Revinate3d ago

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Customer Success Operations Coordinator, APAC

IndiaRemoteFull-timemid

OtherCustomer Success Operations

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Quick Summary

Overview

Company Overview Revinate is a direct booking platform that leads the hospitality industry in driving direct revenue and increased profitability.

Technical Tools

OtherCustomer Success Operations

Revinate is a direct booking platform that leads the hospitality industry in driving direct revenue and increased profitability.

Our products and our people combine to give hoteliers the superpowers they need to crush their goals. With Revinate, hoteliers shift share away from OTAs and drive tangible results across an individual property or a portfolio. Our industry-leading, AI-powered, customer data platform collects, unifies and, synthesizes data giving hoteliers a foundational advantage.

Hoteliers gain critical intelligence – guest lifetime spend, stay preferences, ancillary revenue, and more. With Revinate’s Rich Guest Profile® data points, hoteliers don’t need to guess who their most profitable guests are, or how to drive conversions across email, voice, messaging, and digital channels.

Revinate's direct booking platform and omnichannel communication technology powers 1.1 billion Rich Guest Profiles across 12,500+ hotels to drive over $24 billion in direct revenue.

Be a superhero. Join the mission. Transform the industry.

Role Overview

The Customer Success Operations Coordinator is a critical execution engine for our APAC Customer Success team. In this supportive role, you will act as the operational "right hand" to our Strategic CSMs, removing administrative hurdles and ensuring high-velocity execution across multiple time zones.

You will be a "Superuser" of the Revinate suite, blending data reporting, technical troubleshooting, and project coordination. This role is ideal for someone detail-oriented and process-driven who wants to learn the inner workings of global account management while delivering a "delightful" service experience to our customers.

This is a remote position, but candidates must reside within India based on immediate territory needs.

Operational Excellence: Execute recurring administrative, contract, and billing tasks for Global Accounts with accuracy.

Account Readiness: Lead the seamless implementation and launch of new Guest Feedback accounts within the APAC region.

Data Integrity: Generate and audit complex performance reports that demonstrate Revinate’s value to our largest global stakeholders.

Efficient Resolution: Act as the first point of contact for Level 1 support inquiries, ensuring rapid resolution and high customer satisfaction.

Administrative Management: Manage the lifecycle of Global Account paperwork, including contract amendments, renewals, cancellations, and transfers. As well as supporting the Strategic CSM with administration tasks.

Cross-Functional Coordination: Collaborate with Billing and Sales to resolve payment disputes, credit memo requests, and debt collection inquiries for Global Accounts.

Data & Reporting: Produce and audit recurring performance reports for Strategic CSMs to share during Executive Business Reviews (EBRs).

Alignment: Participate in daily APAC CS stand-ups to ensure regional alignment and track the status of global task requests.

Project Management: Lead the implementation of contracted Revinate products (specifically Guest Feedback) for APAC customers.

Technical Launch: Coordinate with customers and internal technical teams to ensure integrations are completed on time.

Queue Management: Own and respond to Level 1 customer inquiries via Zendesk, maintaining high visibility and responsiveness.

Troubleshooting: Solve non-standard requests and troubleshoot web-related issues (browser settings, email rendering, etc.) before escalating complex bugs to Engineering.

System Integrity: Track and log all customer issues in Salesforce to maintain a "source of truth" for the global team.

Experience: 1–3 years of professional experience in a SaaS environment, preferably in Customer Success, Support, or Operations.

Process Mastery: You thrive in a dynamic environment and are comfortable managing repetitive, process-driven work at a high velocity.

Communication: Professional written and verbal communication skills, with a high degree of sensitivity to cultural expectations across the APAC region.

Technical Savvy: Interest in learning new products quickly; experience with Salesforce, Zendesk, or JIRA is highly preferred.

Detail Orientation: You are highly organized and proactive in following up on tasks to ensure nothing "falls through the cracks."

Hospitality Affinity: Previous experience in hospitality or familiarity with hotel systems (OPERA, roomMaster, etc.) is a significant plus.

Tools & Tech: We empower you with the hardware and training to become a product expert.

Culture: A focus on learning and professional development within a passionate, high-performing team.

Meaningful Work: An opportunity to make a major impact on the hospitality industry by supporting its most influential global brands.

Interview Process

We're excited you're considering a career with Revinate! Our goal is to ensure this is the right opportunity for you, while also determining if you're the right fit for our team. The interview process for this role is designed to be a two-way street, where you'll get to know us just as we get to know you.

- Recruiter Screen - 30 minutes via WhatsApp

- Hiring Manager Interview - 30 minutes via Google Meet

- Interview with Team Members - 45 minutes via Google Meet

- Final Interview with Team Director - 30 minutes via Google Meet

Revinate values the flexibility of a remote workforce and the benefits of localized hiring. We focus on specific cities to foster local communities and enhance team cohesion, allowing employees to collaborate, attend local events, and build a strong sense of community and company culture.

Candidates must be located in the city listed in the job application. Thank you!

Revinate is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complementary.

Important Security Alert

We have been made aware of fraudulent activities involving individuals impersonating our HR team and offering fake job opportunities. Please be vigilant and ensure your safety by verifying all job offers.

For Authentic Opportunities: Only refer to our official careers page on our company website. Your security is our priority. If you encounter any suspicious activity, please report it immediately. Stay safe and secure! You can confirm or inquire with any questions by reaching out to recruiting@revinate.com

AI and Hiring

Please note that interviews at Revinate will be recorded using brighthire.ai. As we continue to build more structure into our interview processes -- the best way to eliminate unconscious bias! We are encouraging our interviewers to focus more on our candidates and the conversation than taking notes. Instead, we can rely on brighthire.ai to do the note taking for us. If you’re uncomfortable with recording your interview, please let us now. We’ll opt you out.

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