Client Service Manager

Exely is a global IT company specialising in online solutions and websites for hotel industry. We help hoteliers increase their direct sales and automate operations. With a client base of over 3500 properties from 56 countries, ranging from small hotels to large resorts, we are committed to delivering exceptional customer service and support. Our distributed team works from 20 countries in APAC and EMEA regions and speaks 35+ languages providing an exceptional possibility to share global exchange experience.

This job in a nut shell

We are currently looking for a person who is willing to manage the portfolio of existing clients in terms of unpaid invoices, retention and upselling/cross-selling. Are you a client-oriented professional who loves to establish long-lasting relationship with clients and be part of an international team of professionals driving the Thailand hospitality industry forward? Apply for the position of Client Service Manager at Exely and let's win the market together!

Responsibilities

1. Work with unpaid invoices

• Support hotels with invoices delivering in time and make sure that 100% of clients get invoices and activity statement documents
• Clean all unpaid invoices with a depth of more than 2 months
• Control test emails for new hotels and guide them with saving accounting Exely emails as trusted
• Make fup calls and emails for getting money in time
  

2. Retention

• Work on retention cases with CSM and Retention team
• Act as point of contact for complaints and escalate issues as appropriate
• Schedule regular meetings with customers to ensure they are satisfied

3. Upsells or cross-sells

• Up-sell or cross-sell services and products
  

4. Additional responsibilities

• Participation in industry events with Business Development team
• Collaborate with internal teams (e.g. sales, support, customer success ) to address customers’ needs.

Requirements

• At least 1 year proven B2B sales experience (account management experience preferably);

• Excellent communication skills required: willingness to make phone calls, ability to handle objections, excellent presentation skills;
• Knowledge and experience with sales techniques is desirable;
• Customer-oriented approach: You can effortlessly establish rapport with customers, comprehend their actual requirements, possess an overwhelming urge to aid, not just sell at any cost;
• You are a problem solver and have cases to prove it;
• Strong self-organization, discipline, and ability to work remotely with a high sense of responsibility;
• Proficiency in Thai as a native language, at an advanced level in English;
• Experience in TravelTech (Online Travel Agency, Channel Manager, Booking Software, and other SaaS products for the hospitality sector) would be highly beneficial;
• Proficiency in CRM and computer software is required.

Benefits

• Competitive salary based on your experience;
• KPI based bonus;
• Prioritising employee wellbeing and providing the necessary facilities for their comfort (medical insurance after probation end, corporate equipment, dedicated onboarding manager);
• You will have a well-structured onboarding and constant support from an experienced manager;
• Clear business objectives, opportunities for growth within the company;
• Scheduling: from Monday to Friday, form 9 AM till 6 PM (Thai time zone);
• The start-up environment is fast-paced and constantly growing, with full support from our established international team;
• English Speaking Club with colleagues from around the world;
• Online&Offline camps, workshops and gatherings;
• Network with colleagues from all over the world (Random Coffee Program).
  

If you’re interested in this position, please send us your CV with a brief self-introduction story and we’ll get back to you shortly.