THIS ROLE HAS BEEN FILLED
Important: We are seeking someone who can work full time in the US Pacific timezone (don't have to be physically in the US, but working hours aligned to that timezone), loves to help people master software, good with people and technology and has the skills below: send us your resumé.
Become a YouLi
Customer Success Account Manager
We are seeking a highly motivated, tech-savvy Customer Success Account Manager to join our dynamic team at a fast-growing Travel/Restech SaaS company.
As a Mid-Level Customer Success Account Manager, you will be responsible for maintaining close relationships with our clients, resolving common (and, with help, uncommon) technical issues, keeping up with frequent product changes, conducting sales demos for prospects in the U.S., onboarding new clients (via Zoom and occasionally in-person), escalating larger issues to YouLi’s product team, and ensuring overall customer happiness & success.
The ideal candidate should possess excellent communication skills (both written & verbal), a solid technical background, training experience, and familiarity with SaaS tools (bonus points if you’ve used: HubSpot, JIRA, Tango, and/or Loom), and expertise in Office365 applications.
A passion for travel isn’t required but makes it more fun!
This is a remote position, with our core team based in Australia and other support team members based in the Americas, offering the flexibility to work from home or an agreed upon location with a solid WiFi connection. However, core hours will likely be 10am-6pm PST (U.S.) but this may be adjusted during the training period to accommodate different time zones.
Salary & Details:
- Hours: 40 hours/week; 10:00am – 6:00pm PST (U.S.) - Flexible for the right candidate
- Pay: US$25 – US$30/hour, commensurate with experience + bonuses
- US$75,000 OTE
- Option to earn commission based on agreed upon KPIs
- Uncapped commissions
- Role Type: This is a contractor role
What you will be doing:
Account Management – 70%
- Maintaining relationships with our clients
- Conducting annual account reviews with Enterprise clients, ensuring they’re getting value from our software and retaining contracts
- Managing account set up and onboarding for YouLi’s Enterprise clients
- Upselling clients to new plans, features, and custom development
- Facilitating a quarterly feature update with our clients (alongside our Head of Product)
- Create online training videos and tutorials to guide customers in utilizing our SaaS product effectively
- Helping our Product Expert handle incoming customer inquiries, troubleshoot technical issues, and provide timely resolutions by effectively communicating technical information to clients in a clear and concise manner
- Outside of Enterprise onboardings, conduct 1:1 onboardings for our PRO, Plus, and Grow clients, training them on using YouLi effectively for their business’ needs
- Drafting comprehensive and user-friendly help articles (using Tango), emails, and Loom videos to assist customers in self-service via https://support.youli.io
- Staying up to date with product updates, new features, and industry trends to provide accurate information to customers.
- Collaborating with the team to identify and address common customer pain points and improve user-experience
- Keeping our CRM, HubSpot, updated following all client interactions
- Continuously striving to exceed customer expectations and ensure customers are able to launch and deliver excellent customer experiences for their travelers
- Identifying customers' needs to route them to the right team (Product or Sales) or the right documentation
- Taking on other projects related to our clients’ success, as needed
- Allocated Sales time each week to focus on outbound sales and building pipeline
- Any other duties and responsibilities assigned or delegated to you from time to time which are within your skills, qualifications and competencies
Sales – 30%
- Timely response to picking up new inbound leads that come in, and moving through the sales funnel. This includes picking up leads of others to keep warm should other team members be on leave or busy
- Conducting live group demos 3 times a week and 1:1 Enterprise demos during U.S. time zone
- Responsibility for achieving agreed quarterly & annual financial targets
- Responsible for using the Sales CRM to capture all sales activities
- Ensuring all tasks are up to date/deals in correct stages with accurate close dates in CRM so that Head of Sales can accurately report forecasting to leadership team
- Accountability for customer communication and satisfaction, including ensuring that contractual service expectations are exceeded
- Ensuring compliance with company policies and procedures of sales team
- Support YouLi’s Head of Sales to ensure the sales process is documented in the form of Documents and CRM Templates & Snippets
- Work with the whole team to constantly improve our marketing, sales and onboarding processes
THE IDEAL CANDIDATE WILL HAVE:
- A Bachelor's degree; or equivalent real-world experience
- Sales or travel industry experience is a plus (double-kudos if you have both!)
- Strong problem-solving skills and the ability to think critically under pressure
- 6+ years of experience in customer success or account management, preferably in a SaaS environment
- Strong technical aptitude with a deep understanding of Office365 applications and other common business software
- Demonstrated proficiency in troubleshooting technical issues and providing efficient solutions
- Excellent verbal and written communication skills with a customer-focused approach
- Social media savvy with experience in managing customer inquiries on platforms like Twitter, Facebook, and LinkedIn.
- Ability to work independently, prioritize tasks, and meet deadlines in a remote work environment
- Experience in creating help articles, FAQs, and online training materials
- Training or teaching experience in a volunteer or work environment
- Familiarity with HubSpot (or another CRM), Microsoft365, Canva, Loom (or similar recording tools) and JIRA (or similar ticketing system) or a willingness to quickly learn these platforms
Who are we?
YouLi is the platform that empowers every community to create a better world through transformational travel experiences. YouLi brings the joy to travel planning by enabling amazing online customer experiences that lead to enhanced real world travel experiences.
The values that drive us:
Diversity and Inclusivity
Driven to Learn
Customer Connection
Accessible Software
Learn more about our team here
To apply
- We offer a remote work environment, flexible schedule, and the opportunity to work with a passionate and innovative team. If you are a proactive problem-solver with excellent attention to detail, we invite you to apply for this exciting role!
- Important: Do not use ChatGPT to apply. We want authenticity, we want you to tell us why you're the right fit.
- Send your resume or C.V. to support@youli.team
Hiring Process
- Resume / CV review
- Short introduction video recording
- 20-min phone screening
- 1st Interview
- Performance Exercise
- Final Interview
- Reference Checks
- Offer
