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Customer Success Manager

2 months ago

Doral, Florida, United States Vensure Employer Solutions Full time

About Us

Vensure Employer Solutions has revolutionized the hospitality industry by developing the world's first marketplace, connecting manufacturers, distributors, and buyers in a win-win model for everyone. Our mission is to save hotels time, money, and product waste, making us the go-to solution for the unsung heroes of hospitality.

Our Team

We're a team of passionate individuals who have worked in every hospitality role imaginable. We're driven by a desire to improve the back-office experience and leverage technology to save headaches and stress. We're dedicated to taking care of our clients and providing them with a seamless experience.

Position Summary

As a Customer Success Manager, you'll be the beacon guiding hotel clients through their transition from traditional methods to our innovative digital platform. You'll be responsible for establishing strong relationships with new prospects and maintaining existing accounts. Your effective communication and interpersonal skills will help you succeed in this role.

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.

Knowledge, Skills, and Abilities

  • 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.

Education & Experience

  • Bachelor's Degree or equivalent experience.
  • 3+ years in a Customer Success or Customer Onboarding role.