Job Description

Organizational Overview:

Yanolja Cloud Solution Pvt. Ltd. (YCS); formerly eZee Technosys, is a global end-to-end hospitality technology provider specializing in solutions for small and medium-sized accommodation businesses. With more than 450+ Team members and 17+ years of experience, YCS currently has 33,000+ customers in over 170 countries, with 50+ supported languages in our software, and a 24/7 support network to match. We have a Local team in 15+ countries including India, Thailand, Indonesia, Philippines, Sri Lanka, South Africa, Tanzania, Uganda, USA, and counting.

Profile Overview:

2+ years of experience in client onboarding, customer support, or account management roles. Strong technical understanding of SaaS platforms and hospitality tech solutions. Skilled in client training, onboarding, and delivering proactive customer service. Proven ability to build and maintain long-term client relationships. Experienced in using CRM tools like HubSpot or Salesforce. Adept at troubleshooting issues and coordinating with technical teams. Excellent communication, analytical, and problem-solving skills. Exposure to the hospitality industry, hotel tech, or OTA companies is a strong advantage.

Job Responsibilities (but not limited to):

Client Onboarding:

Coordinate the onboarding process for new clients, ensuring a smooth and efficient transition onto our platform.

Needs Analysis:

Conduct in-depth needs analysis with clients to understand their requirements and customize solutions accordingly.

Training:

Provide comprehensive training to clients on using our products and services effectively.

Support Services:

Respond to client inquiries promptly and resolve issues to ensure high levels of customer satisfaction.

Relationship Building:

Build strong relationships with clients, becoming a trusted advisor for their ongoing needs.

Product Knowledge:

Maintain an in-depth understanding of our products and services to offer expert advice and support.

Feedback Gathering:

Actively gather client feedback and communicate insights to the product and development teams for continuous improvement.

Troubleshooting:

Troubleshoot technical issues faced by clients and collaborate with the technical team to provide effective solutions.

Documentation:

Maintain accurate records of client interactions, issues, and resolutions in the CRM system.

Top 5 Key Competencies:

Proven ability to communicate effectively and foster positive business relationships. Strong relationship management and interpersonal skills. Analytical mindset to evaluate customer health and engagement metrics. Ability to work collaboratively across support and product teams. Technical proficiency in SaaS solutions and familiarity with CRM tools (e.g., HubSpot, Salesforce).

Requirements:

Bachelor's degree, Technical Degree shall be preferred.

Minimum of 2 years in a customer-facing role, such as customer support, account management, or client onboarding. Strong technical acumen to understand software products and effectively troubleshoot issues. A passion for delivering exceptional customer service and building lasting relationships. Proven ability to identify, analyze, and resolve problems in a timely manner. Ability to work in a dynamic and fast-paced environment, adjusting to changing client needs. Ability to collaborate effectively with cross-functional teams. * Experience working in the hospitality industry, hotel tech companies, and OTA companies is preferred