Customer Success Manager
2 weeks ago
The company has developed the world's first (really) marketplace for the hospitality industry. They connect manufacturers, distributors, and buyers in a win-win model for everyone. Their job is to save hotels time, money, and product waste.
They built the marketplace for the unsung heroes of hospitality. Their team is made up of people who have worked in every hospitality role imaginable. They are full of heart and are on a mission to improve the back-office experience. They love the ease and simplicity technology offers and the power it has to save us headaches and stress. So let them take care of you for a change.
Position Summary
Disrupting such an old-school industry is a rare opportunity to create a massive impact worldwide. Are you a high-energy, motivated sales rock star looking for a place where you can make a real impact? As aCustomer Success Manager, you'll be the beacon guiding hotel clients through their transition from traditional methods to their innovative digital platform. You will be responsible for establishing a strong relationship with new prospects as well as maintaining a strong relationship with existing accounts. Your effective communication and interpersonal skills will help you succeed as a Customer Account Manager.
Essential Duties And Responsibilities
- Understand and align with customer goals and challenges.
- Enhance customer Gross Merchandise Volume (GMV) and ensure they channel all purchases.
- Foster robust relationships across diverse organizational levels.
- Spearhead success planning and Executive Business Reviews.
- Educate users on maximizing offerings.
- Analyze customer expenditure, savings, and platform engagement.
- Monitor product adoption metrics, anticipating challenges and opportunities.
- Actively gather and relay customer feedback to internal teams.
- Collaborate cross-functionally to enhance the customer journey.
- Innovate and implement process improvements for team efficiency and service quality.
- Demonstrated capability in nurturing customer relationships and managing service lifecycles.
- Proven experience in guiding customers to maximize product utility.
- Aptitude for data analysis and deriving actionable insights.
- Leadership traits showcasing assertiveness, problem-solving, and a growth mindset.
- Exceptional communication skills.
- Experience in engaging with senior executives.
- Ability to thrive in a dynamic environment.
- Background in hotel operations, preferably in Food & Beverage.
- Spanish proficiency. Preferred.
- Previous stint in a start-up atmosphere. Preferred.
- Familiarity with Zendesk and Customer Success platforms.
- Bachelor's Degree or equivalent experience.
- 3+ years in a Customer Success or Customer Onboarding role.
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