Hotel Engine is a Denver-based travel tech company on a mission to radically simplify trip management for businesses. We're not a cumbersome travel management company, nor an online price aggregator. We're a powerful network that brings hotels and businesses together. Our members save time, money and effort in managing their lodging programs, and our partners get access to loyal, high-value business travelers. It's a true win-win. Following a 2021 series B funding round at a $1.3 billion valuation, we achieved remarkable growth in 2023. We expect 2024 to be our best year yet.
Across our organization, we're powered by exceptional talent. From our large Engineering and Product teams to Sales, Supplier Relations, Member Support, Data, Marketing and Operations, our team is forward-thinking, data-driven and customer-obsessed. We're also a lot of fun — one of the many reasons we were named a Best Place to Work by Built In Colorado for the past four consecutive years.
We value our individuality, and we also understand that together, we thrive. Most importantly, we know we're not for everyone! Complacency doesn't live here. We're focused on finding the right people who are energized by our culture and bring diverse experiences and backgrounds that will help us unlock our full potential. Click here to view our DNA, and if you like what you see, please read on!
As a Hotel Engine Success Associate, you will be a key player responsible for helping ensure our highest tier customer base realize the full potential of our product by supporting our Account Management Team in efforts to accelerate client spend, increase speed to adoption, and retain revenue.
In this role, you will be working directly with our Strategic Account Management Team and responsible for the tactical internal and external duties that will allow the account managers to focus on executing plans to expand and retain accounts. This role is ideal for those looking to advance their careers in customer support and account management.
Here's what you'll do:

Become a subject matter expert in the Hotel Engine platform and internal Hotel Engine channels in order to provide best in class service to to our highest spend clients

Implementation/Onboarding

Account configuration

User training and management

Customer support

Work collaboratively with cross-functional teams such as member support, sales enablement, and accounting as you partner with the account management team in

Member Support case/issue escalations

Marketing/communication efforts to clients

Billing resolution

Support Account Managers in key meetings like kickoffs and QBRs by

• Driving meeting attendance
• Creating reporting/analytics
• Highlighting product enhancements
• Summarizing meetings
• Meet and exceed daily KPIs and SLAs as it relates to client support
• Inbound and outbound calls
• Email
• Text/chat response rates and times
• CRM (salesforce) updates/hygiene
• Case resolution time
• CSAT

Here's what we're looking for:

• Team oriented with a passion for customer success
• Self-starter with an entrepreneurial spirit, takes initiative and adapts to changing demands
• Ability to support both external and internal stakeholders in a fast paced environment
• Bring a positive attitude and energy to work every day. 
• Experience with Salesforce, Slack, Outreach, Gong or similar technologies
• Strong organizational skills

Compensation:
The OTE for this role $65,000-$80,000. Final offer amounts are determined by multiple factors, including prior experience, expertise & may vary from the amount above.
Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than day-to-day responsibilities. Hotel Engine has been recognized on Built-in Colorado's Best Places to Work list 3 years in a row (2020-2022) for our positive culture and robust growth opportunities.
As a company, we're also dedicated to giving back to our greater community, and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causes. In addition to a collaborative, high-performing team environment, we're pleased to offer benefits including:

• Competitive compensation
• Stock options for all associates performance-based stock options
• Insurance benefits including medical coverage (with a plan available at no cost to employees) 100% paid dental and vision insurance
• 401(k) plan with a match program
• Unlimited PTO 2 paid days each year to volunteer with your favorite non-profit
• Paid parental leave and family medical leave
• Hotel discounts through our exclusive platform
• The ability to make a real impact in an incredibly fast-growing organization; you'll never be just another cog in the wheel.