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