Katie Snowden Email & Phone Number

Vancouver, British Columbia, Canada

Customer Facing Responsibilities- Charged with Customer Data Migrations into Event Temple- The primary point of technical escalation for the frontline support team. Works with theEngineering team to resolve any complex technical issues, and close the customer loop- In-app Document creation for accounts being onboarded- Manages training webinars for Event Temple’s existing customer base- As needed, assist in the sales cycle to advise on possible deals and help… Show more Customer Facing Responsibilities- Charged with Customer Data Migrations into Event Temple- The primary point of technical escalation for the frontline support team. Works with theEngineering team to resolve any complex technical issues, and close the customer loop- In-app Document creation for accounts being onboarded- Manages training webinars for Event Temple’s existing customer base- As needed, assist in the sales cycle to advise on possible deals and help architecture workflows- Overflow for inbound Customer Support conversations as needed- Responsible for management of public knowledge base, including general article management and Article Quality Coaching metricsInternal Systems Responsibilities- Responsible for internal training - this includes training new staff, and ongoing training of the company- Responsible for the upkeep of internal learning resources - Product release-related responsibilities - including, but not limited to: Managing Product Release Changelog and QA for major releases (working with the Product Manager)- Manage the ongoing maintenance of everyday systems and makes recommendations to the Head of Customer Success on how to improve those systems.- Manage customer invoice payments and ensures past-due accounts pay with expediency- Liaising with Marketing in regards to customer-facing, product-focused Marketing initiatives Show less

Vancouver, British Columbia, Canada

Customer Success Advisor duties as well as the below Leadership & Project Management responsibilities. -Managing department-wide initiatives, including but not limited to, OKRs and department goals.-Management of Departmental SOPs (maintaining internal Wiki, Slack Channels, etc)-Creation and management of internal education resources for the company as it pertains to Feature releases and general product knowledge.-Managing Customer facing education resources and coaching team… Show more Customer Success Advisor duties as well as the below Leadership & Project Management responsibilities. -Managing department-wide initiatives, including but not limited to, OKRs and department goals.-Management of Departmental SOPs (maintaining internal Wiki, Slack Channels, etc)-Creation and management of internal education resources for the company as it pertains to Feature releases and general product knowledge.-Managing Customer facing education resources and coaching team members on article creation.-Presenting progress on various strategic objectives and general Department of Health to the company during town halls and other company presentations. -Held accountable to core CS KPIs including, but not limited to, Knowledge base article quality index, OKR completion rates-QA of bug fixes & new feature releases-Training & support for new team members Show less

Customer Support-Responding to inbound customer inquiries across various channels including chat, email, and phone. -Diagnosing customer issues, and making recommendations from a technical or business standpoint.-Cataloguing bugs and ensuring that the engineering team has all appropriate reproduction steps to rectify them as efficiently as possible.-Understanding and document customer stories that inform feature requests.-Actively contribute to the knowledge base using a KCS… Show more Customer Support-Responding to inbound customer inquiries across various channels including chat, email, and phone. -Diagnosing customer issues, and making recommendations from a technical or business standpoint.-Cataloguing bugs and ensuring that the engineering team has all appropriate reproduction steps to rectify them as efficiently as possible.-Understanding and document customer stories that inform feature requests.-Actively contribute to the knowledge base using a KCS knowledge taxonomy mindset. Customer Onboarding & Account Management-Conducting pre-booked kick-off calls in conjunction with the Sales team, ensuring new customers are set-up for success.-Responsible for running customer onboarding sessions for all new clients. Ensuring that they are using the system to its fullest capacity.-Scoping & manipulating data, then running imports from various datasets into Event Temple-Checking in with clients at various points in their life-cycle to ensure that they are achieving the goals that they initially set out when adopting the system.Sales Support-Participating in pre-sale calls-Assist with completing RFPs Show less

Vancouver, British Columbia, Canada

Manage internal knowledge base & client support site Provide software support to a wide range of local and international clients Analyse and resolve technical problems using problem-solving skills via email, telephone, livechat and remote desktop connections Document all actions taken in Salesforce Identify and act on unique or recurring customer problems

Fortitude Valley, Queensland, Australia

Train & support team members including but not limited to General Managers, Front Office Managers, and Reservations Manage internal systems including intranet and internal knowledge base Track enquiry (calls, live chat, web traffic), report on bookings to analyse results and provide the Director of Marketing with data and insights Project coordination as required for new systems and changes Manage hotel systems including Property Management System (Roomkey PMS), Booking… Show more Train & support team members including but not limited to General Managers, Front Office Managers, and Reservations Manage internal systems including intranet and internal knowledge base Track enquiry (calls, live chat, web traffic), report on bookings to analyse results and provide the Director of Marketing with data and insights Project coordination as required for new systems and changes Manage hotel systems including Property Management System (Roomkey PMS), Booking Engine & Channel Manager (Synxis/Sabre), Revenue Management Platform (Duetto), CRM platform (Guest Folio / Cendyn), OTA’s Monitor third party channels to ensure price parity is upheld & take action when required Ensure bookings are being processed from online channels accurately and confidently resolve when issues arise Keep online channels up to date with accurate property information, content and imagery, including direct website, OTA’s and Trip Advisor Set up and load business relevant information into systems including new properties/rooms, inventory, rate plans, packages, wholesale & corporate contracts Work with the Director of Marketing, Director of Sales and General Managers to monitor & set pricing through revenue management software Show less

Brisbane, Australia

Provide information & sell accommodation, restaurant and spa experiences for luxury properties in Australia with a high level of personalised service via phone, livechat & email correspondence Drive TREVPOR and other KPIs Convert enquiries whilst maximising revenue by upselling food and beverage packages, spa and experiences. Above mentioned systems coordinator duties

Set up property database & integrations with other software's Initial & ongoing training with staff at properties both remote & in person Create & maintain training and support documentation Liaise with the development team in regards to client enhancement requests Troubleshoot support issues in a prompt & professional manner

Provide information & support to consultants and team leaders with guest enquiries & complaints Correspond with a large number of guests via email & phone with various queries Assist resorts & consultants with manual adjustments on reservations Run & complete daily reports for reservations Provide information & sell accommodation & packages at over 130 properties in Australia & New Zealand via phone & email correspondence

Responsible for outfitting guests with rental equipment and explaining its safe use & making sure that guests experiences are exceptionalCash handling & use of POS systemsAdditional duties, including maintaining and arranging online bookings and group booking, entering & editing stock in database, filing

Vancouver, Canada Area

Generating sales through guest and employee engagement, determining customer needs and recommending customised solutions Ensuring high standards of organization and cleanliness on sales floor, including visual merchandising Cash handling and use of POS systems, Use of multi-line phone, presenting theatre shows in front of large audiences

Ensuring customers immediate service needs are met and identifying further financial services sales opportunities through understanding customers needs Various Clerical duties including ordering stationary supplies for branch, filing, using multi-line phone fax and email, taking minutes for weekly team meetings