Customer Success Manager, EMEA

Who we are
We are a female-founded scale-up, currently made up of around 100 AltoVitians. Our fully-remote team hails from 26 different countries and collectively speaks 29 languages. Most of the time, it is our differences that are celebrated (whether they are in cultures, personalities, preferences or passions). However, despite those differences, there are a few principal attributes that we share which define an AltoVitian. AltoVitians are tenacious, humble, and thoughtful. Being humble is important because it enables us to keep learning every day, and tenacity is necessary because in a high performing environment as fast-paced as AltoVita, taking it slow is simply not an option!

Today is a particularly exciting time to join our team, we closed our Series A financing round in late 2022 and will be starting the Series B rounds in the coming year. This next chapter won’t always be a smooth ride, but it will be filled with innovation, excitement and opportunities, so if you are ready for the challenge (and the fun!) of growing with us, we would love to hear from you.

What we do

AltoVita is a multi-award winning accommodation platform that enables enterprises to consolidate accommodation programmes through the power of proprietary technology paired with a human centric approach.

AltoVita’s unique offering sets us apart in the market, providing a network of 10 million+ verified and vetted properties are all duty of care compliant, backed by a four-tier quality control process; located in over 35,000 cities & 165 countries world-wide. With our award-winning enterprise software and human-centric approach, we deliver smart and sustainable solutions to global talent mobility & business travel managers worldwide.

Our Client Development team plays a vital role as trusted advisors and partners to our clients. Embodying our consultative philosophy, this dedicated team proactively shares new market insights, analyzes data, and empowers our clients with the tools and knowledge to make informed decisions, ensuring our clients are always equipped to make the best choices for their corporate housing needs.

AltoVita’s technology provides a cloud-based bridge between the highly fragmented property distribution system and multinational Global 2000 companies. A proprietary two-way API integration with a standardised sourcing process reduces the legacy, inefficient 48-to-72-hour bidding process down to a few minutes, saving valuable time and money.

Corporate clients love the bespoke user interface seamlessly configured to their mobility policies, and employees enjoy a greater sense of choice and support in their relocation journey.

Role Description

• Customer Development & Interaction:

  • Deliver strategic account management to enterprise clients and relocation management partners across EMEA.

  • Support in devising consultative approaches as per client needs and requirements (i.e. focus on technology, cost-savings, workflow/experience optimisation).

  • Achieve high client satisfaction rates (i.e. high client proprietary evaluations, positive client-evaluations, and increased NPS scores)

  • Represent AltoVita at industry and client events across EMEA.

  • Collect and analyse client performance data and present key findings to clients during monthly reporting & QBR sessions.

  • Proactively contribute to strategic design of best-in class innovative solutions for clients.

  • Contribute to clients’ full adoption of our technology and product.

  • Maintain proactive, transparent, and solutions-oriented communication with clients at all times, particularly during critical issues, escalations, or service-impacting events.

  • Ensure all client communications regarding timelines, deliverables, incidents, and resolutions are strictly aligned with contractual SLA commitments and internal operational standards.

  • Drive internal cross-functional alignment to ensure commitments communicated externally are realistic, achievable, and consistently delivered (Sales, Product, Hospitality Growth, Customer Success, Finance).

• Lead Generation:

  • Support inbound sales & share of wallet growth.

  • Assist with onboarding of new clients in EMEA.

  • Organise frequent in-person visits to client's offices and meet with key stakeholders across all levels.

  • Understand and proactively look for opportunities & ability to support clients globally.

Requirements

• 5+ years of experience in corporate housing, global mobility or relocation is a must.

• Proven track record in the corporate accommodation industry (serviced apartments, hospitality, corporate agency, corporate housing among others)

• Self-motivated, hardworking account/customer success manager with proven success in managing global mobility & RMC clients.

• Fast learner, problem solver.

• Frequent travel is required for this position.

• Consistent and proactive communication is a core requirement of this role. All stakeholders, including clients, partners, leadership, and cross-functional teams, are expected to receive timely updates, clear ownership, and responsive follow-through at all times.

Ways of Working

AltoVita is a fully remote team. Although we have regular touch-points throughout the week, organise off-sites in several locations, trust is essential for us to work effectively as a team. Our founders empower us to make decisions autonomously, and in turn expect that we also empower our direct reports.

Join our Team

AltoVita is the sum of every member of the team. We know that a strong team is a diverse team, and are therefore committed to being an equal opportunity employer, so please bring all of yourself to the interviews and most importantly to our team.

Becoming an AltoVitian means you will benefit from:

• A team that will always put you first

• Incredible opportunities for growth and career advancement

• A fully-remote working environment

• Wellness benefits and a wellness budget, which can be spent on a range of options including gym memberships, home meal delivery services, mindfulness applications, and many more

• A work-from-home allowance to get your home-office set up

• A generous vacation package so you can recharge or explore