Beyond is the global leader in revenue management, helping hosts and property managers unlock new ways to generate the most revenue with their vacation rentals. Since pioneering dynamic pricing for the vacation rental market a decade ago, Beyond has supported millions of listings globally and helped customers increase their annual revenue by an average of 40%. Our unparalleled access to, and analysis of, real-time data for the vacation rental industry powers our ability to drive revenue, maximize profitability and save time for hosts and property managers around the world.

It's with that in mind that Beyond is looking to add a Customer Success Associate to our growing team. Working in the EST time zone and reporting to the Senior Manager of Global Support you will have the opportunity to help support our internal teams and accelerate our growth. We believe in bringing your whole self to work. We are committed to building a diverse team and embracing an inclusive culture. If you are looking to get in on the ground floor of a high-growth startup and be a part of a founding team, we’re excited to chat with you.

Before reading further...

Beyond is passionate about diversity and cultivating our team’s potential. If you’re hungry for a good opportunity, but don't meet every point in this job description, please apply anyway! 

As our Customer Success Associate, you’ll be responsible for:

• Providing post-implementation support to customers and the internal Customer Success team throughout all phases of the customer lifecycle
• Delivering revenue management analysis & recommendations to customers in our Host and Lighthouse Segments
• Leveraging our Customer Success tool to manage various Customer Tasks & Calls-to-Action
• Handling and managing Custom Reporting requests
• Proactively creating expert customer content (e.g. helpdesk articles, videos, training quizzes) to guide our customers
• Hosting training webinars on revenue management best practices and how to effectively use our tool to increase revenue 
• Monitoring and reporting on the health and risk of accounts
• Collaborating cross-functionally to share and learn from best practices
• Providing training and assistance to customers via Zoom
• Be ready to assist other areas of the business as needed

So what kind of person are we looking for in this role? The person who will be successful in this role will be:

• Curious: By nature, you have a knack for learning the ins-and-outs of software. You have the desire to dive into issues and understand what is going on beneath the surface. You know when something is over your head and are not afraid to ask for help.
• Going Beyond: You love going above and beyond for teammates and customers, and have a drive to identify creative ways to improve the customer experience. You don’t hesitate to suggest new, out-of-the-box ideas.
• Detail-Oriented: You have a unique ability to proactively identify and address all customer concerns and colleague needs with thoroughness and precision. 
• Empathetic: You provide thoughtful communication which is the foundation of strong relationships with the ability to understand customer pain points and a genuine desire to help resolve issues.
• Outgoing: You are enthusiastic and confident in your ability to quickly connect with new people

Now that we’ve told you what the job looks like, here are the qualifications we're looking for in a candidate:

• 2+ years of experience working in Customer Support or Service
• Previous experience and able to work in the EST Time Zone
• experience communicating difficult, technical concepts professionally and thoughtfully
• Experience balancing multiple tasks and customer needs simultaneously. Ability to prioritize your workday independently.
• Ability to handle working in a fast-paced work environment
• Experience working with software or the ability to learn a wide variety of tools
• Clear, concise, and effective written and oral communication skills
• Familiarity with Property Management Systems and/or the vacation rental market preferred
• Advanced Excel knowledge ex. Data matching, Vlookups, etc. 

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

• Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
• Complete a writing assignment
• Interview with our Senior Manager of Global Support for a deeper dive video conversation
• Present an assignment to a panel of interviewers from our Customer Success management team
• Interview with our Senior Director of Host and a member of our Customer Success management team
• Speak with our Chief Technology Officer/Co-founder

Company Values:

We are serious about our core values: We Care, We Are On the Same Team, We Inspire Trust, We Go Beyond, We Ship It, We're Curious. If those resonate with you, and you're ready to work with a team that lives and breathes those values, we want to hear from you. 

Benefits:

Beyond offers a wide variety of benefits like: stock options, unlimited PTO, private health insurance and more! You can learn more about our benefits by visiting our careers site!

We Care about Diversity, Equity and Inclusion:

Beyond is committed to building a workplace that attracts humans of all genders, ethnicities, backgrounds, statuses and lifestyles. At our core, we care about our people and encourage every employee, partner and applicant to share their whole self with us. We are respectful of and empathetic towards different viewpoints, and believe that our ability to help short term rental managers succeed relies on us building a dynamic and diverse team. Whoever you are, you can Belong @ Beyond.

Please review our GDPR Statement here.