Customer Success Manager
Customer Success | Remote (USA) | Full Time
Job Purpose:
The Customer Success Manager (CSM) has two primary responsibilities: monitor product usage and client activities in order to increase customer value and retention; monitor and support ad hoc account management requests from Cendyn’s core clients utilizing the customer service portal. The CSM will utilize product KPIs and industry best practices to surface opportunities to provide relevant solutions to Cendyn clients. The CSM works closely with account management, commercial and senior leaders to provide recommendations on customer life-cycle management and join client account managers to provide expertise and strategic recommendations. The CSM also works closely with the product owners and engineers to identify key data points to measure client usage and product performance.
Responsibilities:
- Drive account health and renewals.
- Accountability for all client related items.
- Maintain expert-level knowledge of Cendyn products and cross-functional capabilities
- Utilize product KPIs to identify at-risk clients and assist account management with recommendations to improve performance
- Work directly with clients to resolve account management support tickets
- Create customer success documents for internal training and client presentations
- Monitor product usage and performance metrics to provide reporting and insights to leadership teams
- Work with Training and eLearning team to provide recommendations and best practices to improve client usage
- Complete product training programs and pass certification tests as required by the Customer Success Director
- Identify and escalate potential client issues
- Work with team leads to identify product enhancement to improve UI/UX and production efficiencies
Desired Skills and Experience:
- BA or BS from accredited college or university
- Experience in product/software training
- Experience working in the email marketing field, preferably in the hospitality vertical
- Familiarity with CRM database applications and enterprise-level software to include Booking Engines, Hotel Revenue Software, and Sales Enablement tools.
- 3+ years of experience in account management or hotel marketing/revenue experience
- 3+ years of experience in software training or product support
Required Skills:
- Strong time management skills
- Self-motivated, goal oriented, and able to work in a team environment
- Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure
- Strong analytical, problems solving and troubleshooting skills – ability to define problems, collect data, establish facts and draw conclusions
- Strong overall business and people skills, including planning, presentation skills and business acumen
- Excellent communication skills with the ability to effectively interface with all levels and departments on a formal, informal, written and verbal basis
- Strong interpersonal/communication skills
- Computer proficiency in Google Analytics, Outlook, Excel, MS Word, PowerPoint, etc
Work Environment:
This job operates in a remote environment.
Position Type/Expected Hours of Work:
This is a full-time position. Days and hours of work are Monday through Friday, 9 a.m. to 5:30 pm and subject to changes by Manager’s communication.
Travel:
This position does not require any travel
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.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.