Customer Success Manager, Shackle
Hotel guest journey app
Job no longer available
Hotel guest journey app
21-100 employees
Job no longer available
21-100 employees
Company mission
To be the only hotel app you’ll ever need, from the moment you check-in to the time you check out.
Role
Who you are
- 2-3 years experience in Customer Success or similar customer centric role
- Hospitality knowledge or experience is preferable
- Experience of building strong and valued relationships
- Ability to deliver customised presentations and demonstrations
- Excellent organisational, presentation and communication skills
- Eagerness to learn more technical skills and grow within a fast paced environment
What the job involves
- Actively manage and nurture relationships with your assigned customers
- Conduct account meetings to communicate best practices, and develop strategy to further drive success
- Plan and conduct on-boarding and training for new and existing customers, working to ensure optimal success
- Proactively collect feedback and effectively share this with key stakeholders to assist with informing product development
- Act as the voice of your customers amongst internal stakeholders
- Strategise cross functionally to identify opportunities to drive business results, generate revenue and optimise the success and growth of Shackle
- Deliver and create client presentations, including QBRs with ability to capture value through data insights
- Analyse data to identify trends and opportunities to improve usage
Salary benchmarks
Our take
For a hotel stayer, it’s abundantly clear that customer service and care should be the utmost priority for staff, as that’s what the hotel experience is. It’s generally accepted that check-in/out is always a bit long-winded, and room mess-ups can occur on top of many other things during hotel stays. Shackle has stepped onto the scene with its “hotel app” which digitises the entire guest experience.
Some might find reducing touch points a bit of a shame given that traditional interactions with hotel staff are all part of the experience. But the advantages seem clear - the app contains features from automatic check-in/out to keyless room entry and room service options, streamlining the entire stay.
It’s clear the application and service are well made and trusted by leading hotels already. And with a round of funding, the company wishes to continue to advance its solution and double the number of partners. Considering the app is still fairly new and being rolled out within partnered hotels, it will be interesting to hear the customer experience feedback and gauge how the company will look to scale.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Sep 2023
$14.7m
SERIES A
Jul 2022
$5.5m
SEED
Total funding: $20.6m
Company HQ
Vauxhall, London, UK
Leadership
Mark Abraham
(Founder & CEO)Began their career as a Hotel Manager Trainee NH Hotel Group. Has since been the Director of The Nth Degree Global, CEO & Founder of Black Pearl Partners and is on the Under 30s Committee at The Ned.
James Molloy
(COO)Founding member of Bird in EMEA & APAC, where they launched ops, partnerships and sales. Previously led partnerships and finance for Uber in Europe.
Share this job