Customer Success Operations Coordinator, APAC

📋 Description

• • Serve as the operational backbone for the APAC Customer Success team by providing administrative and logistical support to Strategic Customer Success Managers (CSMs).
• • Manage and streamline day-to-day operational workflows to remove administrative bottlenecks and enable high-velocity execution across multiple time zones.
• • Act as a Superuser of the Revinate platform, leveraging deep product knowledge to troubleshoot technical issues, interpret data outputs, and support customer success initiatives.
• • Generate and analyze data reports to track customer health, engagement metrics, and revenue impact across APAC hotel accounts.
• • Coordinate cross-functional projects between Customer Success, Product, and Engineering teams to ensure timely delivery of customer-facing improvements.
• • Maintain accurate and up-to-date customer records within the Revinate system, ensuring data integrity for Rich Guest Profile® insights.
• • Assist in onboarding new customers by preparing documentation, scheduling kickoff calls, and aligning internal stakeholders.
• • Monitor customer communication channels (email, voice, messaging, digital) to identify operational gaps and recommend process enhancements.
• • Support regional initiatives by translating customer feedback into actionable operational insights for the APAC team.
• • Ensure consistent service delivery by adhering to Revinate’s standards for customer experience and operational excellence.
• • Collaborate with global teams to align on processes, tools, and reporting standards across regions.
• • Proactively identify opportunities to automate repetitive tasks and improve efficiency within the Customer Success operations workflow.
• • Maintain awareness of APAC market dynamics and customer needs to inform operational priorities and support strategic account growth.
• • Prepare and distribute regular operational summaries and performance dashboards to CSMs and leadership.
• • Act as the first point of contact for internal teams seeking clarification on Revinate platform functionality or customer data.
• • Uphold data privacy and compliance standards in all customer data handling and reporting activities.
• • Contribute to continuous improvement of internal playbooks, SOPs, and knowledge bases used by the APAC Customer Success team.
• • Support regional events, webinars, and customer outreach campaigns with logistical coordination and follow-up tracking.
• • Maintain a deep understanding of Revinate’s AI-powered customer data platform and its role in driving direct revenue for hoteliers.
• • Deliver a “delightful” service experience to internal stakeholders and external customers through responsiveness, accuracy, and proactive communication.