RoomRaccoon Hotel Tech

Customer Success Manager

• Serve as the main point of contact for a portfolio of hotel clients throughout the customer lifecycle
• Conduct regular business reviews and create success plans
• Assess product usage, uncover growth opportunities, and align with client goals
• Deliver product training and strategic workshops
• Collaborate with Sales, Implementation, Product, and Support teams
• Own renewal processes and ensure timely, successful contract renewals
• Identify opportunities for tier upgrades and product add-ons such as Payments and RevPlus
• Present and demonstrate product add-ons and new features consultatively
• Track account health, engagement metrics, and usage data
• Monitor customer satisfaction, usage trends, and feedback for churn risks
• Develop and execute proactive retention strategies
• Guide customer conversations toward win-win solutions

Customer Success Manager, German Speaking

• Serve as the main point of contact for a portfolio of hotel clients throughout the customer lifecycle
• Conduct regular business reviews and create success plans to assess product usage, uncover growth opportunities, and align with client goals
• Deliver product training and strategic workshops to help hoteliers optimize operations using RoomRaccoon
• Collaborate with Sales, Implementation, Product, and Support to ensure a seamless customer journey
• Own renewal processes within the account portfolio
• Identify opportunities for tier upgrades and product add-ons such as Payments, RevPlus, and other modules or features
• Present and demo product add-ons and new features in a consultative, value-driven manner
• Track account health, engagement metrics, and usage data to uncover revenue potential
• Monitor customer satisfaction, usage trends, and feedback to detect churn risks
• Develop and execute proactive retention strategies
• Guide customer conversations toward win-win solutions

Customer Success Manager – German Speaking

Account Executive

• Follow up on demonstration requests and other marketing-qualified leads
• Manage the full sales cycle from cold calling to closing deals
• Identify prospect decision-makers and uncover critical business issues
• Stimulate prospect interest
• Schedule demonstrations and track activities
• Ensure a smooth handoff to Implementations upon closing
• Ensure CRM data integrity
• Enrich inbound marketing activities with local market and cultural insights
• Stay current on industry issues, trends, and competitive offerings
• Prospect in-person locally and/or travel when required
• Attend hospitality events
• Help empower independent hotels and transform hospitality operations through RoomRaccoon’s SaaS platform

Account Executive, DACH

• Follow up on demonstration requests and other marketing-qualified leads
• Manage the full sales cycle from cold calling to closing deals
• Identify prospect decision-makers, uncover critical business issues, and stimulate interest
• Schedule demonstrations and track activities
• Ensure a smooth handoff to Implementations upon closing
• Maintain CRM data integrity
• Enrich inbound marketing activities with local market and cultural insights
• Stay current on industry issues, trends, and competitive offerings
• Prospect in person locally and/or travel as required
• Attend hospitality events

Customer Support

• Provide fast and accurate customer support to hoteliers
• Provide professional, personalised responses through all contact channels
• Deliver a high-quality customer experience and anticipate future needs
• Assess queries, escalate to internal teams through defined processes, and follow up to resolution
• Meet daily and weekly engagement metrics for customer satisfaction and retention
• Address dissatisfaction and recover service to retain customers and turn them into promoters
• Identify churn indicators and collaborate with internal teams to prioritise issue resolution
• Manage personal productivity, attendance, and adherence to customer support hours
• Follow RoomRaccoon Standard Operating Procedures
• Create video and written educational content for hoteliers when needed
• Share best practices with peers to improve team performance and productivity
• Support Dutch-speaking clients as part of a global customer service team

Customer Success Manager, German Speaking

Customer Success Manager – German Speaking

Account Executive, DACH

Account Executive, DACH

Customer Support Consultant, Dutch Speaking