7 min read

What It's like Working as a Customer Success Specialist at ALICE

Justine Streng was promoted to a Customer Success Manager from her previous role as a Customer Success Specialist. Our People team sat down with Justine to discuss with her what it's like working as a Customer Success Specialist at ALICE. 

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

I think the best part of working at the Customer Success team at ALICE is the collaborative environment. We all have the same goal and we all experience a lot of the same hiccups to get to that goal. We are all constantly talking to the other Customer Success Specialists on Slack to help each other jump over hurdles and pitfalls. We are constantly in communication, even though we are located all over the globe.


What makes the Customer Success team so special?

What makes our CS team so special is the diversity. We have team members in California, Colorado, Texas and Mexico, and we are currently hiring from other countries as well. Another thing that is unique about us is that we share a similar background in hospitality. All of us have worked in hotels but in different parts of the world. Even though we share similar backgrounds, our approaches to solve problems are different due to our diverse values and beliefs derived from subgroups around the world. Meanwhile in New York, a lot of hotels operate in the same way, which means that people who previously worked in New York offices usually think the same as well. Therefore, the fact that we have a global team that sheds light on different areas of our job makes us special.


What was your best day at work?

My best day at work so far was when I woke up in Paris and launched a 100 year old historic landmark hotel. I remember how excited I was about that opportunity! I was also able to spend a week there with the team at the hotel which was really fun.


How is working with the different culture in France?

It was really fun. They got a kick out of me and I got a kick out of them! As mentioned, I have been in the same position before on the hotel side, but in the U.S and not in their country. It was therefore very interesting to witness and learn things we do similarly and things we do differently.


What is something that has happened here that can only happen at ALICE?

Definitely the travel. Specifically in my role as a Customer Success Specialist. Since starting at ALICE I have been able to travel internationally 7 times in 7 months and domestically to 10 states in 7 months as well. The intense opportunity to explore new things outside New York City is something I believe can only happen at ALICE.

customer success at ALICE

What are you most proud of?

I am most proud of how far I have come with my technical skills. Since my background is in hotels, I never considered myself tech savvy. I have never been someone who has tons of apps on my phone. To come in and work for a tech company that has an app was very intimidating to me. However, my team quickly recognized that and gathered around to support and give me a foundation in tech.

Today, I am able to answer my own questions, and I have also realized how far I have come in my own technical when new hires ask me questions.


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

To have grit and get sh*t done. We have a schedule we think we can follow every day, but there will always be unplanned things popping up that we need to take care of. It is important to just keep our heads down and just tackle the problems. But most importantly, to not get discouraged when things do not go as planned and just keep our eye on the prize! We need to know how to pack light, and we can not have checked bags.


What are some things you have learned at ALICE as a Customer Success Specialist?

I have learned how it is very beneficial to acknowledge who I am from a global stance. It has been really enlightening to learn what it is like to work with people from other countries.

Also, it is important to learn from other people’s cultures. Whenever I am abroad, I have learned to stop going in and thinking about all the ways I can help, which I believe is a very American standpoint. Instead, I have learned how to just listen and learn from all the things they can teach me, and it doesn’t have to necessarily be about hotels, but also their lifestyles, values and beliefs.


Eleni Cotsis

Senior HR Business Partner at ALICE