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Customer Success Manager

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.

 

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 the Nordics or Amsterdam
  • 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

 

Benefits

Competitive salary and stock options

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