Our success hinges on the immense value our services deliver to customers. RateGain seeks a Senior Partner - Customer Success tailored specifically for the dynamic Thai market, tasked with spearheading customer satisfaction. This pivotal role encompasses guiding Customer Success endeavors (e.g., onboarding, assistance, service provision, adoption, etc.), Account Management (e.g., advocacy, retention, strategic consultation, etc.), and achieving desired outcomes (e.g., renewals, upselling, etc.).
Responsibilities:
Drive Customer Success Milestones
o Enhance renewal rates and mitigate churn
o Foster revenue growth in accounts via cross-selling and upselling initiatives
o Shape future value by boosting product adoption, ensuring customer satisfaction, and enhancing overall health metrics
o Cultivate new business prospects by fostering advocacy and reference ability
Define and Refine Customer Journey
o Chart the customer's voyage
o Establish feedback touchpoints along the journey (e.g., usage, satisfaction, etc.)
o Standardize interventions for each stage of the journey
o Segregate customer base and devise tailored strategies
o Identify avenues for continuous enhancements
Oversee Customer Success Functions
o Facilitate onboarding processes
o Provide training sessions
o Deliver professional services
o Extend customer support
o Manage Customer Success initiatives
o Administer renewals
o Implement cross-selling / upselling efforts
o Foster advocacy campaigns
Required Competencies:
• Minimum 4-7 years' experience, with significant tenure in the hospitality/travel technology or SaaS sectors.
• Profound comprehension of hotel distribution technology, including OTA and GDS connectivity, is preferred.
• Proficient in influencing stakeholders through persuasion, negotiation, and consensus building.
• Ideally possesses a blend of post-sale and sales expertise with a keen commercial acumen.
• Capable of interpreting commercial contracts and comprehending legal clauses.
• Demonstrates strong empathy for customers coupled with a drive for revenue generation and business growth.
• Deep grasp of value drivers in recurring revenue business models.
• Possesses an analytical and process-driven mindset.
• Displays a fervent desire for continual learning and refinement.
• Excellent communication and interpersonal skills are imperative for this role.
• Business fluency in Thai language is essential for effective communication and engagement in the local market.