Hospitality Customer Success Manager
6 days ago
About Us
Vensure Employer Solutions has revolutionized the hospitality industry by creating the world's first marketplace that connects manufacturers, distributors, and buyers in a win-win model for everyone. Our mission is to save hotels time, money, and product waste by leveraging technology and innovation.
We are a team of passionate individuals who have worked in every hospitality role imaginable. We are driven by a desire to improve the back-office experience and make a significant impact worldwide. Our company culture is built on the principles of simplicity, ease of use, and customer satisfaction.
Position Summary
We are seeking a high-energy, motivated sales rock star to join our team as a Customer Success Manager. As a key member of our team, you will be responsible for guiding hotel clients through their transition from traditional methods to our innovative digital platform. Your primary goal will be to establish strong relationships with new prospects and maintain existing accounts, ensuring their success and growth on our platform.
Key Responsibilities
• Understand and align with customer goals and challenges to provide tailored solutions and support.
• Enhance customer Gross Merchandise Volume (GMV) and ensure they channel all purchases through our platform.
• Foster robust relationships across diverse organizational levels, including senior executives.
• Spearhead success planning and Executive Business Reviews to ensure customer satisfaction and growth.
• Educate users on maximizing offerings and platform utilization.
• Analyze customer expenditure, savings, and platform engagement to identify areas for improvement.
• Monitor product adoption metrics, anticipating challenges and opportunities to drive customer success.
• Actively gather and relay customer feedback to internal teams to inform product development and improvement.
• Collaborate cross-functionally to enhance the customer journey and drive business growth.
• Innovate and implement process improvements for team efficiency and service quality.
Requirements
• Demonstrated capability in nurturing customer relationships and managing service lifecycles.
• Proven experience in guiding customers to maximize product utility and drive business growth.
• Aptitude for data analysis and deriving actionable insights to inform business decisions.
• Leadership traits showcasing assertiveness, problem-solving, and a growth mindset.
• Exceptional communication skills, including the ability to engage with senior executives.
• Experience in a dynamic environment with a start-up atmosphere.
• Background in hotel operations, preferably in Food & Beverage.
• Spanish proficiency is a plus.
• Familiarity with Zendesk and Customer Success platforms.
• Bachelor's Degree or equivalent experience.
• 3+ years in a Customer Success or Customer Onboarding role.
What We Offer
Vensure Employer Solutions offers a dynamic and supportive work environment, competitive compensation, and opportunities for growth and development. If you are a motivated and results-driven individual who is passionate about customer success, we encourage you to apply for this exciting opportunity.
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