What are the responsibilities and job description for the Director of Client Services position at Tokeet?
Company Description
Tokeet provides SaaS software and support for the short term vacation rental market. This burgeoning industry is sometimes called Property Management Software (PMS), and it is all about managing the tasks necessary to coordinate bookings on multiple web sites, communicate with guests and work staff, using AI to set prices, and handle virtual paperwork like contracts and invoicing. Tokeet is 100% bootstrapped and profitable... this is your opportunity to join a startup that is already making it.
Role Description
We are looking for an experienced manager who has a strong record of keeping individuals and teams active and optimized in an interrupt-driven, remotely-staffed Client Services workforce. The role is 100% telecommuting, regardless of the situation with COVID. Client Services is responsible for the customer lifecycle, from qualified prospect through long term customer.
The ideal candidate should be willing to learn the system as well as a trained user, but be focused and experienced on managing others, not being an individual contributor. They must have experience in this regard and be able to demonstrate a history of task management and tracking for teams that include remote workers. They should be eager to meet the challenge of establishing a culture of excellence and ability to scale. Experience working internationally is a plus.
Responsibilities
The following responsibilities apply to managing the Customer Support team.
Tokeet provides SaaS software and support for the short term vacation rental market. This burgeoning industry is sometimes called Property Management Software (PMS), and it is all about managing the tasks necessary to coordinate bookings on multiple web sites, communicate with guests and work staff, using AI to set prices, and handle virtual paperwork like contracts and invoicing. Tokeet is 100% bootstrapped and profitable... this is your opportunity to join a startup that is already making it.
Role Description
We are looking for an experienced manager who has a strong record of keeping individuals and teams active and optimized in an interrupt-driven, remotely-staffed Client Services workforce. The role is 100% telecommuting, regardless of the situation with COVID. Client Services is responsible for the customer lifecycle, from qualified prospect through long term customer.
The ideal candidate should be willing to learn the system as well as a trained user, but be focused and experienced on managing others, not being an individual contributor. They must have experience in this regard and be able to demonstrate a history of task management and tracking for teams that include remote workers. They should be eager to meet the challenge of establishing a culture of excellence and ability to scale. Experience working internationally is a plus.
Responsibilities
The following responsibilities apply to managing the Customer Support team.
- Learn the Tokeet suite of products as a user. The core platform technology is four years old and on version 3, which is quite stable and user-friendly. Add-on products vary from three years old to new launches.
- Use Intercom as a primary service and reporting tool. This is a chat-based software that also supports e-mail on the customer end, as well as team metrics and broadcast messaging.
- Facilitate the activity and growth of team members responsible for:
- Helping customers (property managers) understand how to accomplish the tasks giving them trouble.
- Training customers on features they do not yet understand.
- Learning from experienced teammates in America and Asia, smoothing the time transition between the regions.
- Use regular documentation to coordinate work, including completing tasks and raising items that need to be resolved by others.
- Special assignments: Since monitoring a problem queue is an ebb-and-flow source of work, you need to make sure everyone has things they can work on in addition to taking tickets. This includes being an add-on product expert for the team providing user training and support as well as representing the team in product meetings. Some team members have broader areas of responsibility, such as marketing communications and subscription processing.
- Develop a process for regular logging and reporting of new team performance metrics beyond the ones currently supplied by Intercom.
The following responsibilities apply to managing the Customer Success team.
- Actively use Pipedrive as our CRM tool, making sure that all team activities are reflected in the system and can effectively be tracked for progress.
- Personally participate in customer outreach, which serves the purposes of building relationships through listening and responsiveness to their requests regarding account level service and highest product development priorities.
- Develop a process for ensuring open items are followed up and that the fields that should be updated in Pipedrive are being done.
- Participate in the development of success metrics from Pipedrive to create a dashboard for this team.
Experience and Skills
- Managerial focus is essential. You need to make sure the team is following up on established processes and that you can identify team progress accordingly. Be skilled at managing up with your reporting style.
- Have a higher level business sense and be thinking about structural changes and initiatives that can improve the Business.
- Demonstrated understanding of software from basic use cases to fairly deep bug identification. Actual software development skills are a plus.
- High quality written communication skills in English as most conversation both internally and externally is done in writing.
- Derive job satisfaction from ensuring team productivity and building a standard of excellence that can be easily reported.
- Have a "grenade jumping" attitude - be eager to take on the harder problems and identify upgrades to our systems and processes.
- Ability to adapt and connect with people from countries and cultures different from your own.
- Interest in the Travel / Hospitality industry preferred.
- MUST speak English fluently. Additional Languages are a HUGE plus!
- Must be comfortable working on camera with virtual teleconferencing tools. Be comfortable presenting meeting with clients on video as the work dictates.
- This role is 100% telecommuting.
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