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We are hiring

Customer Success Specialist (80-100%)

Customer Success Specialist (80-100%)

We are hiring

we-are-hiring2

aleno is the first digital assistant for hotels and restaurants, bringing together what belongs together: guests and hosts, personal appreciation and artificial intelligence, experts from hospitality and technology. Our goal is to support outstanding hosts to become even more successful in their business. This is what drives our passion.

Over 2,300 hoteliers, restaurateurs and decision-makers from the hospitality industry rely on aleno's software solution: for more efficiency, better planning and reliable decisions in the areas of business, marketing and operations.

About the job

As a Customer Success Specialist you are responsible for the onboarding, support and holistic consulting of aleno customers. You will advise restaurant chains, hotel restaurants, award-winning fine dining establishments and others on the best possible use of our restaurant management software. While helping to take digitalisation in the hospitality industry to the next level, you will work closely with our sales and product team and gather valuable feedback on our product. 

Work location: this is a hybrid position, split between home office and on-site in Berlin.

What you will be doing

  • train our new customers into aleno professionals who use our software in the best possible way for their restaurant through onboardings
  • respond to customer enquiries in emails, phone calls and web demos to ensure customer satisfaction by providing expert advice on processes and organisation in their restaurant(s)
  • understanding our new customers goals in order to develop a plan with them to achieve
  • collect valuable feedback to improve our product in order to add the greatest possible value for all of our customers
  • actively realise upsell potentials in your consulting and implement them in exchange with our integration partners (e.g. POS, PMS, payment and others)
  • proactively approach customers to ensure their satisfaction and turn them into real aleno promoters
  • actively work in our small team to continuously improve our processes (e.g. creating templates, workflows or training content) and our product

What you bring along

  • 2+ years of experience in a challenging role with direct customer interaction (e.g., Account Management, Customer Support, Customer Success), ideally in a software company and the hospitality industry
  • Experience in the gastronomy and/or hotel industry
  • A technical affinity
  • A positive demeanor and strong customer orientation
  • Strong communication skills (fluent in spoken and written English and German, at least C1 level)
  • Independence, reliability, and good organizational skills are among your strengths, and you have a knack for project management
  • You feel comfortable in a dynamic, fast-paced startup environment and enjoy learning new things
  • Ideally, you have already worked with some of our tools (e.g., HubSpot, JIRA, Slack)

About aleno

aleno was founded in Zurich in 2015 by a team that had experienced first-hand how difficult it can be to run ones own restaurant. aleno is headquartered in Zurich, Switzerland.

Our great team also operates from many other locations such as Berlin, Munich and Wroclaw.We have a dynamic corporate culture with a start-up mentality. We have passionate restaurateurs, sales and tech experts working hand in hand in flat hierarchies. Together, we are shaping the path to a new era of hospitality.

To build a great corporate culture, we have established the following cultural principles:

Customer Obsession

Our customers are at the core of everything we do. Everyone in aleno has a deep understanding of them and their problems. Our business success is determined by how good we are at solving these.

Moving fast

Speed is essential for our success. It’s better to move fast and make mistakes than to move slowly and miss opportunities. We have a strong bias to action and constantly push ourselves to satisfy the customer through early and fast delivery of valuable products.

Openness

We are a hybrid company. Therefore transparency and communication are key. We foster an environment where you can openly share your thoughts and challenge the status quo if needed. We all work to ensure everyone has access to all the information they need.

A positive mindset

We think big and see opportunities where others see difficulties. Together, we believe we are able to solve the most complex challenges.

Acting like owners

We see a problem? We solve it. "That's someone else's problem" simply doesn't exist for us.

Diversity

Different people approach problems differently. We need that. aleno is committed to diversity as well as inclusion. We are an equal opportunity employer and committed to the principles of affirmative action. Qualified applicants will receive consideration for employment without regard to origin, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation.