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What It’s like Working on the Customer Success Team at ALICE

An interview with Noah Aris, Customer Success Specialist

What is the best part about working on the Customer Success team at ALICE?

I really like the team at ALICE; I love working in Customer Success because I come from a hospitality background and I feel it’s really our job to make sure that hoteliers don’t need to work as hard as we had to when we were in hotels. We know what it’s like to work 12 to 14-hour shifts per day or work an overnight shift to a morning shift to an afternoon shift; and you would just laugh when people would ask you when you were going to get off work that day.

The Customer Success team at ALICE is great because we all come from hotels. Whether you came from management, an entry-level role, or a as director, it doesn't matter what your last job title was at a hotel because we all know the struggles of working at a hotel or in hospitality in general. Those struggles are exactly what we are trying to solve here at ALICE, and it’s really nice to be surrounded by people who share that common goal.

 

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What was your best day at work?

My best day at work is sort of a hard question to answer. I think the difference between working here and working in a hotel is that we are not expected to be required to work 14 hours per day. We don’t feel like it’s normal that we work 10 hours and go home and think we’re going home on time.

I think at ALICE we definitely all work more than 8 hours per day for sure, but it’s more of a choice; it’s more of an internal necessity and drive to make sure our clients are okay because we know they are  24/7 businesses. At ALICE, the control of our work-life balance is 100% in our hands. There is nothing forcing us to work late or on the weekends or at night at home, or answer Slack messages at 3am. If we do it, it’s because we want to. The best day I’ve had at work is any day I’m learning something new and I’ve learned a ton of new things. I really just love this job, honestly.

 

What are you most proud of?

I am really proud of the accomplishments I made here at ALICE that I never really expected. My expectations when working here were to answer customers when they emailed support, travel to the hotels where I am going to to train them on ALICE, and make sure the customers are okay and help them after implementations with any questions they may have.

However, I learned a lot in other areas that I didn’t expect. For example, I didn’t really expect to learn things like the Vlookup function in Excel. I wasn’t really good in Excel before, but now I feel a lot more confident and I’ve explored it a lot more. I’ve learned through other team members how to build things using HTML so I can build a directory for white label apps. There is so much I have learned that I never expected to here.

 

What are the most important qualities of a Customer Success team member at ALICE?

I would say patience and communication skills are extremely important; you need to be able to be direct with both the clients and other team members. When a client is having trouble - maybe with understanding your training tactics or has a question that was already answered to them 2 or 3 times - you really can’t get frustrated. You have to say to yourself, “Okay, something must be wrong with our process if someone isn’t understanding it.”

The reason I say we should be direct with ourselves and our clients is because we no longer work in hotels. We should never tell a client “I do apologize for the inconvenience we’ve caused” when something goes wrong with ALICE (it is technology and something will eventually go wrong). Instead we should just be real with them and say something like, “Hey, I’m really sorry something didn’t work out the way we expected it to, but we are working on it and will keep you updated.” Every member on the Customer Success team needs to understand that we used to be in their shoes and we know how important this is to them. Sometimes that something may be insignificant to everyone else outside of the hospitality industry, but if that something is important to the hotel, then it’s really important to us as well and we need to make sure that they really feel that empathy.

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Eleni Cotsis

Senior HR Business Partner at ALICE