Customer Success Manager - U.K.

  • Remote
  • Full Time
  • Customer Success
  • Mid Level

About the Role:

As a Customer Success Manager, you will work with our clients to drive retention, renewals, adoption, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills as well as strong technical acumen. You will work with a variety of users within our hotel and hospitality partners to achieve a successful transition from deployment through ongoing account management. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills. A desire to immerse yourself in leading mobile, cloud and analytic solutions will serve you and your clients well.

Please note, this position is for candidates in the U.K. only.
The salary range for this position ranges from 60k to 70k Euros depending on relevant experience.

Responsibilities

  • Responsible for managing a portfolio of accounts to foster long-term business relationships.
  • Serve as the primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders, maintaining a focus on driving business value from onboarding through renewal.
  • Deliver a proactive customer engagement strategy to drive renewals, product adoption, training, and revenue growth.
  • Establish and monitor customer KPI’s (platform usage, settings, customer sentiment, and more) to ensure the ongoing health of the relationship.
  • Act as an escalation point to drive resolution on client issues in a timely, proactive manner.
  • Identify at-risk renewals and deliver on customer remediation plans.
  • Maintain Account Plans for each customer for proactive management and company alignment.
  • Create and conduct Business Reviews to exchange business updates, deliver data insights, set goals, consult on optimal product usage, and plan for partnership development.
  • Serve as the customer advocate to drive cross-functional teams across sales, development, product management, implementations, and support.
  • Utilize CRM to keep track of key account data, opportunities, logging tasks, activities, and to communicate to internal stakeholders.
  • Lead customer webinar sessions as part of ongoing product adoption efforts.
  • Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and consulting to help them achieve their objectives.
  • Provide customers with information and assistance regarding product updates and new features.

 

Requirements

  • Located in Europe
  • 10% Travel
  • Bachelor’s degree
  • 4+ years of customer facing experience
  • Excellent organizational, presentation and communication skills
  • Strong written and verbal communication skills
  • Experience working in a hotel or other hospitality organization
  • Great communication, listening, and writing skills
  • Ability to problem solve and resolve client issues
  • Detail oriented and analytical
  • Strong team player, but possesses a self-starter mentality
  • Ability to organize and prioritize activities and project work

 

About ALICE:

ALICE is the leading all-in-one hospitality operations platform that enables hotel staff to do their most impactful work without all the guesswork. Task management, real-time communication, and operational analytics reduce the complexity and chaos of hotel operations providing the transparency and flexibility needed to run efficiently. Founded in 2013, ALICE works with more than 2,500 hotels and tens of thousands of hotel staff across many of the world’s leading brands, including Marriott International, Hilton Hotels & Resorts, Graduate Hotels, and Grupo Posadas. ALICE is a Top 10 Best Places to Work in Hotel Tech by Hotel Tech Report in 2021, winner of Best Concierge Software, a Top 10 People's Choice Software and Finalist for its Preventative Maintenance Software, Housekeeping, and Staff Collaboration Tools, at the 2021 HotelTechAwards. https://www.aliceplatform.com/ 

 

Compensation and Benefits:

  • Competitive Salary
  • Flexible Time Off
  • Remote Environment
  • Team Events

 

You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

 

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