Customer Success Manager

1 month ago

New York, New York, United States Spotnana Technology Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Spotnana Technology. As a key member of our Commercial team, you will be responsible for driving business growth and delivering exceptional customer experiences for our hotel channel partners.

Key Responsibilities
  • Strategic Partnership Development: Collaborate with Commercial and Product Management at hotel channel partners to set strategic goals and objectives related to their Spotnana partnership.
  • Customer Success: Work closely with hotel channel partners to understand their business needs, challenges, and long-term vision, and provide strategic guidance and recommendations to align their travel programs with organizational objectives.
  • Contract Management: Manage the existing contracted deliverables to hotel channel partners and grow additional business.
  • Performance Management: Manage the performance and budget objectives of Spotnana with hotel channel partners.
  • Reporting and Analysis: Develop regular reporting on volumes and establish a regular meeting and Quarterly Business Review pattern.
  • Industry Expertise: Leverage industry knowledge and best practices to develop innovative strategies that drive value.
  • Thought Leadership: Act as a trusted advisor, offering insights and thought leadership on emerging corporate trends and product developments from Spotnana and the industry.
  • Collaboration: Collaborate with internal teams, including Product, Engineering, Travel Operations, Customer Success, Support, and Implementation, to ensure successful ongoing Spotnana usage by hotel channel partners.
  • Client Guidance: Provide expert guidance and recommendations to clients on supplier relations.
  • Knowledge Sharing: Proactively share insights, industry benchmarks, and thought-provoking ideas with hotel channel partners to help them stay ahead of the curve and make informed decisions regarding their travel programs.
  • Content Creation: Collaborate with internal teams to develop white-papers, case studies, and presentations that showcase thought leadership and provide valuable resources to hotel channel partners and their clients.
Requirements
  • Experience: 5+ years in a mid-level to senior client-facing role, working with leadership at Fortune 100 companies (preferably with Hotel Procurement or Global Travel Managers).
  • Product Acumen: Strong product/technological acumen.
  • Interpersonal Skills: Excellent interpersonal and communication skills, with the ability to build strong relationships with clients and internal stakeholders.
  • Executive Relationships: Ability to manage executive-level relationships with both clients and internally.
  • Project Management: Exceptional project management and organizational skills, with the ability to handle multiple client engagements simultaneously and adapt quickly to a fast-moving environment.
  • Analytical Skills: Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and provide actionable recommendations.
  • Industry Knowledge: Strong expertise in managing corporate travel and/or related reporting needs.
  • Technology Knowledge: Strong knowledge of corporate, hotel, and distribution technologies.
  • Self-Motivation: Self-motivated and proactive, with a demonstrated ability to work independently and as part of a team.
  • Location: Willing and able to work in an open office environment in New York City in a hybrid structure. This role is not remote-eligible.
Compensation

Spotnana strives to be a fair, industry-competitive, and equitable compensation. Our approach holistically assesses total compensation, including cash, company equity, and comprehensive benefits. Our market-based compensation approach uses data from trusted third-party compensation sources to set salary ranges that are thoughtful and consistent with the role, industry, company size, and internal equity of our team.

The annual cash compensation for this role is: $150k - $200k (Plus benefits and equity)

Benefits offered include:

  • Equity in the form of stock options which provides partial ownership in the company so you can share in the success of the company as it grows.
  • Pre-tax and ROTH 401(k) options via Fidelity with up to a 4% company match.
  • Comprehensive benefit plans covering medical (United Healthcare or Kaiser), dental (Guardian), vision (Guardian), life (Mutual of Omaha), and disability (Mutual of Omaha) effective on your hire date. We cover 100% of your employee premiums and 85% of your eligible dependents.
  • Pre-tax flexible spending account options for health, dependent care, and commuter expenses.
  • 20 vacation days per year in addition to 10 company holidays, 4 company recharge/wellness days, and an end-of-year company shutdown.
  • Up to 26 weeks of Parental Leave.
  • Monthly cell phone/internet stipend.
  • Additional benefits including access to International Airlines Travel Agent Network IATAN membership, Pet Insurance through Fetch, Financial Wellness through Origin and SoFi, EAP through Mutual of Omaha, The Calm app through Kaiser, pre-tax parking/transit program, and more.

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