Senior Customer Success Manager

1 month ago

Spring Valley, United States Cendyn Full time
Job DescriptionJob Description

Job Purpose:

As a valued member of the Customer Success team, the Customer Success Manager, Casino Gaming manages client accounts in the casino gaming industry.  Reporting to the Director of Customer Success, the position will provide account management to their selected group of hotels and casinos to include business reviews, best practices, onboarding guidance, product expansion and adoption. This position is accountable for building and maintaining strong customer relationships, customer satisfaction and success for Cendyn customers, driving expansion, reducing churn, and creating referenceable customers. In addition, this position shall act as an escalation point for any customer issues or disputes.

This position requires residence in the Las Vegas metropolitan area.

Responsibilities:

Essential Functions

  • Possess in-depth business and technical knowledge of Cendyn’s pricing and revenue optimization solutions and additional products.
  • Act as the voice of the customer during remote and onsite meetings.
  • Manage all post-sales activities for assigned accounts, including onboarding oversight, personalized training with L&D team, continued support, strategy, and escalations.
  • Analyze data to identify market trends and engage with customers to understand their specific needs.
  • Support sales and marketing efforts by providing sales tools, training, and market expertise to effectively position and sell products.
  • Conduct analyses to determine how our products can address client issues.
  • Resolve business issues for clients, including business practices, system configuration, and usage monitoring.
  • Interact and provide support within the assigned team and other departments.
  • Foster a positive and productive environment within the department.
  • Update customer success-related information and customer data in Salesforce or other CS platforms.
  • Generate customer reports using Power BI.

Non-Essential Functions

  • Provide input and feedback, from a business user’s perspective to the Cendyn Product group, on solution features and functionality.
  • Maintain a working knowledge of each Property Management System and how it integrates with a Cendyn product.
  • Present well thought-out ideas that promote company products and solutions.
  • Make high impact presentations to influence client actions.
  • Be highly skilled working with executive level personnel.
  • Acts flexibly and responsibly to meet customer requirements.
  • Review and communicate performance using Business Intelligence Reporting options.
  • Use Salesforce to communicate and track customer interactions.

Expected Competencies:

  • Communication
  • Revenue Management
  • Professional Orientation
  • Problem Solving
  • Technical Expertise
  • Training
  • Partnering
  • Project Management
  • Client Centered Approach
  • Results Orientation

Requirements:

Required Education and Experience:

  • Based in Las Vegas, Nevada metropolitan area.
  • 5+ years of experience in Hospitality Revenue Management within Casinos.
  • Central Reservation System and IBE experience are a plus.
  • Client-centered approach with a professional orientation.
  • Strong team player with flexibility and a positive attitude.
  • Developed business and technical knowledge of pricing and revenue optimization solutions.
  • Strong relationship-building, product knowledge, planning, and execution skills.
  • Analytical approach to identifying and resolving complex problems.
  • Proven verbal and written communication skills.
  • Ability to work independently with customers.
  • Strong desire to work directly with clients to solve business issues.
  • Proven experience in a customer-facing role, preferably in customer success or account management.
  • Strong understanding of revenue management principles and practices.
  • Basic knowledge of Microsoft Office tools: Word, Excel, PowerPoint, Outlook

Position Type/Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 9 a.m. to 5:30 pm and subject to changes by Manager’s communication.

Travel:

This position requires up to 30% of travel

EEO Statement

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Cendyn expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

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