Description
COMPANY OVERVIEW:
Inhaven is an innovative B2B e-commerce platform specifically designed for the vacation rental industry. We provide a comprehensive home furnishings procurement solution that empowers property owners, managers, and service providers to streamline their operations, maximize revenue, and deliver exceptional guest experiences. As a startup, we are committed to revolutionizing the vacation rental industry by leveraging cutting-edge technology and providing unparalleled customer support.
Our mission is to empower small and medium-sized businesses with simple solutions that save their most precious resource: time.
POSITION SUMMARY:
As a Business Development & Customer Success Associate at Inhaven, you will play a crucial role in ensuring the success and satisfaction of our clients. You will be responsible for sourcing and building strong relationships with prospective and current customers, understanding their unique needs, and proactively addressing any challenges they may face. Your primary goal will be to ensure that our customers achieve their business objectives through the effective utilization of our platform.
RESPONSIBILITIES:
- Customer Acquisition: Support Head of Business Development on strategic customer acquisition initiatives including customer outreach, conference attendance and timely follow-up.
- Onboarding and Implementation: Guide new clients through the onboarding process, including account setup and configuration, ensuring a smooth transition to our platform. Partner with vendors to send product samples to clients for their review. Track samples, delivery status and gather client feedback.
- Relationship Management: Develop and maintain strong relationships with our clients, serving as their primary point of contact for support, training, and product-related inquiries.
- Account Management: Understand our clients' business objectives and proactively provide recommendations and strategies to maximize their ROI and drive long-term success.
- Product Expertise: Develop a deep understanding of Inhaven's platform, features, curated assortment and capabilities to effectively address customer questions, provide training, and troubleshoot technical issues.
- Customer Training: Conduct webinars, training sessions, and workshops to educate clients on best practices, new features, and industry trends to help them optimize their use of our platform.
- Customer Feedback: Act as the voice of the customer within the organization, gathering feedback and insights to help improve our products, services, and overall customer experience.
- Issue Resolution: Investigate and resolve customer concerns, issues, or escalations promptly, collaborating with cross-functional teams and vendor partners to ensure timely resolution.
- Customer Success Metrics: Monitor and track customer success metrics, such as customer satisfaction, product adoption, and repeat purchase rates, and take proactive measures to drive positive outcomes.
- Documentation and Reporting: Maintain accurate records of customer interactions, feedback, and samples, and generate reports to share insights and trends with the team.
QUALIFICATIONS:
- Bachelor's degree or equivalent.
- Previous experience in a customer-facing role, such as customer success, account management, or customer support, preferably in a B2B SaaS or e-commerce environment.
- Excellent communication skills, both written and verbal, with the ability to articulate complex ideas in a clear and concise manner.
- Strong interpersonal skills and ability to build rapport with diverse stakeholders, including property owners, managers, service providers, and vendors.
- A passion for delivering exceptional customer experiences and a genuine interest in understanding customers' unique business needs.
- Detail-oriented mindset with excellent problem-solving and analytical skills.
- Tech-savvy and quick to learn new software platforms and tools.
- Self-motivated and results-oriented, with the ability to work independently and collaborate effectively within a team.
- Vacation rental industry experience required and e-commerce platforms is a plus.
- Ability to travel 15% of the time for trade shows and client meetings
COMPENSATION & BENEFITS:
Annual Salary: $50,000 base with an OTE $75,000
Bonus: Total comp up to $75,000, which includes sales commissions.
Benefits:
- Paid time off, such as PTO, sick days, and vacation days
- Health insurance
- Dental insurance
- Vision insurance
- Telecommuting options
- Additional 15% discount when shopping on Inhaven.com
Schedule: Available during business hours with the flexibility to attend PR and networking events.