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Client Success Specialist – Tourism | Immediately Hiring
ITI Digital is hiring a full-time Client Success Specialist – Tourism, acting as the primary account POC for DMO/ Regional DMOs/Parks & Rec clients in our SaaS subscriptions. A destination management background would be valuable in this position, as key responsibilities are to ensure the Destination Marketing Organization’s success in their software subscription and marketing programs with ITI Digital. That relatable experience would be key, besides a deep interest in SaaS and Technology for the Travel Industry!
We will not accept applications without travel and tourism proven experience such as Destination Management Organizations, Parks & Recreation, Regional/State Tourism Boards, or Travel & Leisure SaaS companies/agencies.
Job Responsibilities | Client Success Specialist at ITI Digital
Key responsibilities of a Customer Success Specialist in a SaaS company, focusing on client onboarding and year-long engagement for product adoption. This role reports to the Director of Client Success and often collaborates with implementation specialists, technical support specialists, and other relevant team members in the product or client teams. Specific KPIs for the role will be shared upon hire, with initial goals determined for 30, 60, and 90 days.
Sales <> Customer Handoff | Key Responsibilities:
Ensure systems HubSpot and ClientSuccess are correctly set for ingesting new customers automatically into the respective management cycles, including but not limited to:
- Evaluate and update as needed HubSpot company and deal fields (with team discussion)
- Update and ensure CS.com is set to client management needs and policies, leading the communication and efforts with our representative and technical support at CS.com
- Quarterly analyze our CS.com settings, customer database, and onboarding/adoption cycles for necessary adjustments – we want to maintain a clean and correct database.
Onboarding | Key Responsibilities:
Conducting welcome calls and initial meetings with new customers for all DXP and Virtual Visitor Center clients. This includes, but is not limited to:
- Guiding customers through the product setup process, answering emails and phone calls, and ensuring they complete the necessary milestones of the onboarding cycle.
- Providing product demonstrations and onboarding sessions to ensure users understand key features.
- Collaborating with the customer to establish clear onboarding goals and timelines.
Addressing any initial concerns or issues to ensure a smooth onboarding experience, crossing from sales to customer. - Clarify their package, their delivery expectations, and their level of commitment to the onboarding timeline.
- Verify that the launch happened to best practices and that the technical support team has addressed customer questions. And maintain a high-level view of the onboarding stage for each customer, addressing follow-up as needed with the internal technical support team.
- Provide an end-of-cycle notification to the customer, concluding the Onboarding Cycle as an official email notification and NPS survey delivery.
Subscription-Term Client Engagement and Adoption | Key Responsibilities:
Developing and maintaining strong customer relationships throughout their subscription period as defined in the Adoption Cycles in CS.com.
- Regularly checking in with customers to understand their evolving needs and challenges.
- Providing ongoing product education to help customers maximize the value of the SaaS product.
- Monitoring customer usage and proactively identifying opportunities for increased adoption.
- Offering additional training or resources to address specific customer needs or challenges, such as when we see a change in customer POC.
- Sharing best practices and success stories with customers to inspire and guide their use of the product.
Acting as a liaison between the customer and internal teams, such as product development or support, to address customer feedback.
- Advocating for the customer within the company, ensuring their voice is heard in product development and improvement discussions.
- Collaborate with internal teams to promptly address and resolve customer issues or concerns should they arise during the conversation, support tickets, or be identified by our team as falling outside the regular adoption cycle.
Assessing Risk – Conduct periodic health checks to determine customer satisfaction and product performance.
- During 1-on-1 appointments, verify concerns and sentiment and product adoption of features.
- Implement NPS (Net Promoter Score) Survey campaigns to assess client satisfaction in multiple stages of the subscription.
Managing Renewals – Maintain a 95% client renewal rate for the calendar year January through December, with the following strategies and internal tasks:
- Creating upcoming renewal contracts in Pandadoc (admin support will help)
- Sending contracts for signature; tracking signed documents.
- Addressing customer concerns that could impact renewal regarding subscription plans, contract terms, or invoicing at the direction of the Director of Customer Success.
This position Is ideal for someone who is:
- Dependable — more reliable than spontaneous
- People-oriented — enjoys interacting with people and working on group projects
- Adaptable/flexible — enjoy doing work that requires frequent shifts in direction
- Detail-oriented — would instead focus on the details of work rather than the bigger picture
- Achievement-oriented — enjoys taking on challenges, even if they might fail or have never been implemented before
- Autonomous/Independent — enjoys working with challenges that don’t have a clear solution path yet
- Innovative — prefers working in unconventional ways or on tasks that require creativity.
- High-stress tolerance — thrives in a high-pressure environment of growing SaaS technologies and its required innovation approach.
Change in Responsibilities. ITI Digital reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.
Equal Employment Opportunity Statement. ITI Digital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are focused on building a diverse and inclusive workforce. If you’re excited about this role but do not meet 100% of the above-mentioned qualifications, we encourage you to apply. We do not offer Visa sponsorship or relocation services at this time.
This is a fully remote position to be performed in the US Eastern Timezone 8AM-5PM. Must have reliable access to a computer and internet connection.
Annual Salary Range: $40,000-$50,000/year. This role starts as a contract-to-hire 90-day period, which includes evaluating performance against established Key Performance Indicators (KPIs). Upon 90 days, the position is updated to Full Time/W2 with benefits.