Customer Success Manager
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Job Description
Customer Success Manager with Aven Hospitality enhancing customer engagement and driving value realization. Collaborating across teams to support customers' commercial outcomes in hospitality technology.
Responsibilities:
- Support the Director’s efforts to develop, deploy and maintain team engagement strategies and performance metrics aligned with organizational expectations and customer success metrics
- Facilitate onboarding, closing any gaps in expertise or knowledge and promoting continued education
- Develop and maintain relationships with commercial, product, and delivery team members necessary to be successful and effective as the voice of the customer
- Effectively engage customers as part of their book of business, Establish customer baselines and either partner to create or refresh their customer success plan
- Create engagement strategies that promote customer success, goal attainment and value realization
- Serve as the customers liaison with Aven operations and, more broadly, the customer’s champion
- Partner with the commercial team to report on customer progress and areas of greater opportunity
- Support their Aven Hospitality colleagues as they support customer success
- Support efforts to report team performance metrics and offer strategies to increase impact and expand outcomes
Requirements:
- Minimum 5 years of customer success, relevant sales, consulting, or hospitality distribution/revenue management experience
- Extensive experience with SynXis CRS and deep understanding of Hospitality commerce, including revenue management, total revenue attainment, distribution strategies, guest acquisition and retention strategies, cost of goods/service sold and knowledge of the competitive landscape, key trends, opportunities, and challenges
- Bachelor’s Degree or equivalent in relevant field, including relevant industry experience
- Proven experience in fostering customer relations and supporting customer goal attainment and value realization
- Proven ability to influence cross-functional teams within a global matrix organization, with strong capabilities to build relationships with internal and external stakeholders
- Professional presence and business acumen with articulate and persuasive oral and written communication skills
- Critical thinking skills with the ability to anticipate potential issues and suggest creative alternatives to overcome barriers
- Strong people skills and extremely resourceful
- Strong knowledge of the travel/hospitality markets and/or enterprise software space
Benefits:
- Professional development opportunities
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