• Manage and nurture relationships with Spanish-speaking clients (some in the US), delivering exceptional customer success through proactive support and process-driven approaches. • Handle onboarding, training, and occasional in-person events, primarily in Mexico City or Monterrey (preferred location; otherwise, availability for travel required). • Utilize tools like HubSpot, Teams, and Zoom to track client progress, resolve issues, and ensure adoption in a high-growth environment. • Collaborate with internal teams to escalate feedback, optimize processes, and contribute to client retention and expansion.

• Own day-to-day relationships with 200+ marketplace and strategic partners • Act as the primary point of contact for non-technical partner inquiries • Ensure partners are successfully onboarded, activated, and continuously engaged • Proactively identify and address partner issues, risks, and growth opportunities • Drive partner accountability and ensure alignment with Hostaway processes and expectations • Own the onboarding of partners and activation • Track partner activity, engagement, and operational performance • Coordinate and manage partner communications (updates, campaigns, newsletters) • Collaborate with Product, Support, and Partnerships teams to resolve partner issues • Identify gaps in workflows and propose process improvements

• Support Customer Success and Account Management teams with what they need to run their business • Manage case queues efficiently and with attention to detail • Create Salesforce reports and dashboards • Coordinate with Collections Team to manage suspensions and warnings for customers • Support weekly, monthly and quarterly reporting and forecasting • Escalate critical challenges within the owned processes and systems to leadership • Ensure outcome of tasks are aligned with company standards and goals • Regularly communicate with leadership for project updates • Maintain data integrity across systems

• Build and maintain strong customer relationships, serving as the primary point of contact across the full lifecycle from onboarding through renewals. • Lead day-to-day project management, including planning, progress tracking, customer meetings, and issue resolution. • Proactively identify and mitigate customer risks, driving solutions in collaboration with internal teams. • Receive, document, and triage customer-reported issues; assess priority based on business impact and urgency and ensure alignment with internal capacity. • Coordinate cross-functionally with Product, Engineering, Data, and Analytics to ensure customer issues are routed, tracked, and resolved in line with roadmap and sprint priorities. • Communicate transparently with customers on issue status, timelines, and workarounds, managing expectations effectively. • Track and document customer requests and recurring issues, contributing to knowledge base development and continuous process improvement. • Analyze customer data to identify adoption trends, risks, and growth opportunities, providing actionable insights to both customers and internal stakeholders. • Conduct regular check-ins, business reviews, and renewal discussions to drive customer satisfaction, retention, and expansion. • Serve as a trusted advisor, guiding customers on best practices and ensuring measurable value realization from the platform. • Escalate critical issues and advocate for customer needs internally, influencing product roadmap and service delivery. • Own and grow enterprise-level customer relationships, aligning Reveleer’s solutions with customer business goals.