Customer Success Manager, APAC

About the Job

The Customer Success Manager is responsible for client satisfaction and retention by providing training, support, regular communication and overall account management with the users and decision makers at the hotel level. The Manager is responsible for managing the full customer life cycle from implementation, onboarding, and through client care during the entire subscription term. This also includes negotiating contract renewals across APAC territory and consult customers to maximize adoption and engagement.

The position is fully remote but occasionally might require travel (up to 20%) based on business needs to meet customers, attend trade events or company gatherings in the assigned regions. This role reports into the Enterprise Director EMEA & APAC.

Key Responsibilities:

• Manage customer success by understanding customer needs and strategic initiatives, and by providing onboarding training, entire lifecycle support, and identifying and executing upsell opportunities.
• Create positive working relationships with customers, understand client needs and drive product adoption, as well as customer satisfaction and retention through regular touchpoints and meetings.
• Learn and actively utilize internal applications including, but not limited to Salesforce, DataCore, ChurnZero, Groove and more.
• Create proposals for renewals, draft contracts, and progress cancellation / renewal cases as per Knowland standard operating procedures.
• Prepare presentations and data snapshot files to support onboardings, trainings and customer consultations.
• Accurately forecast renewals / upgrades and manage pipeline through Salesforce CRM in line with SOP.
• Assist with certain platform configuration tasks in DataCore.
• Provide live, and interactive online demonstrations of the Knowland platform and our business intelligence.
• Act as an internal advocate for your assigned accounts and regions, and partner internally with other departments to improve product, data, and customer experience.
• Regularly audit and provide feedback to the data operations team on data quality and quantity across APAC.
• Attend internal meetings with key stakeholders, such as Finance, Data Operations, Product, Leadership, etc.
• Support the overall International Team, Global Customer Success Team and Management with tasks including but not limited to reporting, holiday coverage, special projects and more.
• Support Finance Team with follow-up communication for overdue payments.
• Assist with new market opening pilot projects and support trial customers, so that they can be transitioned into paid subscriptions.
• Answer product-specific questions and work with our Product and Helpdesk teams to resolve any issues.
• Update all account management and customer service-related notes, tasks, cases, reports in Salesforce CRM.
• Represent Knowland in customer meetings, product demonstrations, and at industry events when applicable, which might include some travel in the assigned territory.
• Develop custom reports as required with the analytics team to support customer business needs.

Interaction:

This position has daily interactions with customers, team members and various critical departments within the organization. In many cases, interactions with both internal and external parties will be at mid and upper management levels.

Requirements:

• Bachelors Degree preferred / required or any equivalent relevant business knowledge
• Experience in sales in hotel, in travel or hospitality suppliers in a sales environment
• Experience in working on your own and being self-motivated
• Successful track record of building, managing and closing sales pipeline
• Strong sales, analytical, pragmatic, organization, communication and people skills required.
• Strong knowledge of hotel sales management
• Ability to adapt quickly to new technologies, products and procedures
• Ability to work and thrive in a multi-tasked and fast-paced environment.
• Ability to innovate, overcome obstacles and implement best practices including sales methodologies
• Ability to travel as required to support regional and corporate business objectives
• Proficiency with Microsoft Office Suite required (Word, Excel, PowerPoint, Outlook) and computer savvy to learn other applications as needed.
• Strong written and spoken English skills

Work Environment:

This job operates in a home office environment and is an outside sales role. Working in a home office environment requires a high degree of discipline.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Travel: