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Internal Application: Customer Experience Manager

CRM Product Services | Alpharetta, GA | Full Time

Job Description

Job Purpose:

As a valued member of the Customer Success team, the Customer Success Manager will manage a small portfolio of clients while teaming with other CS team members to support high touch clients. Reporting to VP of Customer Success, the Customer Success Manager will also assist with team projects. This position is accountable for building and maintaining strong customer relationships, customer satisfaction and success for Cendyn customers. Additionally, this position will be responsible for introducing Cendyn’s new products and product enhancements, facilitating ongoing training, and communicating customer related enhancement requests to the product team.

Responsibilities: 

  • Establish credibility and customer confidence by implementing regular customer communication, in-person visits and performance reviews conducted quarterly
  • Identify and maximize opportunities to build long term relationships that are mutually beneficial
  • Consult with customers on operational questions related to Cendyn products
  • Assess current pricing and revenue management-related business practices and policies and recommend “best practices” to customer success
  • Lead the design of relevant, practical solutions for customer issues that can be readily implemented and gains endorsement by involved parties
  • Provide regular performance and strategy reviews with each client
  • Identify opportunities for ongoing learning to ensure full implementation by each customer
  • Build and maintain ongoing business partner relationships and develop methods of customer success management that allow for continuous improvement in customer satisfaction
  • Conduct analyses of clients’ business challenges, needs, competitive landscape, and future plans to improve how our product can address these needs
  • Travel up to 30% of the time

 Qualifications & Experience:

  • A Bachelor’s Degree is required
  • 2+ years’ experience with Revenue Management or applicable experience in Hotel operations
  • Demonstrated success in account/relationship management with proven ability to retain and grow accounts
  • Must be an individual who thinks strategically and sees the larger opportunity, without losing sight of the details
  • Experience evaluating competitive landscape, market trends, and customer insights
  • Leadership experience, including demonstrated ability to meet commitments, build consensus, negotiate resolutions and garner respect from other team members
  • Analytical background and ability to learn new systems quickly
  • Excellent communication skills, both written and verbal, with ability to influence others
  • Strong commitment to customer satisfaction
  • Self-starter looking to expand skills in rapidly advancing environment
  • Ability to bring new ideas to the table, not merely execute tasks as directed
  • Demonstrated ability to work in dynamic environment
  • Proven ability to manage multiple tasks with shifting priorities, strategies and timeframes
  • Proven ability to work well in a team environment
  • Ability to conduct training for customers both in-person or via a webinar
  • Tactful in difficult situations
  • Basic knowledge of Microsoft Office tools: Word, Excel, PowerPoint, Outlook

 

 What we offer:

  • Start-up culture with opportunity to make an impact in your role and our team immediately
  • Compensation package corresponding to the value you bring to our team
  • Excellent on-the-job learning opportunity to grow your skills
  • Support of a diverse and international team to reach your goals
  • We are unable to provide relocation assistance for this role 
  • We are unable to provide employment sponsorship for this role now or in the future - unrestricted work authorization required

Company Description:

Cendyn is the leading innovative cloud software and services provider for the hospitality industry. With a focus on integrated hotel CRM, hotel sales, and revenue strategy technology platforms, Cendyn drives sales, marketing and revenue performance for tens of thousands of hotels across the globe. The Cendyn Hospitality Cloud offers a complete set of software services for the industry, aligning marketing, sales and revenue teams to optimize their strategies and drive performance and loyalty across their business units. With offices in Boca Raton, Atlanta, Boston, Las Vegas, San Diego, London, Munich, Singapore, Sydney, Bangkok and Tokyo, Cendyn proudly serves clients in 143 countries, delivering over 1.5 billion data-driven, personalized communications on behalf of their customers every year. For more information on Cendyn, visit www.cendyn.com.

 EEO Statement:

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Cendyn expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn’s employees to perform their job duties may result in discipline up to and including discharge.