Outbound Customer Success Manager

Outbound Customer Success

About Us: At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

Booking.com for Business is a dedicated business travel management platform where small and mid-sized companies get the choice, ease, and rewards of Booking.com, plus additional business travel management features and benefits that help companies to go further, faster.

Role Description:

As Outbound Customer Success Manager you are “the representative” of Booking.com for Business for our corporate customers around the globe. On travel events and fairs as well as via the phone, you will contact, attract, connect and inform corporate customers of our product and services. You will share your knowledge, your passion with our customers and teams and convince them that Booking.com for Business is the best fit for them in the corporate travel industry. Your goal is to build up a long-term relationship full of trust and loyalty towards Booking.com for Business. You will become an expert in the Business Travel industry and continuously enrich your knowledge in this area for and with all stakeholders involved. With excellent communication skills and strong service-minded attitude, you are the spin in the web, the ideal connector to bring people together experiencing the world through Booking.com for Business. Your key objective will be owning the customer lifecycle by activating and converting high-value (potential) customers into loyal ambassadors. You will coach, educate and advise them through trainings, webinars, calls and interactive support materials giving them the confidence to be an expert in using our product themselves and spread the word.

Key Job Responsibilities and Duties:

• Initiate, scope and execute customer success strategies and deliverables that contribute to customer activation and conversion targets
• Manage and own a portfolio of new high-value customers to drive adoption and convert new customers into long-term relationships
• Manage, scale and optimize customer channels, ongoing collaborating closely with internal teams like marketing and product, external agencies, providers and partners
• Conduct/utilize research and data analysis to measure effectiveness, identify trends and use insights to drive continuous optimizations when it comes to the customer life cycle and customer success strategies
• Build and support implementation of foundations, such as automations and frameworks, to drive scale and impact customer booking behavior
• Visiting fairs and events to represent B4B values and services hunting new potential high-value customers and broaden the network of B4B customer base

Qualifications & Skills:

• At least 4+ years of experience in B2B Customer Success and Customer Relationship Management with excellent communication skills and customer representation
• Very strong customer relationship management skills and result-driven mindset with a customer-centric attitude (identified customer needs)
• Cross country/global experience (working with target audiences in different languages and countries)
• Experience with CRM systems like Hubspot, Zendesk or other ticket system providers
• Analytical skills, result-driven and very strong in problem-solving strategy thinking
• Fluent in German is desirable

Benefits & Perks - Global Impact, Personal Relevance:

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Diversity, Equity and Inclusion (DEI) at Booking.com:

Diversity, Equity & Inclusion have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

“At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.” Paulo Pisano, Chief People Officer

We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.