About Us:
Alfred is a venture-backed early-stage B2B2C marketplace startup that connects hotels to local merchants in the neighborhood. We provide hotels the tool to better monetize their guests on property and deliver a more comprehensive guest experience without increasing their budget. Local merchants are able to tap into a captive and consistent audience in nearby hotel rooms to bolster outside demand.
Our vision is to turn cities into resorts by connecting guests to the city around them. Through aggregating the guest data, we seek to utilize AI / personalization to anticipate and curate guest needs every time they travel.
A hotel is just a building. Alfred is the experience.
Role Overview: We are seeking a proactive Customer Success Associate to join our team. In this role, you will be responsible for ensuring our hotel partners are effectively onboarded, satisfied, and engaged with our platform. You will work closely with hotel general managers, oversee the implementation of our physical and digital collateral, and ensure a seamless experience for hotel guests. Additionally, you will play a crucial role in providing valuable hotel / guest feedback to our internal teams and influence new product features. This role is a unique opportunity to work closely as one of the early team members of a hypergrowth startup. Ideal candidate will have 2-4 years of background in customer success from an technology startup. Travel / Hospitality industry experience is a bonus.
Key Responsibilities:
Onboarding & Implementation:
- Onboard new hotel partners, ensuring they understand and can effectively use our platform.
- Coordinate the installation of in-room collateral and ensure it is up-to-date and well-maintained.
Relationship Management:
- Serve as the primary point of contact for hotel general managers, regularly touching base to ensure smooth operations.
- Build and maintain strong relationships with hotel staff to foster long-term partnerships.
Guest Experience:
- Monitor and ensure hotel guests have a positive experience using our platform.
- Address and resolve any issues or concerns raised by guests promptly and efficiently.
Sales & Growth:
- Identify opportunities for upselling and cross-selling additional services to hotel partners.
- Collaborate with the sales team to develop strategies for expanding our footprint within existing hotel accounts.
Feedback & Collaboration:
- Communicate hotel needs and feedback to our internal team to influence product development and enhancements.
- Work closely with the product and development teams to prioritize and implement new features based on customer feedback.
Qualifications:
- Bachelor's degree in Business, Hospitality Management, or a related field.
- 2+ years of experience in customer success, account management, or a similar role within the hospitality or tech industry.
- Strong interpersonal and communication skills with the ability to build rapport with diverse stakeholders.
- Proven track record of upselling and cross-selling in a B2B environment.
- Highly organized with excellent time management skills.
- Ability to work independently and as part of a team in a fast-paced startup environment.
- Tech-savvy with a good understanding of hospitality technology solutions.
What We Offer:
- Competitive salary and performance-based bonuses.
- Opportunities for professional growth and development.
- A dynamic and collaborative work environment.
- The chance to be part of an early stage team with repeat founders who have proven experience scaling hypergrowth startups.