Customer Success Manager, Ventrata
German Speaker
More information about location
Booking platform for tourism
Be an early applicant
Booking platform for tourism
21-100 employees
Be an early applicant
More information about location
21-100 employees
Company mission
To provide safe, fun, and unforgettable experiences through superior customer service that creates memories and smiles that last a lifetime.
Role
Who you are
- The ideal candidate has previous experience from an account management or project management environment.
- You will be detail-oriented with a can-do attitude and a very flexible and intuitive approach to overall customer experience.
- You should be able to analyse customer feedback and increase customer experience, while keeping profitability at the front of your decision making.
- You should be a mediator with great negotiation skills and capable of going the extra mile for both your colleagues and your customers.
- Do you have previous experience with a ticketing system or SaaS company? Even better…
- Full professional proficiency in English and German
- Proven work experience as a Customer Success Manager, Account Manager, Key Account Manager, Sales Account Manager, Project Manager, or another relevant role
- Professional experience in the ticketing, attractions, or travel industry (e.g., tours, experiences, booking systems, or related services)
- Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organisation, including executive and C-level
- Experience delivering client-focused solutions to customer needs
- Proven ability to juggle multiple account projects at a time, while maintaining sharp attention to detail
- Excellent listening, negotiation, and presentation abilities
- Strong verbal and written communication skills
- Driven and detail-oriented, self-motivated, enthusiastic, and with a can-do attitude
- Experience from the SaaS environment is a plus
What the job involves
- Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction
- Responsible for annual negotiations with existing customers
- Develop customer relationships that promote retention and loyalty
- Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
- Represent the voice of the customer to provide input into the core product, marketing, and sales process
- Within a short period, you will get to be an experienced user of our product, you should be able to use and explain all the functionalities, be able to investigate issues, and troubleshoot or escalate to the dev team
- Lead the onboarding process and training of new clients
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Clearly communicate progress of weekly/monthly/quarterly initiatives to internal and external stakeholders
- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
- Develop new business with existing clients and/or identify areas of improvement
- Collaborate closely with the sales team on a client handover, once the sales cycle is completed and the onboarding process can be initiated
- Collaborate closely with the Customer Success Team to share best practices and lessons learned, and with Product and Development teams to address reported bugs, and work on new features based on client feedback
- Assist with challenging client requests or issue escalations as needed
- Expedite the resolution of customer problems and complaints to maximise satisfaction
- Create and maintain comprehensive project documentation
Our take
As tourism found its feet again in 2022, Ventrata had already put in the groundwork for its sales, booking, and ticketing platform for tour, activity, and attraction vendors around the world. With a focus on holiday and travel experience companies, Ventrata helps businesses to scale up and find more points of contact with their customer base.
Ventrata is notably still a small company that’s in direct competition with the likes of Skyscanner, Booking.com, and Agoda, all of which have international reach. Ventrata’s USP however, is that it also includes website-building tools and other business scaling tech perks that put the control back in the hands of local companies.
Post-pandemic, the tourism industry is currently projected to reach more than $1000 Billion by 2027, with hotel bookings being the largest contributor. Ventrata’s focus on tours, activities, and attractions indicates its resistance to being drawn to the big prize like other booking agencies and instead nurtures the businesses more beneficial for local economies.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Feb 2018
$0.6m
SEED
Dec 2016
$0.6m
SEED
Total funding: $1.2m
Company benefits
- Unlimited Paid time off
- Flexible hours
- Office snacks & coffee
- Team building and company remote office. Sounds boring? Previous team offsite sessions have been in Spain, South Africa, Italy, France and Portugal
- Dog-friendly office (Brno & Lisbon) 🇪🇺
Company HQ
Westminster, London, UK
Leadership
Oliver Morgan
(Founder & CEO)Founded Ventrata in 2016.
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