Technical Customer Success Manager

Technical Customer Success Manager

Our client is based in Worcester and is looking for and experienced Customer Success Manager who can demonstrate innovative ideas and oversee customer on boarding and efficiently guide the customer journey. Your focus will be to capture, understand and articulate the needs of the customer and guide them towards their desired outcomes.

Some key duties and responsibilities will include (but not be limited to):

• Manage customer relationships with contributing companies in the assigned region (EMEA, APAC or Americas)
• Build on relationships with the clients
• Liaise with the Operations team as they handle accounts for data processing and quality control
• Liaise with Sales and provide information regarding desired markets or properties
• Train, educate and encourage the enhanced use of the system by client users and companies by providing online training, in person meetings, and telephone support
• Promptly address customer requests as per our SLA (Service Level Agreements)
• Be the primary point of contact and escalation point for clients while managing all post-sales activities for customers
• Manage the support inbox for the relevant region and assist with queries, requests or complaints received by other departments
• Support the Implementations team during the onboarding process including mappings, information acquisition and communication
• Collaborate with the Customer Success Specialist to support new customers through the onboarding process by confirming and creating users, competitive sets and hierarchies
• Provide hotel listings and set suggestions for current customers when prompted by client or by significant contributor-base change
• Proactively engage with customers to ensure they are maximizing the use of our platform
• Support the Customer Success team by proactively maintaining customer support initiatives as well as an accurate account of customer interactions in CRM
• Increase customer retention by conducting regular reviews with key contacts to demonstrate the affect Customer Success actions have on their usage
• Track reporting website usage for clients in assigned region and implement a strategy to increase data utilization
• Work with Operations to review/update affected sets on a monthly basis due to changes in data submissions and communicate changes to clients
• Work with the Operations team to identify data outliers and coordinate communication with clients to further refine data submission
• Carry-out client event presentations
• Communicate to the Sales team markets, hotels, and companies of interest for current clients
• Notify clients when new products / markets become available
• Identify which companies could expand their contribution by adding single hotels or moving up to full portfolio contribution
• Identify and manage upsell opportunities with existing customer base
• Be the voice of the client and advocate their needs internally
• Work with the Director of Customer Success to identify, document and track enhancement requests, bugs and effectively communicate status back to clients
• Collaborate with the product development team to test new features and bug fixes
• Train, supervise, schedule and evaluate staff in assigned region
• Support/assist Customer Success Specialists
• Enhance and maintain web-based training and general resource material
• Carry out assigned projects to the highest standards and in the most efficient way
• Maintain and update industry knowledge and professionally represent the firm as an international expert in hospitality

Skills and Experience required:

• Proficient with corporate productivity and web presentation tools, MS Teams
• Exceptional face to face meeting experience
• High levels of numeracy, data analysis and analytical skills (strong technical skills in MS Excel is essential)
• In-depth understanding of hotel operations and P&L statements
• Strong analytical and strategic thinking ability
• Exceptional relationship builder
• A strategic approach and ability to see the bigger picture in terms of assisting with business growth
• Minimum 3 years working in a similar role
• Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem-solving.
• Previous experience with technology organisations

This role offers remote working however their Head Office is based in Worcester, our client is offering a salary of circa £30,000 for the right candidate.