Professional Services Representative

Tripleseat • Concord, MA • 21h ago

Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.

The Professional Services Representative serves as a key ambassador for Tripleseat, playing a vital role in the successful onboarding of restaurant and unique venue customers to the Tripleseat platform. With a deep understanding of hospitality operations, this individual acts as the primary liaison during onboarding, ensuring client information is seamlessly configured into the system. By delivering exceptional service and hospitality-focused solutions, the Professional Services Representative helps clients optimize their event management and booking operations, contributing to Tripleseat's high customer satisfaction and renewal rates.

Location:

Concord, MA Office (Hybrid)

Remote candidates eligible to work in the United States are considered. A hybrid work schedule is available for candidates based near the Concord, MA office.

Travel Expectations:

For candidates located outside the Concord, MA area, initial onboarding will take place at the Concord, MA office, followed by quarterly in-office visits.

Customer Communication & Hospitality Alignment:

Engage with restaurant and venue clients to understand their business needs, event workflows, and operational requirements.

Conduct detailed discovery sessions to capture venue-specific information, ensuring seamless integration into the Tripleseat platform.

Serve as a trusted point of contact, delivering hospitality-focused service that mirrors the high standards of the venues Tripleseat supports.

Platform Configuration & Customization:

Configure and optimize Tripleseat sites tailored to the unique needs of restaurants and venues, ensuring efficient event management and seamless guest experiences.

Customize settings, implement best practices, and integrate venue-specific features to enhance platform usability.

Validate all customizations to guarantee smooth operation and hand-off to the Onboarding Specialist with minimal friction.

Event Management Optimization:

Collaborate with clients to align platform features with their event management workflows, including booking processes, calendar integrations, and client communications.

Provide guidance on maximizing Tripleseat's features to streamline event scheduling, room configurations, and guest communications.

Proactively identify opportunities to enhance venue efficiency and event execution through platform capabilities.

Customer Support & Follow-up:

Respond promptly to customer inquiries, delivering clear, solution-oriented assistance with a hospitality-first approach.

Conduct thorough follow-up on site edits, adjustments, and troubleshooting to guarantee smooth event management.

Maintain ongoing communication during onboarding to ensure client expectations are met and exceeded.

Internal Collaboration & Knowledge Sharing:

Actively participate in hand-off meetings from Sales to Professional Services, ensuring complete and accurate venue details are communicated.

Collaborate with Onboarding, Sales, and Account Management teams to maintain a cohesive and supportive customer experience.

Share insights from venue interactions to contribute to process improvements and product enhancements.

Continuous Improvement & Best Practices:

Identify opportunities for enhancing venue efficiency and guest experiences through platform optimizations.

Contribute to the development of best practices that align with hospitality industry standards and client expectations.

Stay informed on platform updates, hospitality trends, and event management best practices to better serve clients.

Compliance & Documentation:

Maintain detailed documentation related to site configurations, customizations, and client interactions.

Adhere to industry standards and company policies during the onboarding process.

Support audits and compliance reviews by ensuring records are organized, accurate, and up-to-date.

Knowledge, Skills, and Abilities Required:

Customer-focused attitude with the ability to build rapport across hospitality teams.

Familiarity with event management operations in restaurants, venues, or hospitality environments.

Ability to prioritize and manage a high workload volume with precision and integrity.

Desire to own, manage, and drive projects forward to meet deadlines and exceed customer expectations.

Ability to work both independently and collaboratively across multiple workflows.

Excellent written and verbal communication skills.

Comfort with participating in and occasionally leading video calls with clients.

Ability to proactively identify areas of improvement and streamline processes.

Comfortable with web-based software tools such as Slack, Salesforce, and Basecamp.

A customer-focused attitude and the ability to build rapport across teams.

Preferred Experience:

1-2 years in a customer service role within the restaurant, venue, or hospitality space with project management experience.

No coding experience required, but must be comfortable with technology.

Experience using Tripleseat Software is a plus.

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