![Cendyn](https://media.trabajo.org/img/noimg.jpg)
Senior Customer Success Manager
2 months ago
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 does involve regular onsite client visits within 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 thro
ugh Friday,
9
a.m. to 5
:30
pm and subject to changes by Manager’s communication.
Travel:
This position
require
s 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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