Full-Time Customer Success Lead

We are hiring at Now Book It for a Customer Success Lead-AI to join our rapidly growing hospitality reservations platform, where you will provide our clients with an exceptional customer experience!

The Customer Success Lead-AI will play a pivotal role in the growth of Now Book It by ensuring that all AI-powered customers are successfully onboarded, supported, and empowered to make the most of our platform. You will be responsible for the end-to-end customer journey, from onboarding to ongoing support, focusing on maximizing the value our clients receive from our AI solutions.

You will serve as the primary point of contact for all AI customers, guiding them through the implementation process, providing training, and offering continued support. This is a position with flexible hours. We offer a competitive salary, benefits, and opportunities for growth within the company. If you are a motivated self-starter with the skills and experience, we seek, please submit your resume and cover letter for consideration.

What your day will look like:

AI Customer Onboarding and Implementation

• Lead the onboarding process for all AI customers, ensuring smooth implementation of the Now Book It platform and providing personalized training on the use of AI features

Ongoing Support and Success Management

• Serve as the main point of contact for all AI customers, addressing their needs, resolving issues, and offering guidance to ensure they gain maximum value from the platform

Customer Training and Education

• Develop and deliver customized training sessions and materials to ensure clients understand how to fully leverage the AI capabilities within the platform

Customer Relationship Management

• Build strong, lasting relationships with restaurant partners, becoming their trusted advisor and ensuring they are fully supported throughout their journey with Now Book It

Proactive AI Solution Adoption

• Analyze customer usage data and provide recommendations for optimizing the use of AI features to drive client success and operational efficiency

Customer Feedback and Product Improvement

• Gather and communicate customer feedback to internal teams (product, engineering, etc.) to help improve the platform’s AI capabilities and address client needs

Client Retention and Growth

• Focus on customer satisfaction and retention, ensuring that customers continue to see the value in Now Book It’s AI platform and expand their usage over time

About You:

• Proven experience in Customer Success or Account Management, ideally in an AI or SaaS environment
• Excellent communication and interpersonal skills in English, both verbal and written is essential
• Gritty, autonomous, self-motivated, and hard worker who thrives in a fast-paced environment
• Ability to provide exceptional customer service and experience with a friendly and professional demeanor
• Intermediary-level technical knowledge and proficiency with computer systems and software
• Ability to troubleshoot technical issues and work collaboratively with technical teams to resolve them
• A Bachelor's degree in Computer Science or a similar related discipline is advantageous 
• Exceptional problem-solving skills with a proactive mindset
• Flexibility and adaptability to navigate through changing priorities
• Detail-oriented with strong organizational skills
• Ability to work independently and manage multiple tasks simultaneously in a fast-paced, always-evolving environment
• Experience in the hospitality, restaurant, or tech industry is a plus
• Legally authorized to work in Australia