Client Engagement Specialist (11am - 8pm)

HYBRID

Who we are: Groups360 is a booking engine for meeting space founded in 2014 by former Gaylord Entertainment executives Dave Kloeppel and Kemp Gallineau. Groups360 was created with a singular goal — to empower meeting planners by bringing innovation, transparency, and simplicity to the decades-old problem of booking groups. The company’s technology, GroupSyncTM, enables suppliers to distribute inventory, engage with planners, and optimize group revenue. GroupSync also equips planners to search and shop hotels worldwide and book rooms and space directly, online, or through a simplified RFP process. GroupSync is the first distribution channel to offer online booking for both group hotel rooms and meeting space. Groups360 has offices in Nashville, London, and Singapore. 

Our Partners: In 2019, major hospitality players Accor, Hilton, IHG and Marriott, invested a combined $50 million in Groups360 to help fuel instant-booking development. In 2022, the world’s largest alternative asset manager Blackstone Innovations Partners, New York Hedge fund Fir Tree Partners, and property and technology investment firm, Zigg Capital invested a combined $35 million in Groups360 to help drive the industry wide transformation, making group travel simple. 

Life at Groups360: Groups360 is an innovative, high-growth company with offices in Nashville, London and Singapore. Groups360 is an equal opportunity employer, and our dedication to promoting diversity, multiculturalism and inclusion is reflected in the foundation of all we do. 

Who we’re looking for: The demand for Groups360 products and services is at an all-time high. So, we are looking for ambitious, self-starters who want to impact the $1 trillion meetings and events industry. Successful team members have been those with the desire to be a part of a high- growth team and organization that finds and solves problems individually and as part of a team. If you’re looking to be a part of a fast-paced, highly motivating and rewarding environment at the intersection of hospitality and technology, then your next career starts here! 

The role: The Client Engagement Specialist is responsible for onboarding and training of new clients, working with existing clients and maintaining ongoing engagement and services within Groups360’s platform. This position will also focus on building relationships and providing first-class service to The Company’s customers by utilizing in-depth knowledge of Groups360’s proprietary technology. 

What you will do:

• Responsible for onboarding and training of new customers to ensure a smooth and timely onboarding. 
• Communicate with clients to coordinate and facilitate onboarding and training, building a strong customer relationship foundation. 
• Accountable for utilizing Salesforce to onboard, document and address requirements and records. 
• Work directly with customer success to assist in resolving and documenting customer issues and escalated incidents. 
• Provide clients with suggestions and recommendations to maximize client’s effectiveness on the platform. 
• Facilitate client contract renewals. 
• Responsible for making outbound calls to existing customers and fielding inbound calls to foster greater engagement from users and address various customer-related needs.  
• Partner with hotels to ensure a timely response to RFPs on behalf of clients. 
• Educate and upsell clients on additional Groups360’s suite of products. 
• Maintain customer communication of incidents from reporting until resolution, proactively engage with other teams as needed, and set customer expectations accordingly. 
• Conduct demos for future and existing customers to demonstrate application capabilities, providing suggestions and recommendations to maximize client’s effectiveness with the platform. 
• Monitor ongoing and recorded phone calls, chats, and emails, and provide guidance, feedback and assistance to team members ensuring maxim performance.   
• Create, modify, and monitor support cases from customers and both internal and external partners. 
• Partner with the Client Engagement Managers and Director of Customer Success on customer feedback to assist in improving Groups360’s roadmap. 
• Maintain in-depth working knowledge of systems, services, and processes. 
• Analyze customers’ needs and provide feedback to the Director of Customer Success regarding service failures or customer concerns; document technical issues using Salesforce to ensure a rapid resolution.  
• Achieve and surpass targeted goals set by the Director of Customer Success.  
• Other duties as assigned.

Education and experience:

• Bachelor’s degree or the equivalent number of years of experience preferred.  
• 2- 4 years Customer Service, Sales or Business Development experience required.  
• Salesforce experience a plus.

Additional eligibility qualifications: 

• Excellent verbal, written and group communication and presentation skills; ability to utilize communication skills to effectively influence across functions and business units as well as across different leadership levels.  
• Excellent organizational & analytical skills and ability to multi-task in a fast-paced environment.  
• Results-driven and execution-oriented personality, ready to take ownership and get results.
• Strong empathy for customers and a passion for revenue and growth. 
• Proficiency in Microsoft Office 365 Suite: Word, Excel, PowerPoint, Project, SharePoint.
• Other qualifications as required. 

Core Business Hours: 11:00 a.m. to 8:00 p.m. M-F, HYBRID; these hours may vary depending upon your position and work requirements.

Status: Full-Time, Exempt

Location: Brentwood, TN, Hybrid (3 days in-office, 2 days remote) 

(Company will not sponsor C2C or Work-related Visas) 

Groups360 is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All employment is decided on the basis of qualifications, merit, and business need.   

NOT ACCEPTING AGENCY CALLS OR SUBMISSIONS