You will be a technical Customer Operations Enablement Specialist at SiteMinder, focusing on Intercom optimisation and cross-functional technology delivery. In this role, you will gather requirements, design solutions, and implement automations to scale the capabilities of customer teams globally. Your work will directly contribute to customer satisfaction and digital-first business objectives by leveraging automation, AI, and data-driven insights. **Key Responsibilities:** - Be the subject matter expert for all things Intercom. Collaborate with Customer Teams to ideate, design solutions, build, and optimize workflows and processes in Intercom. - Deliver and optimize programs that leverage AI and automation to enhance operational efficiencies and customer outcomes within Intercom. - Lead the implementation and optimization of projects and programs, driving positive technology and process outcomes in the Customer landscape. - Identify opportunities for evolution and enhancement, working with key stakeholders across the customer teams to deliver continuous improvement. - Engage closely with senior customer leadership to align on strategies and manage cross-functional initiatives. Escalate complex matters or senior stakeholder management tasks to the onshore Sydney team when necessary. - Build relationships with key cross-functional teams across sales and marketing operations, IT, and CRM delivery to ensure alignment across projects and technology. - Track the effectiveness of tools and processes, establish baselines, and maintain performance controls. **Qualifications Required:** - Wide experience in technology-focused Customer Operations role with a deep understanding of operational and technical best practices. - Hands-on experience with customer service platforms, ideally Intercom but similar platforms like Zendesk or Freshdesk would suffice. - Experience with writing custom API calls and scripts, building data connectors between systems, and creating custom webhooks. - Proven track record in a leadership role in technology projects from conception through successful delivery and adoption. - Self-motivated problem-solver with a proactive approach to building operational excellence. - Proven stakeholder management and cross-functional collaboration abilities. If you meet the above qualifications and are excited about shaping the future of customer operations through technology, we encourage you to apply. SiteMinder offers a range of perks and benefits, including a hybrid working model, mental health initiatives, paid birthday, study, and volunteering leave, sponsored social clubs and events, and more. Join us in revolutionizing the way for our customers and be part of our diverse and inclusive culture where your unique self is valued and celebrated. You will be a technical Customer Operations Enablement Specialist at SiteMinder, focusing on Intercom optimisation and cross-functional technology delivery. In this role, you will gather requirements, design solutions, and implement automations to scale the capabilities of customer teams globally. Your work will directly contribute to customer satisfaction and digital-first business objectives by leveraging automation, AI, and data-driven insights. **Key Responsibilities:** - Be the subject matter expert for all things Intercom. Collaborate with Customer Teams to ideate, design solutions, build, and optimize workflows and processes in Intercom. - Deliver and optimize programs that leverage AI and automation to enhance operational efficiencies and customer outcomes within Intercom. - Lead the implementation and optimization of projects and programs, driving positive technology and process outcomes in the Customer landscape. - Identify opportunities for evolution and enhancement, working with key stakeholders across the customer teams to deliver continuous improvement. - Engage closely with senior customer leadership to align on strategies and manage cross-functional initiatives. Escalate complex matters or senior stakeholder management tasks to the onshore Sydney team when necessary. - Build relationships with key cross-functional teams across sales and marketing operations, IT, and CRM delivery to ensure alignment across projects and technology. - Track the effectiveness of tools and processes, establish baselines, and maintain performance controls. **Qualifications Required:** - Wide experience in technology-focused Customer Operations role with a deep understanding of operational and technical best practices. - Hands-on experience with customer service platforms, ideally Intercom but similar platforms like Zendesk or Freshdesk would suffice. - Experience with writing custom API calls and scripts, building data connectors between systems, and creating custom webhooks. - Proven track record in a leadership role in technology projects from conception through successful delivery and adoption. - Self-motivated problem-solver with a proactive approach to buildi
As a Customer Success Manager at SiteMinder, your role will involve leading a team of Customer Success Advisors to deliver exceptional customer experiences and drive business growth. You will play a key role in optimizing customer retention and maximizing customer lifetime value. Here's what you'll be responsible for: - Team Leader & Coach: Guide and mentor a team of Customer Success Advisors, focusing on their professional growth through training, coaching, and performance management. - Retention Strategist: Become an internal Subject Matter Expert (SME) for customer retention and churn. Analyze data, identify trends, and develop data-centric strategies to minimize churn and maximize customer lifetime value. - Key Contributor: Ensure that your team consistently achieves or surpasses key performance indicators (KPIs) related to customer success. - Experience Architect: Collaborate with the Customer Success Advisors to deliver exceptional customer experiences that foster loyalty and advocacy. Identify areas for process improvement and work with the Enablement team to streamline customer journeys and optimize advisor efficiency. - Pipeline Master: Manage the customer success pipeline to ensure strong delivery against forecast. - Optimisation: Develop a deep understanding of how the hotel software is best optimized for customer success. Guide and train a team of customer success advisors to assist customers in optimizing their product experience. Utilize negotiation skills to build out contract negotiation skills within the team. Qualifications required for this role include: - Proven experience managing and motivating customer-facing teams. - Deep understanding of customer success best practices, with a track record of optimizing retention and growth. - Strong coaching skills, with the ability to provide constructive feedback, coach for development, and celebrate successes. - Experience in analyzing customer data to identify trends and develop data-centric strategies. - Excellent communication skills, both written and verbal, to inspire and motivate your team and collaborate effectively with cross-functional teams. At SiteMinder, we offer a range of perks and benefits, including equity packages, a hybrid working model, mental health initiatives, generous parental leave, paid birthday, study, and volunteering leave, sponsored social clubs, team events, and celebrations, Employee Resource Groups (ERG), and investment in personal growth through training opportunities. If you are a passionate leader with a knack for building high-performing teams and exceeding customer expectations, we invite you to join our team. Please send a copy of your resume to be considered for this role. SiteMinder encourages people from underrepresented groups to apply and invites applicants to share their pronouns and any adjustments they may need during the interview process. As a Customer Success Manager at SiteMinder, your role will involve leading a team of Customer Success Advisors to deliver exceptional customer experiences and drive business growth. You will play a key role in optimizing customer retention and maximizing customer lifetime value. Here's what you'll be responsible for: - Team Leader & Coach: Guide and mentor a team of Customer Success Advisors, focusing on their professional growth through training, coaching, and performance management. - Retention Strategist: Become an internal Subject Matter Expert (SME) for customer retention and churn. Analyze data, identify trends, and develop data-centric strategies to minimize churn and maximize customer lifetime value. - Key Contributor: Ensure that your team consistently achieves or surpasses key performance indicators (KPIs) related to customer success. - Experience Architect: Collaborate with the Customer Success Advisors to deliver exceptional customer experiences that foster loyalty and advocacy. Identify areas for process improvement and work with the Enablement team to streamline customer journeys and optimize advisor efficiency. - Pipeline Master: Manage the customer success pipeline to ensure strong delivery against forecast. - Optimisation: Develop a deep understanding of how the hotel software is best optimized for customer success. Guide and train a team of customer success advisors to assist customers in optimizing their product experience. Utilize negotiation skills to build out contract negotiation skills within the team. Qualifications required for this role include: - Proven experience managing and motivating customer-facing teams. - Deep understanding of customer success best practices, with a track record of optimizing retention and growth. - Strong coaching skills, with the ability to provide constructive feedback, coach for development, and celebrate successes. - Experience in analyzing customer data to identify trends and develop data-centric strategies. - Excellent communication skills, both written and verbal, to inspire and motivate your team