
  • Excellent communication skills (verbal and written)
  • Knowledge of Microsoft Office suite of products
  • Excellent troubleshooting skills used to work tactfully through challenging client issues
  • Problem solver who takes initiative to get things done; an enthusiastic go-getter!
  • Technically literate and comfortable working with Internet technologies, and desire to build technical knowledge
  • Familiarity with various email clients (Outlook, GMail, Yahoo, etc.)
  • Strong organizational skills and ability to multi-task
  • Knowledge of HTML coding a plus
  • Experience with documentation a plus
  • BA/BS degree or equivalent work experience

LANGUAGES REQUIRED FOR THE POSITION:

Must be fluent in English and Spanish

 

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