Customer Success Specialist

Summary

Join Exely, a global IT company specializing in online solutions for the hotel industry, as a Customer Success Specialist based in Colombo, Sri Lanka. You will be the primary contact for local clients, addressing queries and enhancing their performance. Responsibilities include conducting regular client check-ins, collaborating with internal teams to resolve issues, proactively boosting direct online sales, and participating in local marketing events. The role requires strong communication and analytical skills, experience in account management or related fields within the hospitality or tech sectors, and proficiency with CRM and software tools. Exely offers a competitive salary, commissions, remote work flexibility, equipment, dedicated training, and opportunities for professional development and global networking.

Requirements

• Pass product certification
• Pass support certification
• Pass analytics tools for Customer Success Specialist certification
• Pass the usability of the hotel's website certification
• Based in Colombo, Sri Lanka
• At least 1 year hands-on experience within Account Management/Sales/Revenue management/Customer Success in Hotels/OTAs/HotelTech/IT-companies/E-com/Airlines
• Strong communication skills, both written and verbal Sinhala and English
• Very proactive, able to build strong relationships with clients
• Strong analytical skills
• Comfortable with CRM and computer software (Excel, Power BI)
• Comfortable with ticket and helpdesk systems (Zendesk, Omnidesk, or Jira)

Responsibilities

• Be the primary contact for local clients in Sri Lanka, addressing any queries or issues early on
• Observe and evaluate client performance to determine ways to enhance it, and provide suggestions accordingly
• Arrange and hold frequent check-ins and quarterly business reviews to monitor client progress and discover new prospects for growth. We expect you will be able to handle 15 onsite meetings per month with clients
• Work alongside internal teams to fix client problems promptly and ensure their experience is smooth
• Work with the current customer base proactively to boost direct online sales
• Keep focus on revenue strategy and help partners in achieving high results
• Participate in local events and be engaged in the proactive marketing activities such as webinars, exhibitions and business breakfasts with partners
• Work in an global team and have a good opportunity to exchange experience and implement the best practices in life
• Maintain a good knowledge of our products and keep yourself informed about current industry trends and top practices
• Promote our clients' interests within the organisation, encouraging the creation of new product features and developments, based on feedback from our clients

Preferred Qualifications

• Experience in OTA/Hotels (Revenue/Sales/Marketing/E-com departments) would be a great advantage
• Knowledge of revenue structure of hoteliers would be a great advantage

Benefits

• Competitive salary based on your experience
• Commissions based on KPI
• It's remote full time job with working hours 09AM-6PM (UTC+5:30)
• Laptop, headset and mobile phone for work
• You will have a dedicated training manager, with onboarding and constant support from an experienced manager. Initially, you will be accompanied by members of our international team to meetings
• The start-up environment is fast-paced and constantly growing, with full support from our established international team
• The company covers business trips around Sri-Lanka
• English Speaking Club with colleagues from around the world
• Online&Offline camps, workshops and gatherings
• Network with colleagues from all over the world (Random Coffee Program)