CUSTOMER SUCCESS EXECUTIVE

About the department: Our Customer Success team is in charge of all relations with partner employers at Hosco. Employers can be any business unit or corporate account directly linked with the hospitality industry. We currently support the recruitment of 10.000 leading employers across the globe and our ambition is to welcome many more! We work with 5* Hotels, Michelin Stars Restaurants, International top Cruises etc.Your responsibilities: You will be responsible for the successful day-to-day relations with a growing portfolio of small and medium-sized partner employers. Your ultimate goal will be to support clients in making the most of their Hosco subscription and ultimately maximize revenue from current clients through optimal renewal, expansion and referrals opportunities.  More specifically, your role will encompass the following responsibilities:  Setup: Optimal setup of new accounts across Hosco, Salesforce (CRM) and other platforms if necessary (ATS). Prioritisation for new accounts setup Activation & Onboarding:Swift activation to new partners’ pack on Hosco upon payment receptionProviding correct onboarding to newcomer clients Providing re-trainings when necessary for existing partners  Usage & Performance:All initiatives to foster small and medium-sized employer (re) activation and (re) engagement in your portfolioReferrals of potential upsell / cross-sell opportunities to Renewal & Expansion ManagerBriefing to Renewal & Expansion Managers as renewals come up for clients and negotiations happenSharing of relevant content suggestion for marketing and communication team  Client Support:Optimal management of all incoming support request, through all channels (intercom, calls, or mails) Renewals: Optimal renewal strategy for all clients within your portfolio leveraging contractual, usage and performance insights. Renewals will be secured ensuring Hosco the highest financial return while reinforcing positive relationships with partners.Continuous follow-ups on open renewals still in negotiations, with no response or with agreed delayed timeline.Weekly Forecast delivery reflecting the latest renewal & expansion updatesContinuous Salesforce and Hosco updates to reflect the latest performance on renewals. Invoice preparation for agreed renewals. Upsells:Upsell opportunity calls when partners have low remaining inventory or when new suitable products are rolled out. Negotiation, closing, update and activations of agreed upsells. Win backs:Optimal Win back strategy of partners whose subscription is temporarily on hold for market or client-specific reasons, including follow-up calls and monitoring of new recruitment needs Optimal De-Churn strategy of partners who decided to Churn our services. Follow-up emails/calls, open new negotiations Cross-sells:Detection of cross-sell opportunities from the portfolio of existing partners, including new openings, sister properties and rollout of new agreements with corporate groups. Referrals to Sales for optimal closing. RequirementsYou are engaging, enjoy problem-solving and can prioritiseYou are eligible to work in BarcelonaYou have a positive attitude, and a willingness to learnYou are proactive and a self-starter Strong attention to detail and focus on superior customer experienceFluent in English and native in French Perks of Working at Hosco:International office with colleagues from all over the worldFlexible working hoursFlexible public holiday calendarFun and ambitious working environmentFlexible working from home policy and a brand-new office in central Barcelona  If you have the skills, experience, and passion to join Hosco, we would like to hear from you!