Customer Success Operations Coordinator, APAC
- Revinate
- Remote India
Job Description
Company Overview
Revinate is a direct booking platform that leads the hospitality industry in driving direct revenue and increased profitability.
Our products and our people combine to give hoteliers the superpowers they need to crush their goals. With Revinate, hoteliers shift share away from OTAs and drive tangible results across an individual property or a portfolio. Our industry-leading, AI-powered, customer data platform collects, unifies and, synthesizes data giving hoteliers a foundational advantage.
Hoteliers gain critical intelligence – guest lifetime spend, stay preferences, ancillary revenue, and more. With Revinate’s Rich Guest Profile® data points, hoteliers don’t need to guess who their most profitable guests are, or how to drive conversions across email, voice, messaging, and digital channels.
Revinate's direct booking platform and omnichannel communication technology powers 1.1 billion Rich Guest Profiles across 12,500+ hotels to drive over $24 billion in direct revenue.
Be a superhero. Join the mission. Transform the industry.
Get Revinate. Get superpowers.
The Customer Success Operations Coordinator is a critical execution engine for our APAC Customer Success team. In this supportive role, you will act as the operational "right hand" to our Strategic CSMs, removing administrative hurdles and ensuring high-velocity execution across multiple time zones.
You will be a "Superuser" of the Revinate suite, blending data reporting, technical troubleshooting, and project coordination. This role is ideal for someone detail-oriented and process-driven who wants to learn the inner workings of global account management while delivering a "delightful" service experience to our customers.
Primary Goals
Operational Excellence: Execute recurring administrative, contract, and billing tasks for Global Accounts with accuracy.
Account Readiness: Lead the seamless implementation and launch of new Guest Feedback accounts within the APAC region.
Data Integrity: Generate and audit complex performance reports that demonstrate Revinate’s value to our largest global stakeholders.
Efficient Resolution: Act as the first point of contact for Level 1 support inquiries, ensuring rapid resolution and high customer satisfaction.
What You Will Do
Global Account & Operations Support
Administrative Management: Manage the lifecycle of Global Account paperwork, including contract amendments, renewals, cancellations, and transfers. As well as supporting the Strategic CSM with administration tasks.
Cross-Functional Coordination: Collaborate with Billing and Sales to resolve payment disputes, credit memo requests, and debt collection inquiries for Global Accounts.
Data & Reporting: Produce and audit recurring performance reports for Strategic CSMs to share during Executive Business Reviews (EBRs).
Alignment: Participate in daily APAC CS stand-ups to ensure regional alignment and track the status of global task requests.
Implementation & Onboarding
Project Management: Lead the implementation of contracted Revinate products (specifically Guest Feedback) for APAC customers.
Technical Launch: Coordinate with customers and internal technical teams to ensure integrations are completed on time.
Level 1 Technical Support
Queue Management: Own and respond to Level 1 customer inquiries via Zendesk, maintaining high visibility and responsiveness.
Troubleshooting: Solve non-standard requests and troubleshoot web-related issues (browser settings, email rendering, etc.) before escalating complex bugs to Engineering.
System Integrity: Track and log all customer issues in Salesforce to maintain a "source of truth" for the global team.
What You Will Bring
Experience: 1–3 years of professional experience in a SaaS environment, preferably in Customer Success, Support, or Operations.
Process Mastery: You thrive in a dynamic environment and are comfortable managing repetitive, process-driven work at a high velocity.
Communication: Professional written and verbal communication skills, with a high degree of sensitivity to cultural expectations across the APAC region.
Technical Savvy: Interest in learning new products quickly; experience with Salesforce, Zendesk, or JIRA is highly preferred.
Detail Orientation: You are highly organized and proactive in following up on tasks to ensure nothing "falls through the cracks."
Hospitality Affinity: Previous experience in hospitality or familiarity with hotel systems (OPERA, roomMaster, etc.) is a significant plus.
What We Can Offer
