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 job is for candidates based in the U.K. Only. 

Responsibilities

  • Responsible for the setup of new customers and for managing a portfolio of client accounts to foster long-term business relationships
  • Launch and train new customers globally, but primarily focused on Europe and Asia
  • Deliver a proactive customer contact strategy to drive renewals, product adoption, training, and revenue growth
  • Onboard new customers by training new users onsite in order to start all relationships with a strong foundation
  • Act as an escalation point to drive resolution to client issues/concerns  in a timely, proactive manner
  • Identify at-risk renewals and deliver on customer remediation plans
  • Monitor customer health to track usage and customer satisfaction
  • Become the customer advocate to drive cross-functional teams across development, product management, and support

 

Requirements

  • Located in Europe
  • 50-70% 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
  • Wonderful Office and 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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