At Kalibri Labs, we are helping to redefine and rebuild the way performance metrics are viewed in the hotel industry. We are looking for passionate, energetic, and hardworking people with an entrepreneurial spirit, who dream big and challenge the status quo. We are working on cutting-edge solutions for the industry as they navigate the recovery process. We are using our big data coupled with machine learning and AI to help highlight the path forward. Kalibri Labs is growing, so if you're ready to make a difference and utilize your talents across a groundbreaking organization, please keep reading!

Kalibri Labs, a SAAS start-up in the hospitality industry, is looking for a Customer Success Specialist. This position will work with a variety of the teams at Kalibri Labs, including Client Engagement, Sales & Marketing, and Fulfillment. The Customer Success Specialist will be responsible for assisting with support requests from customers, developing & maintaining training materials for hotel clients, assisting with ad-hoc analysis, and supporting the client engagement team. 

*This position is fully remote. 

RESPONSIBILITIES:

• Client Support Email/Ticket Monitoring and Response: Provide training materials and support for clients using all products. Troubleshoot any client issues and triage with the internal team as appropriate.
• Client On-Boarding and Training: Assisting the Client Engagement Team with preparation for the onboarding and training of clients across all product types. Including configuration of onboarding information such as salesforce items, backend set up in Kalibri Labs product, and weekly internal reporting of onboarding status. 
• Weekly Internal Reporting: Provide critical KPI updates to internal constituents related to Customer Health scoring and fulfillment activities.
• Assist with Ad-hoc Analysis and Reporting: Assist the Kalibri Labs team with ad hoc analyses when needed for client visits, industry meetings, and annual report publications. Additionally, perform on-going reporting for enterprise clients.
• Ad-hoc Fulfillment: Assist the Client Engagement and Sales team with fulfilling customer requests, including supporting the sales team on custom data solutions for customers. 
• Assist in day-to-day account management: Participate in client facing meetings as a subject matter expert around the metrics and deliverables provided by Kalibri Labs to clients. Assist the Revenue Strategy team with ongoing support and engagement activities.

REQUIRED SKILLS:

• Intermediate proficiency in Microsoft Excel (advanced formulas, advanced graphing, and pivot table knowledge). Candidates will be required to take an Excel assessment.
• Proficiency with Microsoft Word and PowerPoint.
• Bachelor's degree preferred
• Desire to work in a dynamic environment for a growing hospitality SaaS company.
• Excellent problem solving and analytical ability.
• Excellent attention to detail and organization skills.
• Excellent verbal and written communication skills
• Ability to be flexible and multi-task.

BONUS POINTS FOR PRIOR KNOWLEDGE OR INTEREST IN:

• Business intelligence tools (Tableau, Looker)
• Project management tools (JIRA, Salesforce).

COMPANY BENEFITS

• We cover 75% of the cost of medical insurance premiums for employees & their dependents with three medical plans through Blue Cross, Blue Shield.
• We cover 75% of the cost of dental and vision insurance premiums for employees & their dependents.
• We provide a 50% 401k match of the first 6% of the employee's contribution (for a max of 3%). 
• We also provide $50,000 of life insurance and an Employee Assistance Program.
• All new hires receive a $250 stipend to help them set up their home office.
• This position is eligible to participate in company bonus program.