Position Summary

As a Customer Success Manager, you'll be the beacon guiding hotel clients through their transition from traditional methods to their innovative digital platform. You will be responsible for establishing a strong relationship with new prospects as well as maintaining a strong relationship with existing accounts. Your effective communication and interpersonal skills will help you succeed as a Customer Account Manager.

Essential Duties and Responsibilities 

• Understand and align with customer goals and challenges.
• Enhance customer Gross Merchandise Volume (GMV) and ensure they channel all purchases.
• Foster robust relationships across diverse organizational levels.
• Spearhead success planning and Executive Business Reviews.
• Educate users on maximizing offerings.
• Analyze customer expenditure, savings, and platform engagement.
• Monitor product adoption metrics, anticipating challenges and opportunities.
• Actively gather and relay customer feedback to internal teams.
• Collaborate cross-functionally to enhance the customer journey.
• Innovate and implement process improvements for team efficiency and service quality

Knowledge, Skills, and Abilities

• Demonstrated capability in nurturing customer relationships and managing service lifecycles.
• Proven experience in guiding customers to maximize product utility.
• Aptitude for data analysis and deriving actionable insights.
• Leadership traits showcasing assertiveness, problem-solving, and a growth mindset.
• Exceptional communication skills.
• Experience in engaging with senior executives.
• Ability to thrive in a dynamic environment.
• Background in hotel operations, preferably in Food & Beverage.
• Spanish proficiency. Preferred.
• Previous stint in a start-up atmosphere. Preferred.
• Familiarity with Zendesk and Customer Success platforms.

Education & Experience

• Bachelor's Degree or equivalent experience.
• 3 - 4 years in a Customer Success or Customer Onboarding role