Internal Application: Account Manager - Cendyn CRM Upgrade

Job Purpose:

This role will have a strong passion for customer satisfaction as it relates to providing a seamless customer experience for our clients as they upgrade to Cendyn CRM. As an Account Manager – CRM Upgrade, you are responsible for coordinating and ensuring customer satisfaction throughout the CRM Upgrade process, bringing concerns forward to the corresponding internal departments, and being the main point of contact for your customers throughout the CRM upgrade.

Given our business model, where our customers pay us over time, customer satisfaction is vital to our long-term profitability. We will be successful if our customers are receiving massive value from our service.

In addition, this position is accountable for partnering with the appropriate internal resources to ensure Cendyn’s CRM upgrade is communicated, and ongoing training needs are met.

Job Responsibilities:

Essential Functions:

• Ensure customer satisfaction throughout the CRM upgrade
• Create, maintain and execute on migration plans
• Develop a complete, holistic understanding of CRM migration customers that results in solid, trusting relationships and trusted advisor status
• Participate in upgrade reviews as appropriate
• Builds and maintains ongoing business partner relationships and develops methods of customer engagement that allow for continuous improvement in customer satisfaction
• Keep highly engaged in all internal projects involving customer and various internal Cendyn departments
• Identifies and maximize opportunities to build long term relationships that are mutually beneficial
• Demonstrates the willingness to push your team to continually provide exceptional service and strategy.
• Serve as the CRM upgrade expert and Super User by
  • Educating our clients on CRM upgrade
  • Provide coaching and education to improve adoption
  • Serve as an escalation point for Customer Support, Account Management, and Customer Success on upgrade challenges
• Own the success and health of upgrade customers by ensuring that they meet their goals with the Upgrade by creating and achieving short and long term objectives in the Upgrade Plans
  • Define measurable goals and objectives with clear outcomes, ensure cohesive communication across internal and customer audiences at all levels.
  • Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively align, track, and evolve customer business goals.
  • Upgrade customer request ticket review and follow-up
  • Upgrade customer critical success factors, KPIs, performance tracking of products
• Collaborate effectively to get things done, building, and nurturing strong relationships.
  • Builds solid relationships with teammates, business partners and specialists by fostering teamwork, partnership, and collaboration in a virtual or face-to-face environment.
  • A strong team-player work ethic with the ability to engage with all levels of the organization.
  • Maintain product expertise and professional development through upskilling, training, and learning.

Requirements:

Required Education and Experience:

• BA or BS from accredited college or university or any equivalent relevant business knowledge
• Familiarity with CRM database applications and enterprise-level software
• Demonstrated expertise in the hospitality industry, or other industry with fixed, perishable inventory.
• Enjoy working in a fast-paced technology firm and ability to adapt to changes.
• Team player, strong yet like-able, go-getter personality and customer focused attitude.
• Proven customer success experience where you are defined by your client’s success metrics and their satisfaction is highly desirable.
• Excellent listening, problem solving, analytical and negotiation skills.
• Excellent verbal, written communication and presentation skills.
• Strong analytical, problem-solving and troubleshooting skills.
• Demonstrate the ability to multi-task and work under targets/goals.
• Organized and high attention to detail.
• Skilled in Microsoft Office applications

Expected Competencies:

• A collaborative team player who values the success of the whole team, in addition to their own success
• Ability to adapt quickly and balance numerous responsibilities
• Desire to work and ability to thrive in a fast-paced, dynamic environment
• Excellent written and verbal communication skills, specifically in Migration presentations
• Relationship Management - ability to create and maintain strong relationships and grow accounts, with a strong commitment to customer satisfaction.
• Planning and Organizational Skills –Excellent organizational, planning, and proven ability to manage multiple priorities.
• Office Tools – Strong technical aptitude and skilled in Microsoft Windows-based office tools including presentation software, database software and desktop applications. Proficiency in Microsoft Office products: Outlook, Excel, Word, PowerPoint. Basic abilities with SharePoint and Smartsheet are a plus.
• Analytical and Conceptual Thinking – Ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management.
• Innovation – Ability to initiate creative thinking to accomplish continuous improvement and evolution of the department.
• Communication – Excellent communication and presentation skills. Solid communication skills to effectively deal with various levels of management, staff, and/or outside contacts.
• Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

Position Type:

This is a full-time position.