About Nonius
Nonius provides the most complete Guest Technology solutions portfolio for a contactless Digital Guest Journey. All solutions are built in-house allowing highly integrated and competitive offers. Our technology solutions serve more than 500,000 rooms worldwide – in Hotels of the most renowned international chains and several of the most emblematic and recognized independent hotels. We also bring hospitality technology to other markets such as Outdoor, Apartments, Co-living, Healthcare, Maritime and other Sport and Leisure facilities.
Job Description
We are looking for a Customer Success Assistant to join our dynamic team. In this role, you will enhance guest and patient satisfaction and streamline Clients operations with Nonius' products by supporting clients with on-boarding, integration, and ongoing service support to ensure exceptional guest, patient experiences and business success.
This role requires full-time on-site presence at our office in Maia, Portugal.
Key Responsibilities and Objectives
- Project Deployment
- New client on-boarding and project implementation coordination
- Site instance creation / back-office users creation
- Configuration of integration systems for new clients (connecting Nonius Mobile App platform with PMS, Door Lock, TV System, Telephony, etc.)
- Handle technical communication and test sessions with Clients and 3rd party Vendors (ensuring successful deployment of APP functionalities)
- Mobile APP publishing and updates in the stores (Google and Apple)
- Client Support
- Client tickets handling (Answering support calls, responding to emails, resolving issues, or escalating internally)
- Work with the Customer Success Engineers to resolve malfunctioning connections and system errors
- Follow up and monitor SaaS product sanity alerts (Ensuring system health and stability)
- Product Success
- Contribute to the continued success of Nonius Mobile products in client operations
- Contribute to high levels of guest satisfaction
- Monthly client reporting (Product usage, performance, and return on investment)
- Product demos and Customer training
- Account Management
- Contracts renewal and up-selling longer-term agreements
- Promote up-sell of new functionalities
Must Have
- Degree in Communication, Business Relations or other relevant areas.
- Experience in customer success, product support or client support.
- A passion for technology and digital solutions in the hospitality industry.
- Fluency in English.
- Ability to conduct engaging product presentations and demos.
- Problem-solving mindset with a proactive approach to customer needs.
- Great communication and interpersonal skills.
Nice to Have
- Previous experience in the hospitality industry.
- Proficiency in content management systems or digital signage tools.
- Experience in customer support / call centers.
- Fluency in Spanish or French.
What's great in the job?
- Great team of smart people, in a friendly and open culture
- Real responsibilities and autonomy
- Expand your knowledge of various countries and regions
- Great career opportunity in a fast-evolving Technology company
- Contribute to the greater experience of millions of Travellers around the World!
What We Offer
Perks
A full-time position.
Attractive salary package.
Training
40 hours / year.
Health Insurance
Health insurance provided to all employees.
Eat & Drink
Office with staff kitchen and free beverages.