Customer Success Manager

Hotellistat provides the next generation of All.In.One Revenue-, Market- and Business Intelligence solutions for the world of hospitality. We translate big data into smart data with valuable insights, save time and resources to optimize costs and revenue and assist our partners to achieve an ideal digital positioning.

Description

We are seeking a highly motivated and skilled Customer Success Manager to join our team. The ideal candidate will be responsible for ensuring our customers are successful in using our software products and services. The Customer Success Manager will work closely with our sales, support, and product teams to provide exceptional customer experiences that foster long-term customer loyalty.

Responsibilities

• Build and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs.
• Understand the customer's business goals, objectives, and challenges and provide customized solutions to address their needs.
• Conduct regular check-ins with customers to ensure they are successfully using our products and services, and identify opportunities to increase their usage and satisfaction.
• Proactively identify and resolve customer issues, working closely with cross-functional teams to ensure timely resolution.
• Collaborate with the product team to provide customer feedback and insights, and drive improvements to our products and services based on customer needs.
• Develop and implement customer success plans that outline customer goals, milestones, and success metrics.
• Monitor customer usage and engagement data to identify trends, risks, and opportunities for upsell and cross-sell.
• Create and deliver customer training and educational resources to promote customer self-sufficiency and product adoption.
• Serve as an internal advocate for the customer, ensuring their voice is heard and their needs are addressed across the organization.
• Build and manage a team of customer success associates, providing coaching, guidance, and support to ensure exceptional customer experiences.

Qualifications

• Bachelor's degree in Hospitality Management, Business, Marketing, Computer Science, or related field.
• 2+ years of experience in customer success, account management, or a related field in a B2B software company, preferably in the hospitality industry.
• Strong customer relationship building skills, with the ability to communicate effectively with all levels of the organization.
• Demonstrated experience driving customer success outcomes, including increasing adoption and retention rates, and identifying opportunities for upsell and cross-sell.
• Excellent problem-solving and analytical skills, with the ability to identify root causes and develop effective solutions.
• Strong project management skills, with the ability to manage multiple priorities and deadlines simultaneously.
• Familiarity with hospitality technology and software, with a passion for the industry and its unique challenges and opportunities.
• Experience managing a team of customer success associates, with a focus on coaching, development, and performance management.

We offer competitive compensation packages, comprehensive benefits, and a dynamic and exciting work environment. If you are a self-starter with a passion for helping hospitality customers succeed, we encourage you to apply.