Job Description

Hospitality Enterprise Engagement Representative

The Why

As consumers, we have plenty of ways to talk online about the service we have received but we don’t have the same friction-free ways to engage in-the-moment with real people at the businesses we visit. Kipsu provides a new way for businesses and guests to engage through real-time digital channels, transforming what it feels like to give and receive great service.

The What

Kipsu is seeking a driven and positive-minded individual who loves solving problems, working side-by-side with our hospitality brand customers, and is comfortable analyzing and presenting data. You will contribute immediately as a key player on the Enterprise Engagement team.

Your primary duties as an Enterprise Engagement Representative will be:

• Building relationships with hospitality brands by proactively reaching out to them via phone, email, text, video, and/or in-person
• Conducting individual and group business reviews with different hospitality brand stakeholders so they get the most value out of the Kipsu platform
• Leading presentations and providing demos of our solution
• Developing proposals and facilitating agreements
• Handling a multitude of incoming customer questions and requests from different brand stakeholders, and treating everyone like they are our biggest account
• Representing the voice of the customer internally by taking feedback from the frontlines and sharing it with other departments
• Working cross-functionally and being a liaison between other teams at Kipsu and our customers to best support the customers' needs
• Reviewing and analyzing data to provide action-oriented insights to our hospitality brand customers
• Generating weekly / monthly / quarterly / yearly reporting and providing insights for our hospitality brand customers depending on their preferences
• Providing such great service that our customers recommend us to others in their industry
• Working through multiple software platforms such as: Google Apps, Keynote, Slack, Salesforce, RingCentral, Gmelius, and anything else that will help us build great relationships

The Who

You are:

• A high energy, high achieving, emotionally intelligent professional ready to come in every day and get the work done
• Someone who embraces a “growth mindset” and thrives on constantly learning new things, both at Kipsu and outside of work
• Passionate about working in the tech startup space, whether you’re familiar with tech startups or not
• The kind of person who enjoys going deep on a topic and getting to know an industry
• More interested in building a company that will change the world and joining “a cause” rather than punching a clock
• Interested in a tight-knit team that enjoys working and socializing together

Your qualifications include:

• Performs all job responsibilities in alignment with the core values, mission and purpose of the organization
• Adheres to the highest moral and ethical standards to deliver an environment that promotes respect, innovation, diversity, and creativity
• Excellent written and spoken communication skills
• A great attitude and a love for helping others succeed
• Knowing how to utilize teammates and resources to find the best solution to any problem
• Ability to multi-task and work independently under pressure without constant guidance
• Consistently under-promise and over-deliver on any promise we make to a customer
• Unyielding resilience, strong work-ethic, and an innate drive for personal success (a willingness to “roll up your sleeves”)
• Creative thinking and the desire to improve processes and resolve inefficiencies
• Excellent problem-solving skills; if you’re the go-to person in your current team for escalated or difficult issues, that’s a good sign
• A demonstrated capacity to be a team player
• Occasional non-standard business hours, such as nights, weekends, or holidays
• A Bachelor’s degree from a four year university or equivalent work experience
• Previous experience on a Customer Success team or other customer service / guest services / account management team is preferred
• Experience in the service/hospitality industry is a bonus