Senior Customer Success Manager

2 months ago

Las Vegas, United States Cendyn Full time

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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