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Customer Success Specialist

2 months ago

Bengaluru, India The Experience Co. Full time
About the job
Experience Co. is a an experiential brand that curates & produces some of India’s most happening travel IPs from creative residencies to festivals & adventures for artists, creators, founders, leaders & misfits.
Experience Co. projects are built around 3 things, one - designing and running travel experiences across 20+ countries, nurturing a community of over 5000+ handpicked curated people who have been part of our experiences, and driving life-altering collisions & epiphanies through our experiences & communities.
ExCo is a bootstrapped, profitable company backed by a team that has over 100+ years of cumulative experience in running, creating & producing experiential events across the world from Iceland to Japan and everything in between.
What you'll do?
TLDR; Own the post-sales journey for high-profile clients travelling on our adventures. You'll be accountable for customer success, onboarding, managing high-value customer relationships & work in the business operations team.
The longer version
Travel is core to the Experience Co. business & our members are some of the dynamic professionals & talent in the country. Think Director @ Netflix, Design Lead at Meta, Emmy award winning artists, International Art Project founders and beyond.
As the Customer Success Specialist, you will be responsible for creating a seamless experience for our guests to travel with us, stress-free.
You will get a chance to be an internal champion for our customers by owning the entire after-sales customer journey from onboarding them to the programme, to enabling payments and to providing visa assistance, to collecting NPS and finally converting that feedback to actionable insights for the business, production & marketing teams. You will be in the front-seat to enable founders, creators, leaders & misfits go on life-altering adventures while increasing customer centricity in the organisation.
This is not a sales role, but it does contribute to revenues directly on a day-to-day basis in the organisation.
Key Responsibilities:
Business Operations
Take ownership of the entire customer experience post-sale, ensuring a smooth journey from onboarding to completion.
Get on personalised onboarding calls with high-profile customers to set expectations and provide seamless guidance.
Create documents, decks & communication material to ease post-sales touchpoints
Be a customer champion internally to level up overall customer experience of the brand
Build solid connection & relationships with the clients
Be a single point of contact for customers to connect with incase of any hiccups in their travel journey
Tailor post-sales onboarding and communications to each customer’s unique needs and preferences.
Ensure personalized service and attention to detail that aligns with Experience Co.’s brand ethos.
Identify upsell and cross-sell opportunities through proactive engagement with customers and alignment with their goals.
Escalations
Oversee and manage customer escalations, working closely with the escalation team to resolve issues promptly.
Solve customer friction proactively by cross-collaborating with teams
Profitability
Cross-collaborate with teams internally for maximising profitability
Ensure full attendance for each adventure by providing exceptional customer support, including visa assistance and travel coordination.
Improvement, Reviews & Reporting
Continuously refine and improve internal processes to enhance operational efficiency.
Design and implement strategies to address recurring customer issues, driving long-term solutions.
Elevate customer experience across all touchpoints by gathering insights and implementing improvements.
Take responsibility for key performance metrics, including customer satisfaction (CSAT) scores and other relevant KPIs.
You’d be a great fit if you
Have prior experience in the Travel domain
Are able to hold conversations with others
Can wear a strong brand lens and are relationship driven
Are great at improving processes to reduce churn
Have managed business operations for at least 2 years at a B2C company
Creative thinker & passionate about travel & experience industry
Strong organisational skills and attention to detail
Understand the power of great customer experience to contribute to business growth
Genuinely invested in enabling people to find new experiences and travel the world
You enjoy process and structures.
You like managing people and can retain them.
Have exhibited extreme ownership in the past within your function
Have delivered in dynamic teams and have a knack to get things done
Organisation Structure
This role will report directly to the Chief Business Officer of the company.
About You
Startup Fit You know what you're getting into, and the prospect of joining a small and growing team excites you.
You want ownership over your work and can function independently. You want more responsibility and accountability doesn't scare you. You want to drive impact in your particular area of expertise on the product.
You understand the startup mindset. You are comfortable with uncertainty and remain adaptable in what you do. You seek to build quick iterations and learn fast. You're used to being scrappy and can function in a way that is nimble and resourceful. You seek growth.
You've effectively worked on small and close-knit teams. You're comfortable having little support structure but know what it looks like and feel empowered to build it.
You're motivated by impact and the opportunity to create something new. You care about what you build and want to create with efficiency.
You're user-driven in what you do. You're comfortable and eager to meet customers and want to develop an empathetic understanding of their problems to ensure we're building the right solutions.
Culture fitment
You've effectively worked on small and close-knit teams
You know what you're getting into, and the prospect of joining a small and growing team excites you
You want ownership over your work and can function independently
You want more responsibility and accountability doesn't scare you. You want to drive impact in your particular area of expertise on the product
You are comfortable with uncertainty and remain adaptable in what you do. You seek to build quick iterations and learn fast. You're used to being scrappy and can function in a way that is nimble and resourceful. You seek growth
You're comfortable and eager to meet customers and want to develop an empathetic understanding of their problems to ensure we're building the right solutions.