ThinkReservations

Account Executive

• Act as a point of contact for potential clients.
• Quote and negotiate prices and/or terms of sales or service agreements and prepare and submit sales contracts for orders.
• Manage all assigned Qualified Deals in the Qualified Deals Pipeline including maintaining potential customer records, using automated systems.
• Organize and lead meetings to identify potential clients’ needs and pain points and discuss how specific products or services we offer can meet those needs.
• Emphasize product features based on analyses of customers' needs and on technical knowledge of product capabilities and limitations.
• Prepare sales presentations and proposals, lead educational webinars, craft emails, and conduct engaging phone conversations to demonstrate the value of ThinkReservations.
• Resolve problems and potential customer objections in a timely manner.
• Identify and qualify prospective customers using personal professional relationships within the lodging industry, business directories, leads from existing clients, participation in organizations, or in-person events.
• Ensure speedy communication to reduce the time spent in the sales process.
• Stay up-to-date with new features and product launches.
• Attend sales or trade meetings or read related publications to obtain information about market conditions, business trends, regulations, or industry developments.
• Collaborate closely with team members and directors on strategic and innovative sales approaches.
• Work directly with the Director of Sales to support the acquisition of new accounts.
• Ensure the successful flow of the sales cycle by maintaining accurate activity and deal information in our CRM with a high level of detail.
• Monitor and complete expense reports, sales performance reports, or other paperwork.

Sales Account Executive

Onboarding Specialist

• Coordinate and manage the onboarding experience for all ThinkReservations products & services for new and returning clients to ensure smooth adoption of our products and services.
• Complete configuration of client accounts based on their individual needs.
• Collaborate with the sales, operations, and engineering teams to ensure configuration deadlines are met in a timely manner.
• Work closely with Customer Success Managers, Sales, and Support teams to ensure a smooth transition through the customer journey and identify opportunities for continued customer engagement.
• Conduct remote training sessions with new clients and their staff.
• Occasional in-person training may be required which may require overnight travel (approximately 1 to 3 weeks of the year, typically within the United States)
• Identify and offer opportunities to expand client feature adoption.
• Address and overcome clients’ unique product concerns during the Onboarding process.
• Analyze training needs to recommend improvements to client training programs.
• Maintain detailed records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Stay up-to-date with product updates, new features, and industry trends to provide the best possible customer support and guidance
• Collect customer feedback on onboarding experiences and work with cross-functional teams to improve processes and resources for future customers.
• Learn and master new features, products, services & onboarding processes as they are introduced.
• Assist Manager of Customer Success with other duties as assigned
• Act as the On-Call representative for after-hours customer support approximately 4 weeks per year.

Customer Success Onboarding Specialist

Customer Support

• Support our clients via telephone, email, and online chat, to assist clients with queries, concerns, feedback, and issues in a warm, courteous, and professional manner.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Identify and employ the most efficient way to resolve concerns within set SLAs.
• Ensure that appropriate changes are made to resolve customers' problems.
• Deescalate challenging situations and interactions to defuse situations to best help the client find a resolution or the best path forward.
• Set and maintain appropriate expectations and provide a consistent experience for clients that align with our support and services offered.
• Ensure customer satisfaction with our products, services, support, and facilitate consistent positive interactions with our clients and partners.
• Prioritize urgent and time-sensitive issues and collaborate with internal teams to resolve the situation to the client’s satisfaction within set SLAs.
• Assist clients with connecting integrations offered through our product.
• Assist clients with connecting 3rd party systems to our Channel Manager.
• Troubleshoot and help find resolutions with issues related to our products, services, and integrations.
• Stay updated and knowledgeable on our products and services.
• Manage administrative components of client accounts such as, but not limited to, updating client records and recording accurate and detailed notes.
• Maintain favorable metrics in handling tickets, calls, and customer satisfaction.

Sales Account Executive

Customer Success Onboarding Specialist

Customer Support Representative